Frequently Asked Questions
What payment types do you accept?
♥ Currently, payments can be made safely with Visa, Mastercard and American Express. This includes debit cards like Visa Debit.
♥ If you need to pay via PayPal, please contact me with the details of the product you'd like to purchase, and your email address. I can send you a PayPal request for the correct amount if you prefer.
♥ If you're in Australia, & would like to pay via direct bank transfer, contact me for details. Your order will be processed once the funds clear.
Is my transaction secure?
♥ All purchases will be designed and/or shipped once your payment has cleared.
Will I be charged import taxes or custom fees?
♥ No taxes are added by me, but if you're ordering outside of Australia, your country will have it's own custom fee policies and structure. All custom fees, import taxes and other fees are the customers responsibility. You can find your country's policies via Google. No refunds can be issued for non-delivery because of refusal to pay custom fees.
♥ Customs can cause unavoidable delays - they can choose to hold goods, if there appears to be something not right with the details included. I always label packages with the correct contents and dollar value to avoid delays.
WHAT IS YOUR RETURN AND REFUND POLICY?
Please read my full refunds policy here.
DO YOU ACCEPT INTERNATIONAL ORDERS?
Absolutely! I utilise a combination of international shipping from Australia, and also work with fine art suppliers in your country depending on the product.
If you are ordering a chopping or serving board, please check out your country's wood import policy first. I would hate for you to be disappointed that your country won't allow your board through customs.
PROCESSING & PRODUCTION TIMES
Once your payment is processed, I will design your work. Here's a guide for how long it will normally take.
♥ Design proofs will be emailed to you within 2 business day.
♥ Any changes you request will add time to this, and do remember that I'm in Australia so allow for different time zones. Giving me as much info as you can upfront will really help speed the process. Every time I need to wait for your email to confirm a detail or provide new proofs, delays the process.
♥ Don't forget to add melinda(at)soakstudio(dot)com to your safe email list - there have been times when my emails and proofs are sent to Spam or Junk boxes because of your email safety settings, and I have no other way to contact you.
♥ Once you've approved your personalised design, allow 2-4 production days before shipping. Items that are printed by me tend to ship next day, with canvas & large format prints taking a few production days.
♥ For non-personalised orders, there is no design time, so you will move straight to this production time allowance before shipping takes place.
♥ Australian Delivery: 6-8 days standard, 3-5 days express
♥ International Delivery: 2-4 weeks
If you would like a specific turn around time for a specific product, please contact me with the details. I am able to be more accurate once I know what product you want and where it's shipping to.
Many of these times will be quicker, but I prefer to allow a little extra especially as many of the personalised prints are for special occasions. There's nothing more stressful than a print that is due to arrive on the day of the event! For rush orders, you can purchase digital versions of my personalised prints, which I email to you. You then have it printed at your local print place the same day. Easy, and a life saver!
Who produces your prints?
♥ There are several ways my prints and canvases are produced. Many of the prints are produced by me, with the larger prints, and canvases being produced by my fine art suppliers.
♥ I only work with printers who use the highest quality archival papers and canvas, as well as an excellent reputation for serving the fine art industry. I currently work with printers in Australia, the US, UK, NZ, Ireland and Canada, which allows many of the larger prints and canvases to be produced in the country you purchase from. I believe this is a wonderful way to support your local businesses, as well as minimising delivery times and the carbon footprint on shipping.
♥ Handmade items such as serving boards, cards, and embroidered book pages, are all created and shipped by me from Mooroolbark, Australia.
What's the quality like?
♥ I never work with cheap imports or non-archival products. For example, there are several cheap canvas makers that appear to be Australian - but they are actually offshore importers, with no proper contact info and no place of business you can visit. I avoid these like the plague! I only work with people I can speak to, and many of them are artists themselves, with specialist businesses, so they know exactly what quality products to use.
Can I get a custom design?
♥ Absolutely! See a design you love & want it personalised, or a different variation based on my designs? Contact me with your requirements - special sizes, colour requests, or specific designs. I'll work with you to create the perfect design. Please note the custom designs cost a bit more than those listed in my shop.
♥ Also note that custom design requests may form the basis for future products offered in the shop. Please let me know if you want a one of a kind, never to be repeated design, so I can quote you correctly.
COPYRIGHT & LICENSING
Can I showcase your designs on my blog or website?
♥ You may not use the work for commercial purposes, but are most welcome to share my work on your blog, social media, or business accounts, with the condition that it is back linked to the original listing or my site.
♥ If you need to crop an image to the frame, or make sure it has a white background to group with other items, that's fine too. Just don't add text to my images, or use them for any purpose other than sharing as products.
♥ For press features, or photographer and stylist enquiries, check out my press page here.
Can I reproduce the artwork I purchased?
♥ No, you can't. No copyrights or reproduction rights are transferred in any sales. You are purchasing the item or design only, with usage as listed in each item, and are for personal use only.
♥ Unless listed as One of a Kind (OOAK) all prints, designs, and artworks are open editions.
♥ Please contact me with any licensing or reproduction inquiries and commercial needs.
All rights of trademarks, designs, texts and all other products are under my sole copyright. This website is protected by copyright. Modifications, reproductions or any imitation or copy is forbidden. This site is owned and operated by Melinda Katotriatis trading as Soak Studio. All of the content featured or displayed on the site, including, but not limited to, text, graphics, photographs, images, moving images, sound, illustrations and software ("Content"), is owned by Melinda Katotriatis. All elements of the site including, but not limited to, the general design and the content, are protected by copyright, moral rights and other laws relating to intellectual property rights.