Curious Llama PO Box 3231, Mentone East, VIC 3194 Phone: 0414 980 378 Email: hello@curiousllamadesign.com ABN: 46 984 913 371

Curious about why we are called Curious Llama?

I get asked this a lot! The name Curious Llama came from a holiday I took in 2003 with my then-boyfriend (now hubby) where we spent 14 weeks travelling through South America. What an epic adventure that was. We came across many a llama during our time there, even on the Inca Trail which was an incredibly gruelling trek but so very worth it when we awoke at 4am to complete the trail so as to arrive for sunrise over Machu Picchu. We thought the llamas were such fascinating-looking creatures, but the way they looked us up and down with such curiosity made my husband remark – Curious Llama, now that would make a great business name. So I took his advice and here we are today, a stationery + design business that owes its name to a very curious creature with many happy memories attached.

Do we have a retail store?

Not just yet but maybe one day! Currently, our products are sold through our online store here and various wholesale stockists around Australia.

How do you contact us?

If you need help shopping online, please contact us either by emailing us at hello@curiousllamadesign.com or through our contact form here . For enquiries about orders, please mention your order number in any correspondence.

Can I amend my order once placed?

Please email us urgently at hello@curiousllamadesign.com quoting your order number and we’ll assist wherever possible.

Is GST included in the price?

Yes, the price shown includes Australia’s 10% Goods and Service Tax (GST).

What payment methods are accepted?

We accept Visa, Mastercard and PayPal. Orders will be dispatched once your invoice is paid in full.

When will my order be dispatched?

Dispatches occur within 3-5 business days of placing your order (excluding public holidays), once full payment has been received on our end. We will contact you if we are experiencing any delays.

Curious Llama uses the eWAY Payment Gateway for online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments. Payments are fully automated with an immediate response. Your complete credit card number cannot be viewed by Curious Llama or any outside party. All transactions are performed under 128 Bit SSL Certificate. All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data. eWAY is an authorised third-party processor for all the major Australian banks. eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Curious Llama.

FAQ - Curious Llama

Questions?

You should find the answers you need here. Might want to make a cuppa first though, some of it’s a bit dry but we have to include it to keep the big wigs happy…

General

Design Services

Does Curious Llama work with clients worldwide?

Yes, we have worked with clients located both within Australia and overseas and are fully set up with the Adobe Creative Suite so we don’t need to be physically in your office to work for your company.

How can Curious Llama help my business?

Ever feel like there are just not enough hours in the day or that you are juggling too many roles? As a Freelance Graphic Designer, I can take care of any design jobs that are taking up your precious time, so you can focus your efforts on other areas of your business.

If you want to get back on top of your Email Marketing or need a Brochure that will open up exposure to new clients but don’t have the time/equipment/skillset, I can help. Agency fees are not cheap, and if you don’t have the office space to hire an in-house graphic designer, then hiring me as a remote-based Freelance Graphic Designer is an ideal way to grow your team without all the associated costs.

To discuss how I can help you, please get in contact.

What graphic design services do we provide?

A quick summary of the design support I can offer your business is:

Graphic Design ( Visual Identity Design, Marketing Design, Website Design),
Digital Marketing (Emails and Social Media Content Creation) and
Print Design (Publication Design, Flyer Design and Packaging Design).

You can find more information here. I’m happy to chat about what help you may be looking for, so please email me and let’s start the conversation.

What is the working process for working together?

We’ll first meet either online (if the time zone permits) or by email and have a bit of a chat to get to know each other and make sure what you are needing to be designed is something we can help you out with. If you would prefer a chat over the phone we can of course do this (again, if the time zone permits we’re not vampires, we do like our sleep).

If we hit it off (of course we will!), we’ll send you a contract outlining our working agreement along with a deposit invoice and design brief which has a selection of questions for you to answer so we can find out a little bit more about your business and really start to understand what you are needing. Don’t worry, the questions are nice and easy to answer and are along the lines of do you have fonts/colours you need us to use, describe your business in one short paragraph, how do you want your clients to perceive you etc.

When you have completed the design brief and your deposit payment has been received, we can begin working on your project/s. We believe that the best outcome is achieved by open, ongoing communication between us. When you partner with us, we genuinely want your business to thrive so we are passionate about going above and beyond to ensure that what you get from us not only meets but exceeds your expectations.

Stationery Sales

Shipping

Can my order be delivered to a PO box?

Yes, we’ll happily ship your order to your PO Box.

Do you ship internationally?

Yes, however, delivery cannot be calculated at checkout so you would need to contact us at hello@curiousllamadesign.com with the products you wish to order and I will put together a quote for you based on the weight/quantity of your items and delivery address.

Our delivery policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We normally confirm receipt of your order within a few minutes of ordering. We will aim to send your goods via Australia Post within 3-5 working days; however, if we’ve been smashed with a heap of orders, then delivery may take a little longer. If you wish to query a delivery please contact us at hello@curiousllamadesign.com.

Our shipping charges

Retail customer orders are shipped through Australia Post. Delivery is free for orders over $60. For orders under $60, delivery is a flat fee of $9.95 Australia-wide. Express delivery is also available at a flat fee of $14.95 Australia-wide. If we cannot fulfil your order we will notify you within 7 business days to arrange an agreeable alternative item, a backorder or a refund.

Wholesale customer orders are shipped via Express Courier (with a signature required on delivery). Delivery is calculated based on the weight/quantity of your items. If we cannot fulfil your order we will notify you within 7 business days to arrange an agreeable alternative item, a backorder or a refund. If you would prefer to know shipping costs before placing your order, please email your order to wholesale@curiousllamdesign.com and we’ll happily put together a quote for you.

Refunds & Returns

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please first check your bank account and then contact your credit card company, as it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund yet, please contact us at hello@curiousllamadesign.com.

Non-refundable

Goods that have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. Any item not in its original condition, is damaged or, missing parts for reasons not due to our error. Any item that is returned more than 14 days after delivery.

Physical goods

If you are not happy with your order for any reason, please notify us within 14 days. We will assess returns on a case-by-case basis. Please email us at hello@curiousllamadesign.com within that time if you are not satisfied with your purchase so that we can resolve any problems. It is up to you to return the item to us in new condition and in the original packaging. We do not cover delivery costs for returns. Please choose carefully, refunds are not provided for change of mind.

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Shipping your return

To return your product, you should mail your product/s to:
Curious Llama (returns)
PO Box 3231, Mentone East VIC 3194.

All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via registered post and require you to pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit; therefore advise you to take out shipment registration of insurance with your postal carrier. Curious Llama will not be responsible for parcels lost or damaged in transit if you choose not to insure. If you have any further questions, please send us an email at hello@curiousllamadesign.com.

Security

Privacy

Changes to privacy policy

If we decide to change our privacy policy, we will post those changes to this privacy statement and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here.

Collection of information

In order to use our website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including email. Any information collected by Curious Llama is collected via correspondence from you or your company. This may be via the telephone, email, mail or directly through our website.

Communications

Curious Llama uses personally identifiable information for essential communications, such as emails, account information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at hello@curiousllamadesign.com.

Introduction

Curious Llama regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Curious Llama users, and conforms to internet privacy standards. If you have questions or concerns regarding this statement, you should first contact email us at hello@curiousllamadesign.com.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our website.

Links

Links on the Curious Llama site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.curiousllamadesign.com.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Storage of collected information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete credit card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our website, you can email us at hello@curiousllamadesign.com.

Third Parties

Curious Llama does not share any information with third parties for any unknown or unrelated uses.

Use of collected information

Any details collected from Curious Llama customers are required in order to provide you with our products and/or services, and a high level of customer service.