FAQ
What are your processing times?
Usual processing time is within 2 business days from design approval. Weekends and Public Holidays are not included. (Days may increase during peak seasons.)
How long will my order take to arrive?
Please follow the link below for Shipping times & information.
https://inthesemoments.com.au/pages/shipping
Note orders are processed within 2 business days from approval.
I can't upload an image, what do I do?
If you're having trouble uploading your image - no problems. Simply email your high quality image to sales@inthesemoments.com.au along with your order number.
I want to see what my order will look like before it's made?
No problems - Designs are sent for approval before printing, with the exception of Keyrings.
KEYRING ORDERS: Unless specified in your order your Keyring will be made and sent without design approval - If your image is not suitable or does not fit within our template you will then be contacted.
How do you hang the Growscroll?
We have created some detailed instructions and a video for you here.
Please advise your product packaging size and weight ?
Growscroll : White cardboard box 310mmx85mmx85mm - 410 grams
Please advise the Growscroll dimensions and weight ?
Total Height: 180cm / 71 Inches
( measurements on the Growscroll start at 20cm to allow space for skirting boards etc and end at 200cm )
Pine ( Scroll Top and Bottom ) "Classic" : Width 29.5cm
Pine ( Scroll Top and Bottom ) "Modern " : Width 19.5cm
Canvas Width 17.5cm / 6.9 Inches
Total weight : Approx. 400 grams
Do you Ship Internationally ?
Yes we ship internationally and we have been shipping overseas regularly. Depending on which product is purchased charges are between $16 - $30 AUD for International shipping using Australia Post. For any detailed concerns we suggest you briefly view the information here International Post Guide.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
What is your return policy?
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be 100% happy with your purchase. If you change your mind or you are unhappy with your purchase from In These Moments you can return it to us and receive a refund provided that:
• You return the item to us within 30 days and cover the return shipping costs;
• The item is undamaged in its original condition and packaging, including any instructions and accessories.
• Custom Growscrolls - Your design will be emailed to you for approval/changes before processing your print. Should there be a mistake in a name or date that is not picked up by you during the design/approval process a refund/return will not be granted.
If the product purchased is faulty please let us know the details of the fault within 30 days of purchase and we will repair or exchange it and also cover the return shipping costs.
In These Moments Pty Ltd reserves the right to:
Assess the condition of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
Custom or personalised orders:
Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns.
Additional Question
Please feel free to ask us any further questions by the contact form at the bottom of this page or via the email address provided in the footer. We will endeavour to respond as soon as possible and also publish the frequently asked questions on this page.
