Postage, Returns & Frequently Asked Questions

Everything you need to know about ordering, delivery, returns, and payments at The Renmy Store. If you can't find your answer here, contact us and we'll be happy to help!

📦 Postage & Delivery

Australian Orders

• Free Delivery Australia Wide — delivery is included in all our prices, shipped with tracking via Australia Post or Courier depending on the item
• Processing Time: We process orders within 1–4 business days (Monday–Thursday). Some handmade and custom items such as metal signs, wall clocks, concrete items, candles, soaps and rain gauges may take longer if we don't have any ready to go  — please allow extra time and we'll get your order to you as soon as possible!
• Standard Delivery (Australia Post): Allow 3–8 business days once dispatched
• Express Post & Priority: Available for $7.00–$9.50 — allow 2–5 business days once dispatched
• Large & Heavy Items: Additional charges may apply for oversized or heavy items, or remote locations. You will be contacted with a quote before dispatch.

Internationally Sourced Products

Some of our products are sourced from trusted global supplier partners and shipped directly to you by courier with full tracking. Please allow 7–20 business days for delivery. Express Post is not available on these items. We will notify you of any delays — orders cannot be cancelled once placed with our supplier.

International Orders (USA, UK, Canada, New Zealand)

Yes, we ship internationally! Most orders are delivered within 7–10 business days, though some may take up to 20 business days. Allow extra time during busy holiday periods.

⚠️ Import Duties & Taxes: International customers are responsible for any import duties, taxes, or brokerage fees charged upon delivery. We are not responsible for these costs and cannot offer refunds if customs fees are refused.

Australia Post Information

We use Australia Post's tracked letter and parcel service. If you're not home at delivery, Australia Post will photograph the parcel in a safe place or leave a collection card. Please ensure your delivery address is correct — we cannot be responsible for incorrectly supplied addresses.

📞 Australia Post Support: auspost.com.au/help-and-support | Phone (AU): 13 7678 | International: +61 3 8847 9045

🔄 Returns & Refunds Policy

At The Renmy Store we want you to be completely happy with your purchase. If something isn't right, please contact us straight away and we'll do our best to help.

Change of Mind Returns

An exchange or refund can be offered within 30 days of purchase, provided the item is returned in original condition and packaging. Return postage costs and a 10% restocking fee apply to cover transaction and postage costs.

❌ No returns on the following items:

• Custom-made & personalised items — made specifically for you. We are not responsible for spelling mistakes on signs made exactly as requested.
• Soaps & personal care items — for hygiene reasons, we are unable to accept returns on soaps or personal care products.

Damaged or Incorrect Items

We take great pride in our packaging and check every item before dispatch. If you receive a damaged or incorrect item, we're truly sorry and will do everything we can to fix it.

• ⚠️ Report within 24 hours of delivery — damage claims reported after 24 hours cannot always be guaranteed as Australia Post and courier insurance may expire after this time
• Please email info@therenmystore.com.au or text 0414 188 118 with photos of the damaged item and all packaging including the outer box and shipping label — please do not throw out any packaging as images of the parcel, box and label are required by our suppliers and carriers for damage claim processing
• Australia Post may require you to present the damaged item, box, and all packaging in person to lodge a compensation claim

💳 Payment Options

All orders must be paid in full before we create or dispatch your order. We accept:

• Credit & Debit Cards
• PayPal — fast, safe and easy. Payment deducted immediately at checkout.
• Afterpay — buy now, pay in interest-free instalments. afterpay.com.au | Late fees & T&Cs apply. Australian Credit Licence 527911.
• Zip Pay — flexible payment plan. Monthly account fee of $9.95 (waived if balance paid in full by due date). zippay.com.au | T&Cs apply. Credit provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence 441878.

✏️ Custom Sign Ordering

Where a listing says “custom” we can change the text for you! Here's how:

• At checkout, enter your custom text and as much detail as possible in the order notes field
• Include font preferences, sizing requests, or any special instructions
• Alternatively, contact us after purchasing via email or text and we'll take care of the rest
• 📧 info@therenmystore.com.au | 📱 Text: 0414 188 118
• Have a unique idea or need something we don't currently offer? We love a challenge — get in touch!

❓ Frequently Asked Questions

Where can I order from?

You can order directly through our website or via our Facebook page. Prefer to order by phone? Call or text Renee on 0414 188 118.

📌 Please note: We are no longer selling on Etsy due to rising platform selling costs. We now sell exclusively through our own website where we can offer you better value and a more personal service. Thank you for your understanding and continued support!

How do I track my order?

Once dispatched you'll receive a tracking number. Track your parcel via Australia Post.

How do I get discounts and offers?

Join our community email list for exclusive subscriber discounts, new arrival alerts, seasonal gift guides, and behind-the-scenes updates from our Queensland workshop. We only email fortnightly or once a month — no spam, just good stuff! Find out more & sign up here →

Can I return a custom sign?

No — custom and personalised items are made specifically for you and cannot be returned for change of mind. Please double-check all spelling and details when ordering.

Can I return soaps?

No — for hygiene reasons we are unable to accept returns on soaps or personal care products.

Do you offer wholesale pricing?

Yes! Visit our Wholesale Enquiries page for more information.

How do I leave a review?

We love hearing from you! Send us an email, post on our Facebook page, or tag us on Instagram — we'd love to see photos of your products in their new home!