Every piece that leaves the studio is made with care and packed with the same. But if something goes wrong along the way, here's how we handle it.
Because every piece in the shop is an original — made by hand, one at a time — we're not able to accept returns or exchanges for change of mind. Please take your time before purchasing, and reach out if you have any questions about a piece before you buy.
Photos are taken in good natural light and represent each piece as honestly as possible. Colours may vary slightly on different screens — this is normal, and not a reason for return.
If you're unsure about a piece — size, colours, how it looks in a space — just ask. I'm happy to send additional photos or answer questions before you commit. hello@fractalalley.com.au
If your order arrives damaged, please get in touch within 48 hours of delivery at hello@fractalalley.com.au with:
— Your order number
— A photo of the damage
— A photo of the packaging
Depending on the situation, we'll offer a replacement (if possible) or a full refund. We take care with packaging, but transit damage does happen — and it's never your problem to carry.
Custom and commission pieces — personalised quilling letters, custom mandalas, or any made-to-order work — are non-refundable once the work has begun. This is because materials are purchased and time is committed specifically for your piece.
Before any custom work starts, we'll confirm all details with you — the letter, colours, size, and any preferences. Changes can be made up until work begins. If something isn't right once it's finished, please reach out and we'll do our best to find a solution.
Every piece leaves the studio made to last. But handmade work occasionally has a mind of its own — a quilled strip that lifts, a paper edge that loosens over time, a detail that doesn't hold the way it should. If that happens through no fault of your own, I want to know.
For original art and handmade pieces, if something fails due to a craft or materials issue — not from being dropped, broken, or mishandled — get in touch and I'll repair it. No charge. This applies to pieces sold in the shop, not to plants or custom work where post-handoff conditions vary.
Just send a photo to hello@fractalalley.com.au describing what happened and we'll arrange the repair from there.
This isn't a formal warranty — it's just the right thing to do. If I made it and it didn't hold up, that's on me.
All plants are grown and cared for here in the studio. They leave in good health, and are packaged carefully for local delivery or pickup.
Because plants are living things, we're not able to accept returns once they've left. Their care — light, water, humidity — becomes your responsibility from the moment they arrive. We're happy to share care notes for any plant in the shop, just ask.
If a plant arrives in noticeably poor condition due to something that happened in transit, please get in touch within 24 hours with a photo and we'll sort it out.
Not sure how to care for a plant you've ordered? Just ask — I'll send through everything you need to know to help it settle in.
Where a refund is approved — for a damaged item in transit, or in another agreed circumstance — it will be processed back to your original payment method via Stripe within 5–10 business days.
We'll always confirm a refund with you by email before it's processed.
If your situation isn't covered above, or you're not sure what applies — just reach out. We'd rather talk it through than have you left wondering.
hello@fractalalley.com.au
Or use the contact form on the website.