Terms and Conditions

Welcome to our little handmade corner of the internet.

By purchasing from our store, you agree to the terms below. We’ve done our best to keep things simple, clear, and fair because we believe shopping handmade should feel personal, easy, and enjoyable.

All of our products are lovingly handmade in small batches, which means slight variations may occur and make each piece uniquely yours.

As each item is handmade, slight variations in sizing, stitching, fabric placement, and colour may occur. These small differences are part of the charm and individuality of handmade products.

We do our best to photograph products accurately, however colours may vary slightly depending on your screen or device settings.

Measurements listed are approximate and may vary slightly between pieces.

Shipping

All orders are packed with care and dispatched within our listed processing timeframe.

Once your parcel has been shipped, you will receive tracking information via email. Please note that delivery timeframes are estimates only and may vary during busy periods or due to postal delays outside our control.

If your parcel experiences an issue in transit, please contact us and we’ll do our best to assist.

Returns & Refunds

We offer a 14 day happiness guarantee on eligible items.

If your piece doesn’t meet your expectations:

  • Please contact us within 14 days of receiving your order
  • Items must be unused, unworn, and in their original condition

We may review returns to ensure everything is in line with our policy.

Refunds

Once your return is received and approved:

  • Your refund will be issued back to your original payment method

Please note:

  • Shipping costs are non-refundable
  • Return shipping is the responsibility of the customer

Faulty or Damaged Items

If your order arrives damaged or faulty (which we hope never happens!):

We will organise a replacement or full refund as quickly as possible.

Exchanges

We currently offer exchanges on children’s clothing for size changes only.

To be eligible:

  • Items must be unworn and in original condition
  • Contact us within 14 days of delivery

Return postage is at the customer’s expense.

A Few Things to Note

We’re unable to offer refunds or exchanges on:

  • Custom or personalised pieces
  • Pre-order items
  • Sale items
  • Earrings (for hygiene reasons, unless faulty)

We also don’t accept:

  • Returns outside the 14 day window
  • Exchanges for change of mind

By placing an order with ISSYMAE, you’re agreeing to these terms.

Thank you for supporting handmade and small business it truly means the world to us 

Heat Pack Safety Disclaimer

Our lupin heat packs are handmade with care using 100% cotton fabric and natural lupin filling. Please read and follow all care and heating instructions before use.

Heat packs can cause burns if overheated or used incorrectly. Always test the temperature before applying to skin, especially for children, elderly persons, or those with sensitive skin.

For safe use:

  • Do not overheat
  • Do not use while sleeping
  • Do not apply to broken or sensitive skin
  • Allow the heat pack to cool between uses
  • Inspect regularly for wear or damage
  • Discontinue use if the product becomes damaged or develops an unusual smell

Adult supervision is recommended when used by children.

For cold therapy, place the hot/cold pack inside a sealed plastic bag before placing in the freezer to help protect the fabric from moisture.

As each heat pack is handmade, slight variations in size and appearance may occur.

By purchasing and using this product, you acknowledge that it is used at your own discretion and risk. We are not liable for injuries or damages resulting from misuse, overheating, or failure to follow care instructions.

Nothing in this disclaimer excludes your rights under Australian Consumer Law.

Privacy Policy

A little note before we begin

We care deeply about your privacy and want you to feel safe and comfortable when shopping with us. This policy explains how we collect, use, and protect your personal information in a simple, transparent way.

We follow the Australian Privacy Principles under the Privacy Act 1988 (Cth).

What we collect

When you shop with us or interact with our website, we may collect a few details to help us process your order and give you the best experience possible, including:

  • Your name
  • Email address
  • Shipping and billing address
  • Phone number (if provided)
  • Order details and purchase history
  • Any messages you send us

When you visit our website, we may also collect basic technical information such as:

  • Your IP address
  • Device and browser type
  • Pages you visit and time spent on our site
  • Cookies that help our website run smoothly

How we collect your information

We collect information when you:

  • Place an order in our store
  • Sign up to our email list
  • Contact us directly
  • Browse our website (via cookies and analytics tools)

Why we collect it

We only collect what we need to keep things running smoothly and beautifully behind the scenes, including:

  • Processing and delivering your order
  • Communicating with you about your purchase
  • Providing customer support
  • Sending occasional emails (if you’ve opted in)
  • Improving our website and customer experience
  • Protecting against fraud or misuse

How your information is stored

Your information is stored securely through trusted platforms such as our ecommerce provider and payment gateways.

We take reasonable steps to protect your personal information from loss, misuse, or unauthorised access. While no online system can ever be completely secure, we do our best to keep everything safe and protected.

Sharing your information

We only share your information with trusted third parties who help us run our store, such as:

  • Payment processors (e.g. Stripe, PayPal)
  • Shipping providers (e.g. Australia Post and couriers)
  • Our website platform (e.g. Shopify)
  • Email and marketing services 
  • Website analytics tools

We will never sell your personal information.

Cookies & website tracking

Like most websites, we use cookies to help our store function properly and to understand how people use our site.

Cookies help us:

  • Keep your cart working
  • Improve website performance
  • Understand which products are most loved
  • Show you more relevant content and ads

You can disable cookies in your browser settings, but some parts of the site may not work as intended.

Marketing & emails

If you choose to join our mailing list, you may receive occasional emails from us with updates, new products, or special offers.

You can unsubscribe at any time by clicking the link in our emails — no hard feelings, ever.

Accessing your information

You’re always welcome to reach out and ask what personal information we hold about you, or request corrections if something isn’t quite right.

Just contact us and we’ll help as soon as we can.

How long we keep your information

We keep your information only for as long as needed to:

  • Complete your order
  • Meet legal and tax requirements
  • Support customer service enquiries

After that, it is securely deleted or anonymised.

Third-party links

Sometimes we may link to other websites we love or recommend. We are not responsible for the privacy practices of those websites, so we encourage you to check their policies too.

Changes to this policy

From time to time, we may update this Privacy Policy to reflect changes in our business or legal requirements. The latest version will always be available on our website.

Get in touch

If you have any questions about your privacy or how your information is handled, please feel free to contact us anytime.

We’re always happy to help.

A final note

Thank you for trusting our small handmade business. Every order, every visit, and every interaction means so much — and we take your privacy just as seriously as we take the care we put into our handmade pieces.

Thank you for supporting handmade. Every order supports a small business, slow-made creativity, and many cups of tea along the way