Frequently Asked Questions
Below you'll find answers to some of our most commonly asked questions about ordering, processing, shipping, returns and custom orders. If you can't find the answer your looking for below please reach out via email to hello@thedarklingvale.com or info@thedarklingvale.com
Where is The Darkling Vale located?
The Darkling Vale is an Australian small business, and all orders are packed and dispatched from Emerald, Queensland, Australia.
Do you ship internationally?
Not currently. The Darkling Vale ships within Australia only. International shipping isn't available at this time.
Can I change or cancel my order after placing it?
If you've made a mistake with your order, please contact us as soon as possible via email to orders@thedarklingvale.com
We may be able to make changes or cancel your order if it hasn't entered processing or been packed yet. Once your order has been processed or dispatched, changes or cancellations may no longer be possible.
How long does it take for my order to be processed?
Our usual processing time is 1-4 business days.
Processing time is the time we need to prepare, make, pack and get your order ready for dispatch. This is separate from Australia Post's delivery time.
Some orders may be ready sooner, while larger, made-to-order or particularly busy periods may take closer to the full processing timeframe.
What days do you dispatch orders?
Our regular dispatch days are:
Monday & Friday
These are our dedicated dispatch days, when completed orders are taken to Australia post before school pickup.
Orders are prepared throughout the week and will be dispatched on the next available Monday or Friday once they have been completed.
Why doesn't my order get posted immediately after I place it?
The Darkling Vale is a small independent business, so orders aren't dispatched every day.
Your order first needs to go through our picking and packing process. Once it's completed, it will be taken to Australia post on our next scheduled dispatch day.
We appreciate your patience while we lovingly prepare your order.
Who do you ship with?
Orders are shipped using Australia post.
How long will my order take to arrive?
Delivery times depend on where your order is being sent and are determined by Australia post.
Once your order is handed over to Australia post, it is in their care, and delivery times can vary depending on your location, Australia post's network and any delays that may occur.
Please remember that our 1-4 business day processing time does not include Australia post delivery time.
Will I receive tracking?
Where tracking is available for your chosen shipping method, your tracking information will be provided once your order has been dispatched.
Please allow a little time for Australia post's tracking system to update after your parcel has been lodged.
My tracking hasn't updated. What should I do?
Tracking information can sometimes take a little while to update after an item has been lodged with Australia post.
If your tracking hasn't updated for an unusual amount of time, please contact us and we'll do our best to help.
Once an order has been handed to Australia post, delivery is outside of our control, but we're always happy to help you work through any issues.
My parcel has been delayed. What can i do?
Once your parcel has been lodged with Australia post, delivery is their responsibility.
If your parcel is delayed, please check your tracking information first. If you're still concerned, contact us and we'll help where we can.
Can I change my shipping address?
Please check your shipping address carefully before completing your order.
If you've entered the wrong address, contact us as soon as possible. If your order hasn't been processed or dispatched, we may be able to help.
Once an order has been dispatched, we may not be able to change the delivery address.
What happens if I enter the wrong address?
Customers are responsible for providing a correct and complete delivery address.
If a parcel is returned to us because an incorrect or incomplete address was provided, please contact us so we can work out the next steps. Additional postage costs may apply to resend the order.
Do you accept returns?
We accept eligible returns within 30 days of delivery of your order.
Items must be returned in an appropriate condition and may need to meet additional requirements depending on the reason for the return and the type of product.
Please contact us before sending anything back so we can provide the appropriate return instructions.
How do I request a return or refund?
Please contact us with your order number and details of the item you'd like to return.
We'll let you know what information we need and what the next steps are.
What if my order arrives damaged or faulty?
We're sorry! Please contact us as soon as possible with your order number and clear photos of the damaged or faulty item and packaging.
We'll assess the issue and work with you to resolve it.
Are there any products that can't be returned?
Some items may not be eligible for a change-of-mind return, particularly personalised or custom-made products.
If you're unsure whether an item is eligible for return, please contact us before sending it back.
What about my rights under Australian Consumer Law?
Our returns policy does not limit or exclude any rights you may have under the Australian Consumer Law.
If an item is faulty, damaged, doesn't match its description, or otherwise doesn't meet your consumer guarantees, please contact us so we can help resolve the issue.
Are your products handmade?
Some of our products are prepared, made, printed, cut, assembled or packed in-house by The Darkling Vale. While many of our other products are sourced from a trusted supplier, it will be clear in the description whether it was sourced or created by us.
Because we're a small business, slight variations may occur between individual handmade or prepared items. These little differences are part of what makes small-batch products unique.
Will my product look exactly like it does on my screen?
Colours can vary slightly between different screens, devices and printing materials.
We do our best to photograph and display products as accurately as possible, but a small difference between the image on your screen and the physical product may occur.
Do you restock sold-out products?
Sometimes!
Restocks depend on the product, materials available and what we're currently creating.
If there's something you'd love to see return, feel free to get in touch or keep an eye on our social media for restock announcements.