Question 1

Why choose Etta Mae?

Accepted Answer

Etta Mae Decor is a family owned and operated, local online retailer.  We strive to bring you quality, meaningful decor for your weddings and other milestone events because your memories matter to us. We are socially and environmentally conscious - using natural, sustainable and recyclable materials where possible and encouraging the practice of repurposing and reusing your decor and homewares to minimise waste. You can learn more about us here.(javascript:void(0))

Question 2

Where are you located?

Accepted Answer

We are a family owned and operated online retailer based in the City of Melville, Perth, WA, Australia

Question 3

Do you have a shop or location we can visit?

Accepted Answer

No, sorry we currently do not have any physical stores. We are an online retailer only. You can see the products on our website, place an order and sit back, relax and wait for the goodies to arrive! Too easy!

Question 4

How do I use a coupon code?

Accepted Answer

Lucky you! 
To redeem your discount coupon, all you have to do is enter the code at the checkout and the discount will be applied.
Please note that the code MUST BE entered BEFORE finalising your order to be applied. 
Coupon codes cannot be used in conjunction with any other offer. If you have more than one coupon code, you can use these on your next purchases.

Question 5

What currency are your prices in?

Accepted Answer

All prices on the Etta Mae’s website are shown in Australian Dollars (AUD) and include GST.

Question 6

Do you offer product samples?

Accepted Answer

No, we are unable to offer samples of our products.
Our product images and descriptions are detailed and comprehensive so you can be sure about your purchase. If you have any further questions about our products, don’t hesitate to email us at emma@ettamae.com.au (mailto:emma@ettamae.com.au?subject=Hey Etta Mae. I have a question about a product...)and we will answer your query.

Question 7

Do you accept international orders?

Accepted Answer

No, we’re sorry, at this time we only distribute within Australia. However, please check back with us in the future. As our business grows we will expand our distribution.

Question 8

How do I place an order?

Accepted Answer

We are so glad you found something you like!
All orders should be placed through our secure shopping cart system. Simply add the items you like to the cart and the number you need (if ordering multiples). When you have finished shopping, go to your cart and follow the directions and instructions at the checkout.
If there are any issues when placing your order on our website, please contact us here.(undefined)

Question 9

What payment options are available?

Accepted Answer

At Etta Mae, we accept Credit Card, Visa Debit and PayPal.

Question 10

How much is shipping?

Accepted Answer

Standard shipping is FREE Australia wide.
If you require express shipping, please let us know. Additional charges may apply and will be calculated by weight.

Question 11

Can I change or cancel my order?

Accepted Answer

We strive to process your items within 24 - 48 hrs after you have placed and paid for your order. 
If you contact us within this time frame and your order has not been processed, you are free to make changes. 
If your order has already been processed, unfortunately, changes or cancellations cannot be made after this time. 
If additional items need to be purchased, you will need to place another order.
Please contact us as soon as possible at emma@ettamae.com.au,(mailto:emma@ettamae.com.au?subject=Hey Etta Mae. Can you help me change my order please?) if you need to make alterations to your order.

Question 12

How long will my order take to arrive?

Accepted Answer

We strive to process your items within 24 - 48 hrs after you have placed and paid for your order. Standard Australia Post will take up to 7 days delivery, however, should be in a hurry to receive your items (we completely understand - we would too!), let us know, we can offer an express delivery option which will have your order arrive within 2-3 days.

Question 13

What if I'm not at home when my order arrives?

Accepted Answer

We always recommend someone is available to receive your parcel.
Consider using an alternative mailing address where someone will be home or a work address as a safe option.
Alternatively, during checkout there is an option to apply a signature to your delivery, if you feel uncomfortable about it being left unattended.
In this case, if there is no-one home at the time of delivery, your parcel will be taken to a central location for pick up and a notice will be left at your residence with instructions on how to do this. (It is usually your local post office).

Question 14

What do I do if my order doesn't arrive?

Accepted Answer

We’re sorry you haven’t received your parcel from us!
Please let Australia Post know immediately by phoning 13 13 18  with your article ID tracking number so they can track the whereabouts of your order.
Etta Mae Decor, is not responsible for tracking parcels.

Question 15

I have received my order, but there is a problem. Can I get a refund?"

Accepted Answer

We really hope you love everything you order from Etta Mae.
We take pride in providing high quality products to our customers. However, if there is a problem with your purchases, you can return them to us.
 
To be eligible for a refund:
1. Simply contact us within 3 days of the date of delivery to apply for a refund. Please include your order number and a clear photo as proof of damage.
2. If your application for a refund or replacement has been approved, you will be advised via email.
3. Return your damaged items within 21 days from the date of delivery, with the original receipt and order number. We will only accept returns that are in the original packaging and unopened. Please do your best to ensure the items are adequately packaged to avoid damage on the return journey.
4. Once we receive your returned items, we will process your refund within 7 days or arrange for a replacement item to be shipped in its place. Refunds are issued via the same transaction method you used in your original purchase. It is your responsibility to check that your refund has been received. If you have not received your refund within 14 days, please contact us at emma@ettamae.com.au (mailto:emma@ettamae.com.au?subject=Hey Etta Mae. There's a problem with my delivery...)
Please send all returns including your order confirmation to the address below:
Etta Mae Decor
26 Arkwell Street
WILLAGEE   WA   6156
PLEASE NOTE: We do not provide refunds on products purchased under the following conditions:
 • Sale or clearance items.
 • A change of mind.
 • Items returned after the date of your event.
 • Items ordered late and thus arrive after the date of your event.
 • If you have chosen the incorrect colour, style or size.
 • Items that are lost or damaged during transit that were not covered by parcel protection insurance.
 • Items that have been opened, used or damaged.
 • Items that have been specifically sourced and ordered for you and are not standard stock items.
Please refer to our Returns Policy (javascript:void(0))for full details or contact us (undefined)for more information.

Question 16

What happens if my products are damaged when they arrive?

Accepted Answer

We really hope your items reach you in tip top condition, but in the unlikely event your package is damaged or goes missing:
1. Simply contact us within 3 days of the date of delivery to apply for a refund. Please include your order number and a clear photo as proof of damage.
2. If your application for a refund or replacement has been approved, you will be advised via email.
3. Return your damaged items within 21 days from the date of delivery, with the original receipt and order number. We will only accept returns that are in the original packaging and unopened. We will only accept returns that are in the original packaging and unopened. Please do your best to ensure the items are adequately packaged to avoid damage on the return journey.
4. Once we receive your returned items, we will process your refund within 7 days or arrange for a replacement item to be shipped in its place. Refunds are issued via the same transaction method you used in your original purchase. It is your responsibility to check that your refund has been received. If you have not received your refund within 14 days, please contact us at emma@ettamae.com.au (mailto:emma@ettamae.com.au?subject=Hey Etta Mae. There's a problem with my delivery...)
Please refer to our Returns Policy (javascript:void(0))for full details or contact us (undefined)for more information.

Question 17

What happens to my personal information?

Accepted Answer

We take your privacy extremely seriously and treat your details with respect. Therefore, under no circumstances do we share your information to any third party, without your prior consent.

Frequently Asked Questions