Artists Academy Events Shop About

Artists Academy Events Shop About

Legal

Shipping & Returns Policy

Last updated: October 2026

This policy applies to merchandise purchased through the Heartbeat Agency shop at heartbeatagency.com.au. Every item is printed or embroidered to order through our print-on-demand partner, so it works a little differently to a regular retail return.

Shipping policy

Production time

Items are printed or embroidered to order once payment is confirmed. Production usually takes 3 to 5 business days. Embroidered caps may take a little longer.

Delivery time

After production, delivery takes approximately 7 to 12 business days within Australia, and 6 to 30 business days for international orders, depending on the destination country.

Shipping costs

Australian orders: A$7.95 for the first item, plus A$2.50 for each additional item. Shipping is free on Australian orders over A$100. International orders: A$14.95 for the first item, plus A$5 for each additional item.

Tracking

You'll receive an email with a tracking number once your order ships.

Customs & duties

International orders may be charged import duties or taxes by the destination country on arrival. These are the customer's responsibility.

Refund & returns policy

Faulty, damaged or wrong items

If your item arrives faulty, damaged in transit, or isn't what you ordered, email us at admin@heartbeatagency.com.au within 30 days of delivery with your order number and a photo of the issue. We'll offer a free replacement or a full refund, your choice — no need to return the item unless we ask.

Change of mind

Because every item is made to order, we can't offer refunds or exchanges for a change of mind, including an incorrect size selected. Please check the size guide on each product page before ordering.

Lost parcels

If tracking shows no movement for more than 20 business days, contact us and we'll investigate with our shipping partner, then send a replacement or refund if the parcel is confirmed lost.

Wrong address

Please double check your shipping address at checkout. We aren't responsible for orders delivered to an address entered incorrectly by the customer.

Refund timing

Approved refunds are issued to your original payment method within 5 to 10 business days.

Consumer guarantees

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, which cannot be excluded.

Contact us

For any question about an order, shipping, return or refund, email us at admin@heartbeatagency.com.au.

Music is our pulse.
Artist bookings · Touring · Event curation