CUSTOMER SERVICE

  • RETURNS & EXCHANGES

    If you are not entirely happy with your purchase, please contact us within 14 days of receiving your order to be applicable for an exchange or credit note only.

    For an exchange to be approved:

    1. Item must be unused, unworn and in the same condition received

    2. Item must be in original packaging

    3. The original invoice and order number is provided as proof of purchase

    Contact us at shop@meganhess.com within 14 days of receiving the product. Products must be returned for assessment before approval of an exchange or credit note. A follow up email will be sent to advise if an exchange has been approved.

    All items must be returned to:

    Megan Hess Returns

    PO Box 76

    Port Melbourne, 3207

    Victoria, Australia

    PLEASE BE ADVISED

    The customer will be responsible for return shipping cost for change of mind. Shipping costs are non-refundable. If an item is deemed faulty you will be provided with a pre-paid return label to return your item.

    Time may vary for exchanged products to reach you depending on location.

    We recommend goods are sent with a trackable and registered delivery service, as Megan Hess does not accept responsibility for items lost in transit.

    We have a strict 14 day policy in regards to exchanging items. If 14 days have passed since you have received your order, unfortunately, we can’t offer you an exchange or credit note.

  • REFUNDS

    A refund will only be issued where the item is deemed faulty. Unfortunately, we do not offer a refund for change of mind.

    Contact us at shop@meganhess.com  within 14 days of receiving the product to advise that you have received a damaged or faulty product. Products must be returned for assessment before approval of a refund. A follow up email will be sent to advise if a refund is applicable. If an item is deemed faulty you will be provided with a pre-paid return label to return your item.

    All items must be returned to:

    Megan Hess Returns

    PO Box 76

    Port Melbourne, 3207

    Victoria, Australia

    Sale items (if applicable)

    Only regular priced items may be refunded. Sale items cannot be refunded unless deemed faulty.

  • SHIPPING

    Once your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at shop@meganhess.com.

    Orders placed Monday to Friday will be processed within 2 – 3 business days. The Megan Hess online store is unable to dispatch orders over the weekend or public holidays.

    All print orders take 5 – 10 business days to be processed as they are printed on demand and signed by Megan Hess. This will require additional time if Megan is overseas at the time of the order.

    During busy holiday and sale periods, dispatch of orders and in turn delivery time may be delayed by up to 7 days. We aim to process orders in a timely manner, but we ask for your patience in order processing.

    Domestic

    All orders placed within Australia are shipped by Australia Post. This is tracked service and requires a signature on delivery. Shipping times are estimated  between 3 – 7 business days for Regular Post and 2 – 3 business days for Express Post depending on your location within Australia.

    All shipping costs are calculated at the checkout based on weight of order and location of delivery.

    International

    International orders can choose Australia Post or International Courier Service.

    Australia Post – All shipping costs are calculated at the checkout based on weight of order and location of delivery.

    International Courier Service – $80 flat rate (this will be the only shipping option available for customers located in the United Arab Emirates, South Africa, Kenya and Saudi Arabia).

    International customers may be subjected to additional taxes, duties, or tariffs upon delivery. Unfortunately the Megan Hess team has no control on how these local fees are calculated or assigned. Megan Hess HQ is not liable for any additional costs that may be incurred after the item has been shipped. Please consult your local post office for more information.

  • PAYMENT METHODS

    Accepted payment methods 

    VISA, Mastercard, PayPal and Afterpay (for Australian residents only).

    All transactions are processed in $AUD (Australian Dollars).

    Afterpay

    Afterpay is only currently available to our Australian customers.

    If you don’t already have an Afterpay account you will need to create this before placing your order by visiting afterpay.com or by downloading the Afterpay app.

    After you have proceeded through the checkout, select Afterpay as your payment method and this will open a further drop down information tab. Once you click the ‘Pay Now with Afterpay’ button you will automatically be redirected to Afterpay where you can log into your account and accept the purchase. After this you will be returned to the Megan Hess website where your order will be processed. Please be patient when you get redirected back and do not refresh the page until the order has gone through successfully.

    You will receive an Afterpay order confirmation separately to your Megan Hess confirmation and you will be able to keep an eye on your payment schedule directly via Afterpay website.

    You can set up your account and learn more about Afterpay via their website.

    Please note, refunds are not available on Afterpay purchases for change of mind or incorrect choice in accordance with the Megan Hess return policy and relevant consumer legislation.

  • FINE ART PRINTS

    All prints are produced to order and will take 5 – 10 business days to be processed and dispatched. All fine art prints will be hand-signed by Megan Hess before being packed and ready for shipping. Please expect separate shipments (for your print/s) if your order contains both prints and other products.

    This will require additional time if Megan is overseas at the time of the order, however, all customers will be notified by email if their print order will be incurring any additional delays.

     

  • GIFT CARDS

    Gift Cards will be emailed to you as soon as the payment is processed. This may take up to two business days. Please allow 2 business days from the date of purchase for the card to be activated.

    Gift Cards expire 12 months from date of issue and cannot be extended or changed.
    They can be used to buy goods on meganhess.com only. You can transfer the Gift Card to a friend by simply forwarding them the email we send you.

    Please email shop@meganhess.com for any questions or concerns regarding Gift Card purchases.

  • SALE & HOLIDAY PERIODS

    All sale items are strictly non-returnable and non-refundable unless item is deemed faulty.

    Please allow up to 7 – 10 days processing time during sale and holiday periods.

    Holiday Dates 2020

    Final orders will be sent out on Friday 18th December – orders need to be placed by 2pm AEST on Wednesday 16th December to be included in this shipment.

    Delivery before Christmas Day can not be guaranteed during busy holiday periods.

    Final fine art print orders will be sent out on Wednesday 16th December – orders need to be placed by 5pm AEST on Monday 14th December to be included in this shipment.

    Any orders placed AFTER the 20th of December will be sent out the week beginning 11th January. All print orders will be processed the week beginning 11th of January.

  • SECURITY POLICY

    When purchasing from Megan Hess your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the industry standard. If you have any questions regarding our security policy, please email shop@meganhess.com.

  • PRIVACY POLICY

    1 – WHAT DO WE DO WITH YOUR INFORMATION?

    When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

    When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

    Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

    2 – CONSENT

    How do you get my consent?
    When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

    If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

    How do I withdraw my consent?
    If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at shop@meganhess.com or mailing us at:

    Megan Hess

    PO Box 76

    Port Melbourne, 3207

    Victoria, Australia

    3 – DISCLOSURE

    We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

    4 – SHOPIFY

    Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

    Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

    Payment:
    If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

    All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

    PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

    For more insight, you may also want to read Shopify’s Terms of Service or Privacy Policy.

    5 – THIRD-PARTY SERVICES

    In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

    However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

    For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

    In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

    As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

    Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

    Links
    When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

    Google analytics – Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

    6 – SECURITY

    To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

    If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

    7 – COOKIES

    Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

    _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

    _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

    cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

    PREF, persistent for a very short period, Set by Google and tracks who visits the store and from wheren

    8 – AGE OF CONSENT

    By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

    9 – CHANGES TO THIS PRIVACY POLICY

    We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

    If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

  • QUESTIONS & CONTACT INFORMATION

    If you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us at shop@meganhess.com or by mail at:

    Megan Hess [Re: Privacy Compliance Officer]

    PO Box 76

    Port Melbourne, 3207

    Victoria, Australia