FAQs
Find answers to common questions about our collections, orders, shipping, returns and more.
Frequently asked questions
About Our Products
What is Harmonic Heritage?
Harmonic Heritage is a gifting and décor brand offering handcrafted brass and silverware pieces, brought to Australia from artisan makers with a long tradition of metal craftsmanship. Each piece is designed to be a keepsake gift — for weddings, housewarmings, festivals and other special occasions.
What materials are your products made from?
Our pieces are crafted primarily from brass and silverware, using traditional techniques including hand-casting and hand-finishing. Specific materials and finishes are listed on each product page.
Why might my item look slightly different to the photo?
Because our products are handcrafted, slight variations in colour, texture, finish or pattern are normal and are part of what makes each piece unique. These natural variations are not considered faults and do not affect your rights under the Australian Consumer Law (ACL).
How do I care for my brass or silverware piece?
To keep your piece looking its best:
- Wipe with a soft, dry cloth after use or display.
- Avoid prolonged contact with moisture, and dry promptly if it gets wet.
- Use a gentle brass or silver polish occasionally — avoid abrasive cleaners.
- Store in a dry place; some tarnishing over time is natural for solid brass and silverware and can be polished away.
Ordering & Payment
How do I place an order?
Simply add your chosen items to your cart on harmonicheritage.com.au and complete checkout. You'll receive an order confirmation email once we've received your order.
Does an order confirmation mean my order is guaranteed?
Not necessarily. An order confirmation acknowledges that we've received your order, but doesn't guarantee acceptance — for example, we may need to decline or cancel an order if a product is unavailable, there's a pricing error, or we're unable to fulfil it. We'll contact you if this happens.
What payment methods do you accept?
Payments are processed securely through Shopify, our payment provider. Accepted payment methods are shown at checkout.
Is my payment information secure?
Yes. Payment details are handled directly by Shopify under their own security standards. We do not store your full card details on our own systems.
Can I cancel or change my order after placing it?
Please contact us as soon as possible at info@harmonicheritage.com.au if you need to change or cancel an order. As orders are generally dispatched within 1–2 business days, we can't guarantee a change once an order has already been processed for dispatch.
Are prices in Australian dollars?
Yes. All prices on harmonicheritage.com.au are displayed in Australian dollars (AUD), inclusive of GST where applicable, unless stated otherwise.
Shipping & Delivery
Where do you deliver?
We currently deliver across Australia — to metropolitan, regional and rural locations — through Australia Post.
How long will my order take to arrive?
Orders are generally dispatched within 1–2 business days of payment confirmation. From dispatch:
- Standard Shipping: 3–7 business days
- Express Shipping: 2–4 business days
These are estimated timeframes, not guaranteed delivery dates — actual delivery may vary due to location, public holidays, weather or carrier delays. Remote and regional addresses may take a little longer.
How much does shipping cost?
Shipping charges are fixed. Orders above $150 offer free shipping For any order below $150, flat rate of $11 are charged for standard delivery and $15 for express shipping.
How do I track my order?
Once your order is dispatched, you'll receive a confirmation email with tracking information (where available) so you can follow its progress through Australia Post.
What if I entered the wrong delivery address?
Please double-check your details at checkout, as we're not responsible for delays caused by an incorrect or incomplete address. If a parcel is returned to us for this reason, additional shipping charges may apply for re-delivery.
My order hasn't arrived, or it arrived damaged — what should I do?
Contact us at info@harmonicheritage.com.au and we'll investigate, liaising with Australia Post where needed. We may ask for photos to help resolve the issue. This doesn't affect your rights under the Australian Consumer Law.
Returns, Refunds & Exchanges
What is your change-of-mind return policy?
We offer a 14-day change-of-mind return period from the date of delivery. Items must be unused, unopened and in their original packaging. Approved change-of-mind returns are issued as store credit only — store credit is non-transferable and can't be exchanged for cash. Return shipping costs are the customer's responsibility, and original shipping fees are non-refundable.
Which items are not eligible for change-of-mind returns?
Sale or clearance items, gift cards, and customised or personalised orders are excluded from change-of-mind returns. We may also decline a change-of-mind return if the item has been used, altered, damaged after delivery, shows signs of unauthorised repair, or is returned without its original protective packaging.
My item arrived damaged, faulty, or wasn't what I ordered — what are my rights?
Contact us at info@harmonicheritage.com.au as soon as possible. Where a product has a major failure under the Australian Consumer Law, you can choose a refund or replacement; for a minor failure, we'll offer an appropriate remedy such as repair or replacement. For confirmed faulty, damaged or incorrectly supplied items, we'll cover reasonable return shipping costs.
Can I get a cash refund if I've simply changed my mind?
No — change-of-mind returns are a voluntary policy and are issued as store credit only. The Australian Consumer Law doesn't generally require a cash refund for a change of mind. Your rights to a refund, repair or replacement for a faulty, damaged or misdescribed item are separate and are not affected by this.
How long does a refund or store credit take to process?
Store credit for an approved change-of-mind return is issued within 5 business days of us receiving and inspecting the returned item. Approved ACL refunds are processed to your original payment method within 5 business days of approval.
Privacy & Your Data
How do you use my personal information?
We use your details to process orders, arrange shipping, respond to enquiries, and — where you've consented — send marketing communications. Full details are in our Privacy Policy.
Do you share my information with third parties?
We don't sell your personal information. We only share what's necessary with service providers such as Shopify (payments) and Australia Post (delivery), or where required by law.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time using the link in any marketing email, or by contacting us directly.
Still Have a Question?
Our team is happy to help — reach us at info@harmonicheritage.com.au, or see our full Terms of Service, Shipping Policy, Return & Refund Policy and Privacy Policy for further detail.
We're not currently able to process orders placed from India through our website. Customers in India are welcome to email us directly at info@harmonicheritage.com.au and our team will be happy to help.