FAQ

Ordering and Shipping

Timeframes

The most common question is “how long will my order take” .As a rough guide- 2 weeks maximum. We usually dispatch your order sooner rather than later.

If you leave a date in the comments section I can do my best to accommodate for you!

As each item is made to order it does take time and pride to make your products to the best of standards. 

Please feel free to email me with any timeframe requests. Dispatch timeframes are a guide only and do NOT include delivery time. Timeframes quoted are business days and do not include weekends or public holidays.

Once your order is dispatched I dos end a tracking number to your email so you can keep an eye on it. Once your order has been shipped, Rockmelon Online cannot accept responsibility for loss or any damage to your package, please refer to our Terms & Conditions for further information. 

 

Australian Shipping
Your order will be carefully packaged and shipped via Australia Post delivery service. 

If you have questions regarding postage to your location, please contact us via email to rockmelonxo@gmail.com prior to placing your order.


Typical delivery time within Sydney Metro is 1-2 days, to most capital cities in 3-7 days and to most regional areas within 8-10 days.

Delivery to Australia:
Flat Rate Australia Wide $10 -sent AusPost  and Includes tracking
Small Item Shipping $7 -sent AusPost  and Includes tracking
Large/heavy Item Shipping $20 - quoted at checkout- sent AusPost  and Includes tracking

* The above mentioned shipping times are just a guideline and in many cases your order will arrive sooner. However, we are not responsible for delays in shipping times due to postage service delays or any other delays that stem directly from circumstances beyond our control.

 

 

International Shipping

Rockmelon Online ships orders worldwide.

The quoted timeframes below are a guide only. International Delivery: Please note that these timeframes don’t include any customs delay at either end.

When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. International postage is sent as regular air mail. Please allow up to 30 business days for your order to arrive to you from SYDNEY, AUSTRALIA. Please note that not all countries allow for tracked postage internationally. If you have questions regarding postage to your location, please contact us via email to rockmelonxo@gmail.com  prior to placing your order.

Once your order has been dispatched we will not be held responsible for incorrectly provided addresses, late, lost or damaged products.

Orders shipped outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient is wholely responsible for any such charges.

* The above mentioned shipping times are just a guideline and in many cases your order will arrive sooner. However, we’re not responsible for delays in shipping times due to postage service delays or any other delays that stem directly from circumstances beyond our control.

 

Urgent Priority Shipping- Australian orders only

If you require your items by a certain date, please opt for our URGENT - PRIORITY ORDER  to ensure your order is made within one week and shipped via Express Post. An additional fee does apply for this service.

Please note that selecting Express Shipping ensures your order is moved through the postal service quickly via Australia Post, but doesn’t always mean it will be made faster.

 

Re-Delivery

Please note that any orders that are returned to us via the postal service - due to incorrect information supplied or items not being collected - will incur additional postage fees if it is to be redirected to an alternative address. 

 

Where is my parcel?

We send tracking numbers with all orders- Have you checked your tracking number? Sometime our emails to you with your tracking number will be in your junk mail folder. 

Please check your tracking before contacting us about your order. If you require your items by a certain date, please opt for express shipping for peace of mind, and let us know  by emailing rockmelonxo@gmail.com  

In some cases, delivery has been attempted but the calling card as gone astray and the package is either waiting at the post office for pick up or is at your courier's depot awaiting your call for re-delivery.

I need it now! Do you do rush orders?

Sometimes you just need things quick…I can try my best to help when possible but it does depend on the current work volume etc.  I do offer a rush order fee of $10- please email me and I can let you know if we can get it done and shipped to you in time!

 

How long will my order take?

Please see Timeframe info under Ordering and Shipping

How long will shipping take?

Please see Shipping info under Ordering and Shipping

How much is shipping?

Please see Shipping info under Ordering and Shipping

 

I live locally and would like to pick up my order. Can I do that?

Sure thing!  Please send us an email before ordering so we can give you a “no postage” code to use when checking out.

Do you send orders to PO Boxes?

Nope sorry! Aus post doesn’t allow this.


I made a mistake with the text on my order. Can I change it?

Make sure you email us ASAP with your order number and the correction- if it is within 24 hours we should be able to change it for you!

I made a mistake with the text on my order. Can I change it?

Make sure you email us ASAP with your order number and the correction- if it is within 24 hours we should be able to change it for you!

What are your products made from?

Depending on the actual item ordered, we typically state under the product info the material, but here is a run down…

Timber Products
We use premium 5mm timber plywood interior.  Wood grain directions, lines and textures do vary with a natural material.

If you have ordered a painted product, we use premium interior paint in semi-gloss and hand paint each item.

Acrylic Products
Our acrylic items are typically 3mm acrylic in either a mirror or gloss finish.

 

Where are your products made?

All Rockmelon Xo products are hand made one by one, with love, care and pride in our Sydney based studio.

Everything from design to cutting and finishing is done here- so we can customise everything to your needs 😊

 

Are your products designed for children?

LOOK BUT DON'T TOUCH: Items are not to be handled by children, they are for eyes only. Do not hang items above cots or beds or within a child's reach

What payment methods do you accept?

We accept:

  • Credit/debit card
  • PayPal
  • Afterpay

 

Do you offer returns/exchange or refunds?

We want you to be happy, however each item is made to order, we can’t alter something once it’s made- please email us ASAP if you have a change or alteration.

If you have any questions just ask, I’m here to help!

 

What happens if my item is faulty or arrives damaged?

In the case that your item is faulty, please contact us within 48hrs of delivery with images of the product and we can sort it out from there with you!