Information & Terms
Purchasing & Care Information
Each Helen Paull Creative piece is handcrafted with care. Please see information below to help you in the purchasing process.
Ordering
Ready-to-wear pieces are available through Helen Paull Creative and selected stockists (from time to time) for Australia-wide delivery, subject to stock availability.
Custom pieces may be available by enquiry and are subject to design suitability, quotation, and availability.
To confirm a custom piece, a 50% deposit is required before work begins, with the balance due before dispatch. Deposits secure production time and materials and are non-refundable once work has commenced, except where required by Australian Consumer Law.
Any design changes may incur additional costs or timing changes and will be agreed before further work continues.
All production and delivery timeframes are estimates only. While Helen Paull Creative will make every reasonable effort to complete orders within the estimated timeframe, delays may occur due to the handmade nature of the products, supplier delays, material availability, illness, high demand, shipping disruptions, or other circumstances beyond our reasonable control. Helen Paull Creative will keep customers informed of any significant delays.
All prices are in Australian Dollars (AUD). Published prices apply at the time of purchase.
Custom piece quotations are valid for 30 days unless otherwise stated.
Delivery
Your order will be packaged with care. Delivery timeframes provided by Australia Post or any courier are estimates only. Helen Paull Creative is not responsible for delays occurring after an order has been dispatched where those delays are outside its reasonable control.
International delivery may be available by enquiry only, with availability and delivery arrangements confirmed prior to purchase. International delivery costs will apply, and any customs duties, taxes, and import charges are the purchaser’s responsibility.
Delivery costs and estimated delivery timeframes are subject to the delivery provider’s service.
Additional delivery insurance may be arranged on request, with additional charges applying.
Risk in the goods passes to the purchaser upon delivery to the nominated delivery address.
Lost deliveries. Once an order has been dispatched, Helen Paull Creative will assist customers in making enquiries with the delivery provider where a parcel is delayed or appears lost. Where a parcel is confirmed as lost, the parties will cooperate in pursuing any claim available through the delivery provider or transit insurance where applicable.
Damage during transit. Customers should inspect deliveries as soon as reasonably practicable and notify Helen Paull Creative within five (5) business days if a product appears to have been damaged during transit. Photographs of the packaging and product should be provided where possible to assist in assessing the claim.
Material availability
Helen Paull Creative carefully sources quality materials from Australian and international suppliers. Occasionally, particular materials, trims, feathers, fabrics, or embellishments may become unavailable without notice. Where this occurs, Helen Paull Creative may substitute materials of substantially similar quality, appearance and value after consulting with the customer where reasonably practicable.
Returns & Faults
Ready-to-wear pieces may be returned for ‘change-of-mind’ within five (5) business days of delivery receipt if they are unworn, unused, and in their original condition and packaging. Return delivery costs for change-of-mind returns are the purchaser’s responsibility. Please contact Helen Paull Creative for return address details.
For change-of-mind returns, pieces must be free from signs of wear, damage, or alteration.
Because custom pieces are created especially for you, they are not available for change-of-mind returns.
If your piece arrives damaged or appears faulty, please contact Helen Paull Creative detailing the issue (include photos where possible), so we can promptly assess the matter and work toward a resolution in accordance with Australian Consumer Law.
Damage caused by wear, accidents, incorrect storage, exposure, deterioration from age, or improper handling is not considered a fault.
Each piece is handmade, and small variations in materials, colour, embellishments, and finish are not considered faults.
Where a product is found to have a minor fault, Helen Paull Creative may elect to repair or replace the product under the Australian Consumer Law.
Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Product Care and Use
To keep your piece looking its best, please wear, handle, and store it with care in the supplied box or a suitable container, away from sunlight, heat, and moisture.
Designs may include but not limited to, delicate materials, wire, threads, glues, dyes, feathers, and embellishments. Please handle, store, and wear your piece with care. To the extent permitted by law, Helen Paull Creative is not responsible for damage or injury arising from use of a piece.
Customers are responsible for ensuring they do not have sensitivities or allergies to the materials used.
Customers with allergies, sensitivities or specific material requirements should contact Helen Paull Creative before placing an order. Helen Paull Creative will provide available information about the materials used where reasonably practicable but cannot guarantee the complete composition of all components supplied by third parties.
Materials are carefully selected from suppliers. Responsibility for the sourcing, manufacture, and compliance of those materials remains with the respective supplier.
To the maximum extent permitted by law, Helen Paull Creative excludes liability for indirect, consequential, or economic loss arising from the use, misuse, storage or handling of a product. Nothing in these terms excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Helen Paull Creative pieces are individually handcrafted using a variety of natural and manufactured materials, which may include but is not limited to fabrics, feathers, wire, metal components, trims, embellishments, dyes, and adhesives. As materials are sourced from a range of suppliers, detailed composition information may not always be available.
Intellectual Property
All Helen Paull Creative pieces, designs, artwork, logos, and photos are the intellectual property of Helen Paull Creative.
Please obtain written permission before reproducing Helen Paull Creative designs, photos, artwork, or other creative content for commercial use or publication.
Where practical, please credit Helen Paull Creative when sharing images of your piece on social media or in publications.
Helen Paull Creative may use images featuring its pieces for portfolio, website, marketing, promotional, and social media purposes.
Purchasing, commissioning, or borrowing a piece does not transfer ownership of the design or intellectual property.
Ownership of the piece does not pass to the purchaser until full payment has been received.
Commissioning a custom piece does not grant any copyright or reproduction rights.
Editorial Loans
Editorial loan pieces remain the property of Helen Paull Creative and must be returned in original condition by the agreed date.
The borrower is responsible for return delivery costs, and any loss, damage, or failure to return a piece by the agreed date may result in repair or replacement costs.
Please credit Helen Paull Creative in published editorials. Helen Paull Creative may also use editorial images for portfolio, website, marketing, and social media purposes.
Payments & Privacy
Payments are processed through our third-party payment provider. Payment information is handled securely in accordance with their privacy and security practices and is managed by the third-party provider.
Helen Paull Creative only collects personal information required to process orders, provide services, communicate with customers, or meet legal obligations.
Information submitted through the Contact form is used to respond to your enquiry and to communicate with you about your request.
Cookies
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Force Majeure
Helen Paull Creative is not liable for delays caused by circumstances beyond its reasonable control including supplier shortages, postal disruptions, natural disasters, or illness.
Effective as at 1 September 2026 & subject to variation.