FAQ: Frequently Asked Question(s). A list of questions and answers, frequently asked in some context, to assist in helping you the customer to better understand our web site and procedures.
Our questions are organised into 4 categories: General, Scrapbooking, Ordering & Shipping.
Q: Does Splice House offer Gift Vouchers?
A: We currently have three different values - $25, $50 and $100.
Q: Do you offer a rewards/loyalty program?
A: Currently we do not have a rewards/loyalty program.
Q: Where are you located?
A: We are located in Queensland, Australia.
Our mailing address is:
P.O Box 746
Oxenford, Queensland 4210
Q: How secure is your site?
A: Our website uses Secure Sockets Layer (SSL) to ensure secure communication and encrypt the contents of information (particularly credit card details) when you proceed through the checkout.
Q: What is a Coupon/Promotion Code and how do I use it?
A: A coupon/promotion code is a special combination of characters and numbers (e.g. Launch08) which provides a discount off your total purchases. This may be a fixed amount (e.g. $5) or a percentage (10%).
The coupon/promotion code gets entered during the checkout process.
Q: Can I use more than one Coupon/Promotion Code on an order?
A: We can only accept 1 coupon/promotion code per order.
Q: Do you have a "real" store?
A: Splice House is an Internet based store only. We do not have a traditional brick and mortar store that customers can come and visit. As our customers are physically unable to visit us, we strive to make your shopping experience with us as personal as possible.
Q: Do you offer Lay-bys?
A: Splice House offers Lay-bys on orders over $75.00, excluding postage. Lay-bys require a minimum 10% deposit (non refundable) paid up front with regular fortnightly payments and finalised within 8 weeks. In the event of cancelling your Lay-by your 10% deposit will be retained for administrative purposes with all other monies being paid refunded back to you. All Lay-by payments are to be paid by Direct Bank Deposit and include your order number and Customer Surname for easy identification.
Q: How can I search for a particular product?
A: We have done our best to make locating a product as easy as possible. You are able to view all our products by Product Category (found on the left hand side of the page) and by Manufacturer (found on the left hand side below Product Category). You can also use our Search function by entering in key words and clicking ‘Search.’ (Found on the top right hand side of the page).
Q: Do the images shown reflect the true appearance of the product?
A: All images have been scanned or photographed to best depict the true colours of the products, and descriptions are as accurate as possible, however due to the age of your monitor, and your personal monitor settings, colours of products may vary slightly.
Q: What is Scrapbooking?
A: Scrapbooking is a unique way of preserving those special moments in time. This can be done in many different ways – cropping the photo, backing the photo on coloured paper, journaling (writing something about what is happening in the photo), by adding embellishments (objects that add beauty to the page for example: ribbons, stickers, brads, die cuts, rub ons and much much more)
Q: What does “photo-safe” mean? What if some of my items are acidic?
A: Photo-safe means the item is acid- and lignin-free, and plastics are not made from PVC. Acids and lignin can damage or fade photos over time. If you have memorabilia that is acidic, such as newspaper clippings or ticket stubs, there are different ways to compensate for the effect so it can still be used in your album. You can use an archival spray to neutralize the acid, scan and reprint your memorabilia on to photo-safe paper or use special pouches to place the items in so that your other memorabilia is not damaged.
Q: What is acid?
A: Acid is an extremely harmful product and can cause photos and other material to deteriorate, become brittle and eventually crumble. Acid material will slowly burn and yellow your photos.
Q: What is acid free?
A: Products that are Acid-free have a PH level of 7.0 of higher. By having products in your albums that are acid free will lengthen the life of your albums. All our paper is acid free.
Q: What is Lignin Free?
A: Lignin is a naturally occurring substance that exists in wood pulp therefore paper. Over time the lignin causes photos to become brown, old newspapers are an example of this. Lignin-Free just means the lignin has been removed during the manufacturing process. All our paper is acid and lignin free.
Q: What payment options are available?
A: Splice House currently accepts the following methods of payment:
* Master Card
* Visa Card
* Direct Bank Deposit
Account Number: 11808837
Bank: Heritage Building Society
Account Name: Splice House
Note: Please allow up to 5 working days for Direct Bank Deposit to be credited to our account. Orders will not be posted until receipt of payment.
Any orders that are placed and not paid for within 5 working days will be returned to stock. Please notify us if you are experiencing any difficulties, and we will do our best accommodate you.
Q: What happens if I’m looking for certain products? Can you order them for me?
A: We are continually expanding our product range, but if you send us an email and let us know what you are looking for, we will endeavor to do our best to find any products that would suit your needs.
Q: Do you have a minimum order amount?
A: Yes, there is a minimum order amount of $10.00.
Q: What currency are prices listed in?
A: All prices are in Australian Dollars (AUD) and include Goods & Services Tax (GST).
Q: How do I know if my order was received?
A: Within minutes of completing your order, you should receive a confirmation e-mail letting you know that we have successfully received your order. If however you have not received a confirmation e-mail, please contact us via email (relevant email address) for assistance.
Q: How do I check the status of my order?
A: Once you have placed your order you will receive an email with a copy of your order and your order number. When your order is shipped we will also send you another email, letting you know that your order has been processed and shipped.
Q: When can I expect to receive my order?
A: From the moment we receive your order we strive to have your order processed, packaged and shipped within 24–48 hours after having received payment (Orders are shipped via Australia Post Monday to Friday). The method of payment and the type of delivery service you choose will also determine the time frame in which you can expect to receive your order.
Q: What happens if an item I order is found to be out of stock?
A: When products on our site are out of stock, the product will no longer be available for selection. Splice House strives to ensure the quantities on the site are up to date at all times. If a product is found to be out of stock, we will deduct the amount of the out of stock item from your total and adjust the shipping rate if required.
Q: What happens if I need to make an adjustment to my order?
A: We will endeavor to help you as best we can to accommodate any requests you may have. Please email your requested adjustment to the following address email@example.com and if your order has not already been shipped we are happy to make the requested adjustments for you.
Q: There is a problem with one or more of the products I received in my order, what should I do?
A: If your product arrives safely, but has a manufacturing defect, please contact us via the following email address, firstname.lastname@example.org, including your order number, the name of the product that is defected with a brief explanation. We will contact the manufacturer on your behalf, keeping you up to date on the progress and resolution.
Q: Can I come and pick up my order?
A: Unfortunately as we are not a ‘brick and mortar’ business, we are unable to accommodate a local pick up service, or personal shopping. We thank you in advance for your understanding.
Q: What happens if my order arrives to me damaged?
A: Splice House strongly reccomends Registered Post. While we ensure that all orders are packed with care and in pristine condition, we can not be held responsible for any damage recieved to your order while in transit, unless you have chosen to have your order delivered via Registered Post. This option can be picked while in the check out stages for a small fee of $2.70 protecting you from loss and damage to your parcel.
Q: How much will my shipping charges be?
A: At Splice House we calculate your shipping cost based on the weight of the total package including packaging and requested shipping speed, with our rates based on Australia Post's charge rates.