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F.A.Q.

Frequently Asked Questions F.A.Q

Q: Do you have a catalogue?
A: Our online store is our catalogue. We don't supply a printed one as our stock is constantly changing.

Q. Do you do Custom Orders? 
A. Yes, Custom orders are most welcome, whether it be for a Wedding, Birthday, Christening, Anniversary or any other event you are planning. You will be required to leave a 25% deposit on large orders. Once we have started making a custom order we cannot cancel or refund your deposit.

Q: What methods of payment do you accept?
A: PayPal & Western Union for both Australian and International customers
Bank Cheque, Money Order, Internet Banking & Direct Deposit (Australian customers only)
See (Terms & Conditions) for further details.

Q: Do you have a minimum order?
A: Yes, we have a $10 minimum (excludes freight)

Q: I have forgotten my Login details, what do I do?
A: Please go to Login page click on "Forgot your password" enter your email address and we'll send you an email message containing your new password.
If you are a new user you will be prompted at checkout to create a User Name and Password.

Q: When is payment due?
A: Payment is due within 5 days from date of invoice. Failure to make payment will result in cancellation of your order and any future orders maybe affected.

Q: Who is responsible for Taxes & Duties?
A: International customers are solely responsible for import duties, taxes or other charges imposed by your government or their agency.

Q: What are your Shipping and Returns policies?
A: Please see Shipping and Returns

Q: Do you have a shop I can pick up orders from?
A: Catching Angels does not have a shop front where you can browse goods. Please place your order online and choose pickup. Make an appointment to view your order, as we do not have eftpos facility on premises, payment will have to be made prior or by cash on the day.

Q: Can I place my order by phone?
A: No. We only take orders via our website. This maintains the safety and security of your personal and payment details and avoid incorrect order details being taken.

Q: How safe is it leaving my details on your website?
A: All information is secured by GeoTrust. See our Privacy notice

Q: Can I change my mind after placing an order?
A: If you contact us before your order has been dispatched from our store, we can amend or cancel your order for an administration charge of AU $10.00. After the order has been dispatched, no changes or cancellations can be made.

Q: What are your operating hours?
A: You can contact us Monday to Friday between the hours of 9am to 5.00pm AEST by email. We are not open on weekends or public holidays, if you send and email over the weekend or a public holiday it will be answered the next working business day.

Q: Where do you ship to?
A: We ship local, interstate and world wide except to countries we deem to be a risk.

Q: How long will my order take to arrive?
A: All freight is shipped with Australia Post and sent within 2 to 3 working days of receiving your order and  payment. Shipping times will depend on destination. Find out all you need to know about the destination you are having your item shipped
by clicking on Australia Post website.

Q: How are shipping costs calculated?
A: Cost of shipping is worked out by our online postage calculator which is connected to Australia Post and is based on weight and destination of your parcel. Occasionally shipping many vary from amount charged at checkout. If you have been overcharged on shipping, you will receive a PayPal or Direct Deposit refund or extra stock given. On occasions the online postage calculator may be down and won't charge freight, if this happens we will notify you of the cost. Australian orders have the option of being shipped Regular, Registered or Express post.

Catching Angels accepts no liability for Orders that are lost or damaged in transit, unless you have requested and paid for Registered or Insured post.

Q: How are orders packed?
A: Items are either sent in a padded envelope or box. All fragile goods are wrapped in either bubble wrap, void fill or both. We use recycled boxes to be cost effective on your freight and to be environmentally friendly. Postage, Shipping costs include postage, packaging and handling.

Q: How do I leave special instructions about my order?
A: Proceed to Checkout page and in the "Comments" you can leave extra information and instructions.
 
Q: I want to purchase a certain quantity of an item, why doesn't it show up in my shopping cart?
A: Our shopping cart system will only allow you to purchase stock that is currently available on hand.

Q: Do you wholesale?
A: No we do not wholesale as we are a retail store and our prices are already very competitive. If you wish to place a large order, we may be able to offer bulk discount.

Q: Do you give discounts?
A: Yes! To receive 15% off your first order apply Discount code no: ac80b6a699 (case sensitive). Minimum purchase of $10 (not including shipping) if you don't use it for your first order you may use for any order placed within 6 months.

Please check the following details for the discount policy.
Copper 5% off - after your first order
Bronze 10% off - when total goods value of past purchases reaches $250
Silver 15% off - when total goods value of past purchases reaches $375
Gold 20% off - when total goods value of past purchases reaches $500

Please note that the discount is only for cost of goods, does not include shipping cost.



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