Shipping & Returns policy
Thank you for supporting my small independent art and creative practice.
This Shipping & Returns Policy applies to physical products purchased through the Tribe Eleven website, including original artworks, prints, cards and other creative products. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).
1. Shipping
Processing times
Most orders are prepared and dispatched within 3–7 business days of payment being received. Some products, including made-to-order prints, limited editions, commissioned works and larger artworks, may require additional processing time. Where this applies, the estimated timeframe will be stated on the relevant product or discussed with you before the order is confirmed. Orders are not generally processed on weekends or Australian public holidays. If there is an unexpected delay with your order, Tribe Eleven will contact you using the details provided at checkout.
Australian shipping
Australian shipping is charged at a flat rate, as displayed on the relevant product, shop or checkout page. The applicable shipping fee will be added to your order at checkout. Tribe Eleven Flat shipping rates are not neccessarily calculated according to the individual size or weight of your order. Where multiple products are purchased together, the applicable shipping rate displayed at checkout will apply.
Large, fragile or specialised deliveries
Some original artworks, large-format pieces or unusually fragile items may require specialised packaging, insurance or courier delivery. Where the standard flat-rate shipping option is not suitable, Tribe Eleven will contact you before dispatch to discuss the appropriate delivery method and any additional shipping cost. This may include, for example, a large original artwork requiring a dedicated courier rather than standard postal delivery. Where an additional shipping charge applies, this will be discussed and agreed with you before the item is dispatched.
International shipping
International shipping may be available for selected products and destinations. International postage is not included within the standard Australian flat-rate shipping structure. International shipping costs will be confirmed separately based on the destination, package requirements and available shipping service. Where international shipping is requested, Tribe Eleven will provide the applicable shipping cost before the order is dispatched.
International customers are responsible for any applicable customs duties, import taxes, clearance fees or other charges imposed by the destination country. These charges are outside Tribe Eleven's control and are not included in the product or shipping price unless expressly stated. International delivery times vary depending on the destination, postal service and customs processing. Please check your country's import requirements before placing an international order.
2. Tracking and delivery
Where tracking is available, tracking information will be provided after your order has been dispatched. Please ensure your delivery address is correct at checkout. Tribe Eleven is not responsible for delays or additional costs resulting from an incorrect or incomplete address supplied by the customer.
If tracking shows that an order has been delivered but you cannot locate it, please first check with other members of your household, neighbours and any nominated safe place, and contact the relevant postal or courier service. If the issue cannot be resolved, please contact Tribe Eleven and I will assist with investigating the delivery.
3. Artwork packaging
Original artworks and prints are packaged with care and appropriate protection for their size and medium. Packaging materials may vary depending on the artwork, print format and delivery method. Where possible, packaging materials are selected with a view to reducing unnecessary waste while still providing appropriate protection during transit.
Returns & Refunds
4. Change-of-mind returns
Tribe Eleven does not accept change-of-mind returns or exchanges. Please carefully review the artwork or product description, dimensions, materials, images and other available information before placing your order. This policy applies to original artworks, prints, cards, merchandise and other physical products, including products purchased as gifts.
This does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, incorrectly supplied, does not match its description or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.
5. Faulty, damaged or incorrect items
I take care when preparing and packaging every order. However, occasionally an item may be damaged during transit or an incorrect item may be sent. Please contact Tribe Eleven as soon as reasonably possible if:
your order arrives damaged;
your order is faulty;
you receive the wrong product;
an item is missing from your order; or
the product does not match its description.
Please provide your order number and, where appropriate, photographs of the product, packaging and damage. This helps me assess the issue and liaise with the delivery provider where necessary. Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or other remedy.
Where a product has a major failure, Australian Consumer Law may give you the right to choose between a refund or replacement. For a minor failure, the appropriate remedy may be repair or replacement, with other remedies available in certain circumstances. If a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return postage costs will be reimbursed where required by law.
6. Original artworks
Original artworks are individual works of art and may contain characteristics inherent to handmade artwork, including variations in texture, line, paint application, paper, canvas or other materials. These characteristics are not considered faults where they are consistent with the nature and description of the artwork.
Because original artworks are unique and, in some cases, irreplaceable, please review the artwork images, dimensions, materials and description carefully before purchasing. This does not affect your rights under the Australian Consumer Law where an artwork has a fault, does not match its description or otherwise fails to meet a consumer guarantee.
7. Prints and reproductions
Prints are reproductions of original artworks and may have minor differences from the colours or appearance shown on screen. Differences can occur due to:
individual screen settings;
lighting when photographing the original artwork;
the printing process;
paper or canvas characteristics; and
differences between digital and physical colour reproduction.
Reasonable variations of this nature do not necessarily indicate a fault. If your print arrives damaged, defective or materially different from the product described, please contact Tribe Eleven so the issue can be assessed.
8. Limited editions
Where a product is described as a limited edition, the number of available pieces will be limited to the edition stated. Once a limited edition has sold out, a replacement may not be possible. Where a limited-edition product is faulty or damaged, the appropriate remedy will be determined in accordance with the Australian Consumer Law.
9. Commissions and personalised artworks
Commissioned, personalised or made-to-order artworks are created specifically for the individual customer. Because these works are created to an agreed brief, change-of-mind cancellations or returns are not accepted once work has commenced. Before commencing a commission, Tribe Eleven may confirm details including:
the agreed concept or brief;
size and format;
materials;
price;
deposit or payment arrangements;
estimated timeframe; and
any other agreed requirements.
If there is a problem with a commissioned service or artwork, please contact Tribe Eleven so the matter can be discussed and an appropriate remedy determined in accordance with the Australian Consumer Law.
10. Products purchased as part of a subscription
Where a product is supplied as part of a subscription or print club, the specific subscription terms displayed at the time of purchase will also apply. You may cancel future subscription payments in accordance with those terms. Cancellation of a subscription does not automatically cancel or refund products that have already been dispatched or supplied. Change-of-mind returns are not accepted for products already supplied. Your Australian Consumer Law rights remain unaffected.
11. Returns process
If you believe an item is faulty, damaged, incorrectly supplied or otherwise covered by a consumer guarantee, please contact Tribe Eleven before sending anything back. Please include:
your name;
order number;
product purchased;
a description of the issue; and
photographs where relevant.
You will then be provided with return instructions if a return is appropriate. Please do not send an item to a return address without first contacting Tribe Eleven.
12. Refunds
Where a refund is required under the Australian Consumer Law, it will generally be processed using the original payment method. The time for the funds to appear in your account may depend on your bank, card provider or payment service. No refund will be provided for a change of mind where the product is otherwise as described, fit for purpose and free from a relevant fault.
13. Orders that cannot be fulfilled
If Tribe Eleven is unable to fulfil an order that has been accepted and paid for, you will be contacted as soon as reasonably possible. Where appropriate, you may be offered an alternative product, replacement or refund.
14. Lost or delayed orders
Delivery timeframes provided by Tribe Eleven are estimates rather than guarantees unless a specific delivery timeframe has been expressly agreed. Once an order has been dispatched, delivery may be affected by circumstances outside Tribe Eleven's control, including postal delays, weather events, customs processing, industrial action or other disruptions. If your order appears to be lost or significantly delayed, please contact Tribe Eleven so that the delivery can be investigated.
15. Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under the Competition and Consumer Act 2010 (Cth), including Schedule 2, the Australian Consumer Law, or any other applicable law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For services, consumer guarantees may also apply, including guarantees relating to due care and skill, fitness for purpose and reasonable timeframes where no timeframe has been agreed. These rights apply automatically and cannot be removed by a website returns policy.
16. Contact
If you have a question about shipping, an existing order or a product issue, please contact:
Tribe Eleven
Email: hello@tribeeleven.com.au
Website: www.tribeeleven.com.au
ABN: 81 854 958 148
Please include your order number where applicable so that your enquiry can be resolved as efficiently as possible.
Policy last updated: September 2026