FAQ

Frequently Asked Questions

We want to make sure that everyone who purchases from us is an informed buyer. As such we have compiled a list of frequently asked questions (below) however if you have a burning question that you can’t see answered below, definitely feel free to send us an email. The best email address to use is bess@lifewithbess.com and we promise to get back to you as soon as possible (usually within 24-48 hours).

Where are you located?

We are in Brisbane, Australia! And we do all of the screen printing ourselves. No drop-shipping or outsourced solution.

What is Screen Printing?

Screen printing is a labour-intensive printing method that applies wet ink directly onto material using a purposefully-created stencil. The ink is absorbed into the material and is then set using heat. This method is different to vinyl transfer, which applies the pattern directly on top of the material. We have chosen screen-printing to prolong the lifespan of our products so you can enjoy them for longer. As part of the charm of hand-made orders, some designs may show slight imperfections compared to the pictured image. We aim to make each design as close to the original as possible and hold ourselves to a high level of detail before we send it in the post. We also make and prepare all of our own designs and frames.

How do I care for my product?

All goods have been set with heat, meaning it is completely safe to wash and iron your products just as you would do with similar goods. To increase the longevity of each product, we recommend spot cleaning with a damp cloth as a preference over machine washing.

Do you do custom orders?

Yes we do! Simply email me on bess@lifewithbess.com to start the conversation. Alternatively, you can message me on Instagram or Facebook.

PAYMENT

What Payment Methods do we accept?

We use Stripe and therefore accept all major credit cards. Processing fees and surcharges will be paid for by us, so the price you see is what you pay. No hidden charges!

SHIPPING INFORMATION

When will my order by shipped?

Everything in our shop is made-to-order, just for you. I am a one-woman show (with a Husband helping in the wings) so orders are fulfilled once a week and will be shipped out every Monday. Orders close each week on Thursday evening.

Please also note, that we currently guarantee a turnaround time of two weeks for tee-shirts, two weeks for anything from our other makers (eg earrings), and one week (as above) for mugs, prints, notebooks, water bottles, scrunchies and anything that I create onsite.

Please get in touch before placing your order if you have a time-sensitive order and we will do our best to accommodate!

How does shipping work?

AUSTRALIA WIDE

We use Australia Post to ship all orders within Australia. We use a weight-based method to calculate the actual cost of shipping and add $1.00 to cover the packaging materials used to protect your goods.

Please check with Australia Post for expected arrival times and pay close attention to any updates especially around peak periods.

INTERNATIONAL

We are so excited to offer international shipping. Being in Australia we know the pain first hand of paying crazy amounts for shipping, so we will instead be offering weight based shipping through Australia Post. For now we are able to ship to USA, Canada, New Zealand, Asia (incl Middle East), UK and Ireland. If you live outside of these regions please contact us for a tailored quote.

Please check with Australia Post for expected arrival times and pay close attention to any updates especially around peak periods.

Can I track my order?

Absolutely! And then you know which day to stalk the delivery driver! HAHA. Once your order is dispatched you will receive your tracking number via the email address you used for your order.  If you require any assistance in finding your tracking number or have any questions please contact us by email. The best email address for us is bess@lifewithbess.com.

What happens if my package is lost?

We use Australia Post exclusively for all of our orders. If your package should have been delivered by now or it is marked as delivered (when it obviously hasn’t been) please use this website to lodge a claim. Unfortunately, whilst we have chosen our preferred delivery service to ensure orders arrive safely, we cannot accept responsibility for any lost or stolen items, including orders marked “delivered” by Australia Post (for both domestic and international orders).  Where possible, we will work with you and Australia Post to find a solution.

RETURNS

What about Exchanges & Returns?

Please read all listing information carefully before placing your order with us. As we are a very small operation, returns and exchanges are not encouraged, as we incur additional costs in doing so. However, we also want to make sure you absolutely love your product! If you want to exchange or return a product from our shop, please email us directly at bess@lifewithbess.com so we can discuss your options. Please read our returns policy to see if you are eligible to return your items.

What if my order arrived damaged?

Please get in touch within 48 hours of delivery, and we’ll be happy to help correct the problem with proof of damage. We can only process returns and exchanges on original unused, unwashed merchandise – so please check your order before washing! We are not responsible for any damage that occurs after the product has been used or washed.

Returns Policy

Unfortunately we need to be firm with our returns policy. If you wish to return an item please note the following:

  • We do not refund for change of mind.
  • We do not refund for clearance stock or sale items.
  • We do, however, offer in-store credit for damaged goods.
  • To return damaged goods, please contact us as soon as possible (within 48 hours of receiving your items) with proof of damage. If you do not contact us, we cannot guarantee that an in-store credit will be offered.
  • Please include your name and order number with your return package. And please note that the postage cost of returning an item is payable by the customer. Please make sure you keep your tracking number and choose a delivery service that offers insurance to at least the value of your goods. Once the product has been received and inspected by our staff and a refund is offered, we will automatically issue you with in-store credit to the value of the original purchase (not including postage paid).
  • Please ensure that you are happy with this policy before purchasing with us.

Can I cancel my order?

All orders may be cancelled within the first 24 hours of making your purchase by emailing bess@lifewithbess.com.