Welcome to Precious Pouches - Hand Made with Love

FAQ's

GENERAL QUESTIONS

Q: What are your service time frames?

Dispatch times: This is dependent on demand and will usually be within 1-5 days.

Delivery times: Once your order is dispatched, delivery to Adelaide is normally within 1-2 days, to the rest of Australia 2-7 days, and to New Zealand takes approx. 10-20 days.

Customer Care response times: We always aim to get back to you within 24 hours.

Return times: Please allow 5 days for processing once we have received your order back.

Q: Are Precious Pouches available in any shops to see and/or purchase?

No, currently we are an online store only.
 
Q: Why should I create an account with Precious Pouches?

Creating an account is good for keeping track of your orders and also keeps your details on file for any future orders you may make.

Q: How do I create an account with Precious Pouches?

You can create an account on the checkout page, or by clicking on the Account icon at the top right hand side of each page. This is the middle icon between the search and cart icons.

Click on the 'Create Account' link and fill in your details. An email from us will then be sent to the address you registered with, please click on the link in your email to verify your email address.

Q: How do I know what size Precious Pouch to order?

For a snug fit, measure the length and width of your glassware and add on a couple of extra centimeters.

Q: What size are Precious Pouches available in?

We currently offer the following sized pouches:

  • Mini - 17 cm (L) x 5 cm (W)
  • Small - 16 cm (L) x 15 cm (W)
  • Medium - 22 cm (L) x 20 cm (W)
  • Large - 25 cm (L) x 23 cm (W)

Q: Can you make different size pouches to your size range?

Absolutely, if there is not a size listed above to suit your needs you can contact us here for a quote to make a pouch in the size you require.
 
Q: Can I wash my Precious Pouch?     

Yes. Precious Pouches can be washed by hand or in your washing machine on a cool gentle cycle. Then you can hang it out to dry or put it in the tumble dryer.

SHOPPING QUESTIONS

Q. Why do you have an 'Age Restriction' on some of your products?

You must be 18 to view or make a purchase of any glassware we sell on our website. By selecting the 'agree' button you are agreeing that you are at least 18 years of age.

We cannot be held responsible for the actions of anyone using this website who is under 18 years of age.

Q. Are your glassware products legal?

Absolutely! Some of our products may contravene with particular laws in certain parts of the world. In the event that you (our customer) break any of these laws, we (Precious Pouches) will not be held responsible.

All our glassware products are intended for tobacco use only. All of our glass pipes and bongs are suitable for smoking a variety of herbs which include tobacco and tobacco cigarettes.

It is your own responsibility to comply with your local laws.

Q: Do you keep my credit card details?

No, for security reasons we do not hold any credit card details after any purchase has been made on our website.

Q: What payment methods can I use?

Our online store accepts all main credit cards, as well as PayPal.

Q: Is checkout on your website secure?

Yes. Our website uses SSL security encryption ensuring you can shop securely online.

SSL security encryption badge - Precious Pouches

Q: What does SSL security encryption mean?

Secure Sockets Layer (SSL) is a standard security technology for establishing an encrypted link between a server and a browser. It means your connection to that website is secure and encrypted.

Any data you enter is safely shared with that website, ensuring that all data passed between the web server and browser remains private.
 
Q: I’ve placed an order on your website, when will I receive it?

Your order will be custom made to order so please allow up to 5 days (depending on demand at the time, this should be quicker).

An additional delivery time frame with our courier will also need to be taken into account. These are approximately Adelaide: 1-2 days, rest of Australia: 2-7 days, New Zealand: 10-20 days.

Q: The fabric I like is unavailable or is no longer showing on your website, why?

If a fabric is out of stock it will show as 'sold out'. Please contact us here if you would like to know when it will become available again.

If a pattern that you like shows as 'unavailable' this is because some of the patterns are large and not suitable to use for the smaller sized pouches.

If a fabric is no longer showing on our website then it would be obsolete.

Q: The item I want to order shows as 'Sold Out'. When will it be back into stock?

If an item you want to order is Sold Out, please contact us here or call on 1300740377. We will let you know when it will be back in stock and you can pre-order if you wish.

Q: How do I know that your products are in stock?

If any item is out of stock it will show on our website as 'Sold Out', and you will not be able to add it to your cart.

Q: Can I place an order over the phone?

We recommend ordering online as a better option. This is because when you order online you can keep up to date as you will receive emails to confirm your order as well as the tracking details as soon as your order is on it's way.

If you still prefer to order on the phone we can certainly take you order, please contact us with your telephone number and we will call you as soon as possible.

Q: Can I cancel or amend details in my order?

Once you have placed your order Cate will get to work on it straight away so we can get it out to you as quickly as possible. If you change your mind about anything, please contact us here as soon as possible.

SHIPPING QUESTIONS

Q: How much does shipping cost?

Shipping costs depend on your location as well as the weight of your order.

Adelaide: up to 500g - $7.95, up to 1kg - $10.50, up to 3kg - $12.50    
Rest of Australia: up to 500g - $9.50, up to 1kg - $11.95, up to 3kg - $14.65 

Remote parcel deliveries to Australia are charged a simple flat-rate surcharge of $13 on top of the above rates.

New Zealand: up to 500g - $16.95, up to 1kg - $19.00, up to 1.5kg - $29.72, up to 2kg - $32.85

Q: Do you ship to PO Boxes or Parcel Lockers?

Unfortunately the courier we use cannot ship to PO Boxes or Parcel Lockers.

Please include a valid Australian or New Zealand address for the delivery of your order.

Q: Which couriers do you use to ship with?

We use Sendle as our delivery courier.

Q: Can you call me prior to delivery of my order?

No, unfortunately our couriers do not have the facilities to call you prior to delivery.

Q: Do you ship Internationally?

Currently we are only shipping to Australia and New Zealand. However, if there's a product that you are interested in please contact us here with your full delivery address. We can check how much shipping to your country will cost.
 
Q: How long until I will receive my order?

Once your order has started being made and we process the charges to your credit card, it will usually ship within 5 days from the date of your order.

We will send you tracking information within 24 hours of your order being on it's way, to the e-mail address you provided when checking out.

If you do not receive tracking information from us within 6 days of your order, feel free to follow up with us.

Q: Do I need to be home when my order is delivered?

No, you do not need to be home for delivery. If you're not at home when your order is delivered, our courier will leave it at the front door. 

If you have any special delivery instructions please include them on your order. You will find an ‘Add a note to your order’ on the cart page. Alternatively, you contact us here or call us on 1300740377.

If you prefer not to have your parcel delivered when you're not home, we recommend using an alternate address such as your work or a neighbours house.

Q: I have placed an order, how do I know you have received it?

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically start making it for immediate shipment to you.  

Q: How do I track my order?

Once your order has been shipped, you will receive an email with tracking details. This will include the tracking number specific to your order and delivery. Simply follow the links on your email to follow the tracking of your order.

If you haven't received an email with your tracking details, please check if it has landed in your spam folder. If you still can't find it, please contact us here or call us on 1300740377 and we will provide you with your tracking number.

Alternatively, if you have created an account with us, you can login and track your order in your account.

Q: My order has been dispatched but I haven't received it. Where is it?

Please contact us here and we will investigate as to where your parcel is.

EXCHANGE OR REFUND QUESTIONS

Q: Do you accept returns or exchanges?

We want you (our customer) to be completely satisfied with your purchase, so yes we do accept returns and exchanges. To return or exchange your item you will need to contact us within 30 days of purchase.

You will need to make sure the product and packaging is still in a perfect re-saleable condition, with no missing parts and no damage to the packaging.
Once we have received your returned product, we will process the refund or exchange.

Please note: We do not refund shipping costs. Therefor for a Refund - we will only refund the product cost. For an Exchange - You will also incur a new shipping cost when the exchanged product is shipped out.

Q: How much time do I have to return an item?

If you change your mind or are not happy with your purchase, please contact us within 30 days of the purchase date.

Q: I’ve returned my online order, how long until I receive my refund/exchange?

Please allow 5 days from when your order has been received by us for your refund/exchange to be processed. Once this process has been completed we will send you an email confirmation. If you do not receive confirmation of your refund / exchange after 5 days, please contact us here.

Q: My product has arrived damaged. What do I do?

Although we take extensive care when packaging orders, sometimes damages happen during transit. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it.

If your item(s) do arrived damaged, please take photos and give us a call on 1300740377 so we can work with you on how we can best resolve the issue. Please take photos of all damage, including the item and any damaged packaging.

Q: How long will it take to get my refund?

If you are returning your product due to change of mind, your refund will be processed once we receive the product in saleable condition (i.e. still in brand new perfect condition).

Refunds will only be issued to the original credit card that you use when placing your order. Once the refund has been processed, it can take up to a few business days for the funds to be received back onto the card the original order was placed with. This is dependent on your bank.

Q: I received faulty items in my order, how do I go about a replacement?

Should you have any concerns with the quality of the items in your order, please take some clear photos and give us a call on 1300740377.

Q: I am not happy with my recent purchase, can I get a refund?

We offer 30-day returns on all purchases. If your order has already been shipped, you (the buyer) will also be responsible for actual return shipping charges.

Refunds will only be issued to the original credit card that you use when placing your order. Please contact us here or call 1300740377.

If for any reason you want to return your product, please visit our returns policy page for more information.