Frequently Asked Questions
Questions? We’re here to help.
General
How much does shipping cost?
Shipping costs depend on the products ordered and delivery destination. The available shipping options and total shipping cost are calculated and displayed at checkout before payment.
Are frames included with art prints?
Frames are not included unless the product page specifically states otherwise. Please check the individual product description carefully before ordering.
Do art prints have a white border?
The product images and description will show whether a print includes a white border. Unless otherwise stated, the artwork is printed as displayed in the product listing.
How will my poster be packaged?
Posters are carefully packaged by our fulfilment partner to help protect them during delivery. Packaging may vary depending on the print size and fulfilment location.
Can I send an order directly as a gift?
Yes. Enter the recipient’s address as the delivery address during checkout. Products are generally shipped without pricing information inside the parcel.
Only add wording about gift messages or gift wrapping if you have confirmed those options are available.
Do you offer personalised or custom products?
At this time, products are available in the artwork, colours and sizes shown on our website. We are unable to guarantee custom artwork, colour changes or alternative product sizes.
How can I contact Jessica Rose Collective?
Please contact us through the website contact form. Include your order number when contacting us about an existing purchase. We aim to respond within two business days.
Are discount codes automatically applied?
Discount codes must be entered at checkout unless a promotion states that it will be applied automatically. Only one discount code may generally be used per order, unless otherwise stated.
Products and Artwork
Are your products made to order?
Yes. Every Jessica Rose Collective product is made especially for you after your order is placed. Made-to-order production helps us avoid holding unnecessary stock and reduces unsold inventory.
Who makes and ships my order?
Jessica Rose Collective creates the original artwork and product designs in Australia. Our production partner, Printful, prints, manufactures, packs and ships each made-to-order product on our behalf.
Are the products made in Australia?
The artwork featured on our products is created in Australia by Jessica Rose Collective.
The blank products and finished items may be manufactured, printed or fulfilled in different countries. The relevant country-of-origin information is provided in each individual product description.
Will the colours look exactly the same as they do on my screen?
We make every effort to display colours accurately, but the finished colours may vary slightly from what you see on your screen.
Screens display colours differently depending on their brightness, settings and device. Colours may also vary slightly between product materials and printing methods. These normal variations are not considered faults.
Where will the artwork appear on my product?
The artwork will be positioned as shown in the product images. The exact size and placement may vary slightly due to the product size, manufacturing process or allowable production tolerances.
What sizes are available?
Available sizes and measurements are listed on each product page. Please review the product’s sizing information carefully before placing your order, as we cannot normally exchange a correctly supplied made-to-order item if the wrong size was selected.
How should I care for my product?
Product-specific care instructions are included in each item description. Following these instructions will help protect the product and its printed artwork.
Ordering and payment
What currency are prices displayed in?
Available currencies are shown in the currency selector in the website menu bar. Select your preferred currency to view the available converted prices.
Are taxes included in the displayed prices?
Yes. Applicable taxes are included in the prices displayed on our website. Shipping charges, where applicable, are calculated separately and shown at checkout.
What payment methods do you accept?
The available payment methods are displayed on our website and at checkout. Only payment options available for your location and selected currency will be shown.
Will I receive an order confirmation?
Yes. An order confirmation will be sent to the email address provided at checkout. Please check your junk or spam folder if it does not arrive.
Review the confirmation carefully and contact us immediately if any information is incorrect.
Can I change or cancel my order?
Please contact us immediately if you need to request a change or cancellation.
Orders are automatically submitted for production and may begin being made shortly after checkout. We may be able to change or cancel an order while it is still waiting for fulfilment, but changes and cancellations cannot be guaranteed.
Once production has started, the order cannot be changed or cancelled.
Can I change the size, colour or product after ordering?
Changes may only be possible before production begins. Contact us immediately with your order number and the requested change.
Once your order has entered production, its product, size, colour and artwork cannot be changed.
Can I change my delivery address?
Contact us immediately if your delivery address is incorrect.
We may be able to update the address before the parcel has shipped, but this cannot be guaranteed. A delivery address cannot be changed after the parcel has been dispatched.
Jessica Rose Collective is not responsible for an order delivered to an address entered incorrectly by the customer. If the parcel is returned, additional shipping charges may apply before it can be sent again.
Production, Shipping and Delivery
How long does production take?
Most products are made within approximately 2–5 business days. Some products or orders may take longer during busy periods or because of the product type, availability or fulfilment location.
Production time is separate from shipping time.
How long will delivery take?
Your estimated delivery timeframe is calculated using:
Estimated production time + estimated shipping time = estimated delivery time
Available delivery estimates and shipping charges are shown at checkout. Delivery dates are estimates rather than guarantees and may be affected by customs processing, weather, carrier delays, peak periods or other circumstances outside our control.
Where do you ship?
We currently ship to Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, New Zealand, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, the United Kingdom and the United States.
Available destinations may vary depending on the particular product.
Will I need to pay customs duties or import charges?
International orders may be subject to customs duties, import taxes or handling charges imposed by the destination country. Where these charges are not collected at checkout, they are the customer’s responsibility.
Jessica Rose Collective cannot control or predict charges imposed by local customs authorities.
How can I track my order?
When tracking is available, you will receive a shipping confirmation email containing your tracking details after the parcel has been dispatched.
Tracking information can sometimes take a short time to update after the shipping label is created.
Why did I receive only part of my order?
Products from the same order may be made at different facilities or require different packaging. As a result, your items may be shipped separately and arrive on different days.
You may receive separate shipping confirmations and tracking details for each parcel. You will not be charged additional shipping after checkout because an order is divided into multiple parcels.
What should I do if my order is delayed?
First, review the tracking information provided in your shipping confirmation. Carrier delays and customs processing can sometimes cause delivery to occur after the original estimate.
If tracking has not updated for an extended period or the parcel is substantially overdue, contact us through our website with your order number. We will investigate the shipment with our production and delivery partners.
What if tracking says delivered, but I cannot find my parcel?
Please:
Check around the delivery location, including safe places, entrances and mail areas.
Ask members of your household and nearby neighbours.
Confirm that the delivery address on your order is correct.
Contact the carrier using the tracking number.
If the parcel still cannot be located, contact us promptly with your order number and tracking information so we can investigate.
Returns and Order Problems
What is your return policy?
Because every product is made to order, we do not normally accept returns or exchanges because you changed your mind, selected the wrong size or colour, or no longer want the item.
This policy does not exclude or limit any rights you may have under Australian Consumer Law or other applicable consumer protection laws.
Can I exchange an item for another size or colour?
We cannot normally exchange a correctly produced made-to-order product when the customer selected the wrong size or colour.
Please carefully review the product description, measurements and available options before ordering.
What should I do if my order is damaged, faulty, misprinted or incorrect?
Please contact us as soon as possible through our website and provide:
Your name and order number
A description of the problem
Clear photographs showing the entire product
Close-up photographs showing the damage, fault or printing problem
A photograph of the packaging and shipping label, where relevant
Please do not return the product unless we provide return instructions.
We will assess the problem and, where appropriate, arrange a replacement, refund or another remedy in accordance with applicable consumer law.
How long do I have to report an order problem?
Please report damaged, defective, misprinted or incorrectly supplied products within 30 days of receiving your order wherever possible.
A parcel that has not arrived should be reported within 30 days after its estimated delivery date so we can investigate it with our fulfilment partner.
These reporting timeframes help us process claims promptly but do not limit any rights that cannot legally be excluded, including applicable rights under Australian Consumer Law.
Do I need to return a damaged or faulty item?
Please do not send an item to Jessica Rose Collective, Printful or an address shown on the parcel without contacting us first.
In many cases, photographs are sufficient to assess a damaged, defective or misprinted product, and a physical return may not be required. We will provide instructions if the item needs to be returned.
What happens if my parcel is lost in transit?
Contact us if your parcel has not arrived and tracking indicates that it may be lost. We will investigate with the carrier and our fulfilment partner.
If the parcel is confirmed as lost, we will provide an appropriate solution, which may include a replacement or refund.
What happens if I entered the wrong delivery address?
Contact us immediately. We may be able to correct the address before the parcel ships, but changes cannot be guaranteed.
If an order is returned because the customer supplied an incomplete or incorrect address, the customer may be responsible for the cost of reshipping it. If the carrier delivered the parcel to the address entered at checkout, a free replacement or refund may not be available.
What happens if I do not collect my parcel?
The customer is responsible for monitoring tracking information and collecting parcels from a post office, collection point or customs authority when required.
If an unclaimed parcel is returned, contact us promptly. Reshipping charges may apply. Returned parcels are only retained by our fulfilment partner for a limited period and may become unavailable for reshipment if they are not claimed in time.
Can I receive a refund if I change my mind?
We do not provide change-of-mind refunds for correctly produced made-to-order products.
This does not affect your right to an appropriate remedy if a product is faulty, damaged, incorrectly supplied, significantly different from its description or otherwise fails to meet an applicable consumer guarantee.
How will an approved refund be issued?
Approved customer refunds are issued through Jessica Rose Collective to the original payment method used for the purchase.
Processing times vary between payment providers and financial institutions. Shipping charges will be included where required by applicable consumer law or the circumstances of the approved claim.
Who should I contact about an order problem?
Please contact Jessica Rose Collective through the contact form on our website. Include your order number and the email address used at checkout so we can locate your purchase.
Although our products are fulfilled by Printful, Jessica Rose Collective remains your point of contact for questions and problems concerning orders placed through our website.
Still need help?
Send us a message through our contact page and we’ll aim to respond within two business days.