Store Policies
We founded TLC Castings with one goal in mind: giving our customers a fair, rewarding and enjoyable experience. We conduct business according to the same values, knowing that better service equals loyal customers. Our store policies are detailed below, please have a look and contact us if you want to learn more!
Privacy Policy
TLC Castings takes seriously the privacy of those that visit our web site. We have established this Privacy Policy to communicate what information we collect and how that information is used and safeguarded.
By accessing this website (www.tlccastings.com.au), you acknowledge the terms and conditions expressed herein. We reserve the right to change this policy at our sole discretion and without notice.
What information is collected, and why?
When a user visits our website, we collect information about the visit that does not identify the user personally. We track information such as the domain from which the user is visiting and the user's browser type. We also collect specific information regarding the user's session on our website. This includes items such as the date and time of the visit and the pages viewed.
Sometimes we ask a user to voluntarily provide personally identifiable information (PII). This information generally includes, but is not limited to, name, e-mail address, postal address, and telephone number. We request this information when the user requests one of the following:
To register to attend an on-line seminar or demonstration
To receive specific information from us such as a whitepaper or code sample
To sign up for a mailing list
To correspond with us
Or any other such activity that we deem necessary
TLC Castings does not collect any personally identifiable financial or health-related information. We do not intentionally collect information from children under the age of 13.
How is the information used?
Non-personally identifiable information (non-PII) is collected to allow us to analyze how our website is used and to improve the content and service the website provides.
Personally identifiable information is collected for analysis to improve the content of the website and the services we provide the user.
TLC Castings owns the collected information and will not sell, trade, or rent the information to others. We may use the information to continue contact with the user. This may include contact such as follow-up calls, e-mail correspondence, or mail correspondence to follow-up on the contact or to provide marketing information about promotions, new services, or important website changes. TLC Castings may share this information with its business partners for the specific purpose of a promotion or service offering.
Are "Cookies" used on the website?
"Cookies" are small pieces of information that are placed on a web user's hard drive. We may use cookies to provide you with better service. Cookies are pieces of information that a Web site transfers to your computer's hard disk for record-keeping purposes. Cookies can make the Web more useful by storing information about your preferences for a particular site. The use of cookies is an industry standard, and many major Web sites use them to provide useful features for their customers. Cookies in and of themselves do not personally identify users, although they do identify a user's computer. Most browsers are initially set to accept cookies. If you prefer, you can set your browser to refuse cookies. However, you may not be able to take full advantage of the functionality of the TLC Castings site if you do so.
How is personally identifiable information safeguarded?
TLC Castings utilizes industry standard methods and mechanisms such as firewalls, intrusion monitoring, and passwords to protect electronic information. Multiple physical security methods such as locking devices and 24 hour premise monitoring are also employed. Finally, access to PII is limited to a small number of personnel and on a need-to-know basis.
Links to other web sites
TLC Castings web site may contain links to other internet web sites. TLC Castings neither controls nor endorses external sites and is not responsible for the content of such sites. This policy does not cover the privacy policies and data collection practices of non-TLC Casting web sites.
How to opt out of correspondence
Based on the information a user has provided, TLC Castings may send e-mail correspondence to the user. Each correspondence will contain an easy means to opt out of further correspondence.
Contacting Us
TLC Castings
Phone: +61 408 853 394
North Lakes QLD 4509
ABN: 91 238 461 398
TERMS & CONDITIONS, SHIPPING, RETURNS & WARRANTY
Everything You Need to Know
All items will be processed and sent from our North Lakes, Queensland office within three business days of when payment is received. Domestic orders are shipped via Australia Post .
Standard Shipping
Most packages generally take two to ten business days from the time your item is posted until it arrives. Our orders are sent as parcels and include tracking.
Registered Post
This option costs extra and includes tracking and requires a signature on delivery for added security. This is not an express service and generally takes two to ten business days to arrive from the time your item is posted.
Express Post
After your order is processed (up to three business days), express post will take one to two business days to arrive. Please refer to the Australia Post website for express post delivery service information & expected times for your state and town.
Free Shipping
To qualify for free shipping, your order total must be greater than A$200 (excluding shipping or taxes) on Australian domestic orders. Items will be shipped via standard Australia Post or standard Sendle. TLC Castings is not responsible for lost or damaged postage. For a small fee, you have the option to add signature on delivery for added security.
Shipping Disputes
Unless you choose the registered post (signature on delivery) option, we cannot take responsibility for any items lost in transit. We take care in packaging your items, however, please contact us within five business days if your item arrives damaged to discuss options. A photograph of the damaged items will be required to assist us with our quality control.
Local Pick-up
Free local pickup is available from HQ in North Lakes. Strictly between the hours of Mon - Fri 10am-2pm excluding public holidays. Please contact us for pick-up location details.
Returns / Exchanges
All of our products are handmade with care - because of this, there may be elements of handmade charm. When choosing an item, please do so with care as we do not refund or exchange for change of mind. If you are unhappy with an item, please contact us to discuss options. Postage costs cannot be refunded.
Warranty - Frames
TLC Castings offers a 100% Lifetime Manufacturers Guarantee on all of our quality range products. This warranty covers the manufacturing of frames (wood, matt-board, glass, wire etc), jewellery & other keepsake items. We are not reasonable for the lack of care, not following provided care instructions, or damage caused by atmosphere, water, fire or alike. We do not cover frames that are not properly mounted onto a wall with secure fixtures- Example if they fall from the wall, bench or alike and damage the frame we are not reasonable for this.
Warranty - Jewellery
We take no responsibility for tarnished jewellery due to wear and tear or lack of care from the client - care instructions are provided with each purchase. We are not responsible for any part of the display chains that come with the purchase of our 3D Min Me Pendants. They are for display purposes only and if client wishes to have a long lasting chain they will need to purchase a better quality chain from a jeweller. Our display chains are free with pendant purchases - we do not manufacture this product and take no responsibility for it. We offer a standard 6 months warranty on the manufacturing of our pendants only. Please note that plated pendants will tarnish due to the nature of the materials used. We recommend purchasing sterling silver or solid gold if client wishes to wear such precious jewellery everyday and for longevity of pendants.
Frame Collection Times
We give our clients a turnaround estimate of 5- 7 weeks from the appointment date, for the completion of any keepsake unless stated otherwise. This is an estimate and is solely dependable upon other suppliers such as frame suppliers, stock, plaque suppliers, weather, paint suppliers etc. We will endeavour to always keep you updated should delays be expected / occur. We will contact you when your frame is ready for collection and arrange a suitable time for pick up. We are not responsible for the delivery, postage or collection of a client's items. Should postage be required this will need to be organised directly by you (customer).
Once you have been advised that your frame is ready for collection you will need to collect all items within 1 week of notice. If failure to collect your items occurs an additional holding/ storage fee of $10 per week will be applied to your account. As you can appreciate we do not have the space nor capacity to safely hold keepsakes for such extended periods of time. If items aren't collected & accounts aren't finalised on time, additional fees from suppliers may be forwarded on to you (customer) . As a small business we have suppliers to pay & lack of customer account finalisation has an impact on us.
Photo
It is expected that our clients provide us a high resolution JPEG image via email within 4-5 weeks of your appointment date. This will allow us to order the photo to be printed and to ensure it is ready PRIOR to the assembly of framed keepsakes and avoid delays.
*How a child's hand/ foot casting turns out, is solely determined upon how the child is during the casting process, we capture their natural pose and are not responsible for castings that do not form due to excessive movement. We will however commit to trying and applying our casting knowledge/ experience to the best of our ability at all times.