Shipping Policy
BurntSand currently ships within Australia only. We do not offer international shipping at this stage.
Shipping approximates
Order confirmation
After placing an order, you will receive an order confirmation email confirming that your order has been received.
Please check your order details carefully, including your name, email address, shipping address, product selection, size, colour and quantity. If anything is incorrect, please contact us as soon as possible at contact@burntsand.com.au.
Made-to-order products
Many BurntSand products are made to order. This means your item is produced after your order is placed, rather than being held as ready-made stock.
Because of this, shipping time includes both production time and delivery time. Estimated timeframes:
Product type Estimated production and delivery timeframe
Canvas prints Approximately 7-14 business days
Hoodies Approximately 10-20 business days
T-Shirts Approximately 10-20 business days
Hoodies & jumpers Approximately 10-20 business days
Joggers Approximately 10-20 business days
These timeframes are estimates only and may vary depending on production demand, supplier processing times, courier delays, public holidays, weather events or other factors outside our control.
Customers are responsible for providing a complete and accurate shipping address at checkout.
BurntSand is not responsible for delays, failed delivery or lost parcels caused by incorrect or incomplete shipping details provided by the customer. If you notice an error in your shipping address, please contact us as soon as possible at contact@burntsand.com.au.
Delivery issues
If your order appears delayed, missing, damaged in transit or marked as delivered but has not arrived, please contact us at contact@burntsand.com.au and we will help investigate the issue where possible.
If an item arrives damaged, faulty, incorrect or not as described, please contact us with your order number and clear photos of the issue so we can arrange a suitable remedy in line with your rights under Australian Consumer Law.
Shipping costs
BurntSand shipping costs are calculated at checkout based on the products in your order and the fulfilment method required.
Apparel items are produced and shipped through our apparel fulfilment partner, Tapstitch. Apparel shipping is calculated separately from canvas shipping and may vary depending on the item type, weight, quantity and delivery requirements.
Canvas prints are produced and shipped through our Australian print partner, Diamond Photo. Canvas shipping starts from $13.75 for the first canvas item, with an additional $5.50 added for each extra canvas item in the same order.
Because apparel and canvas prints are produced by different fulfilment partners, they may ship separately and arrive at different times. If your order includes both apparel and canvas prints, separate shipping charges may apply and you may receive separate tracking details for each shipment.
The final shipping cost will always be shown at checkout before payment is completed.
Tracking information
Once your order has been produced and shipping/tracking details are provided to BurntSand, we will send you a follow-up email with the available tracking information.
Tracking details may not be available immediately after your order is placed, as made-to-order items must first be processed and produced before they are shipped.
Contact
For shipping questions or order support, please contact:
BurntSand
contact@burntsand.com.au
Sunshine Coast, Queensland, Australia
Pricing updates
Pricing updates
Product prices and shipping rates may be updated from time to time to reflect changes in production costs, supplier fees, packaging or delivery charges.
Any current product price and shipping cost will be shown before checkout. Once an order has been placed and paid for, the price paid at checkout will not be changed unless we contact you directly and you agree to a change, or a refund/cancellation is arranged.
Returns & Refunds
Privacy Policy
At BurntSand, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share information when you visit our website, place an order, contact us, or make an enquiry about our products or photography services.
By using our website, you agree to the collection and use of information in accordance with this policy.
Data Collection
We may collect personal information that you provide directly to us, including your name, email address, phone number if provided, billing and shipping address, order details, product selections, customer messages, and photography booking enquiries.
Payment information is processed securely through third-party payment providers such as Stripe, PayPal, Wix Payments or other approved payment services. BurntSand does not store your full card details.
We may also collect basic website and analytics information, such as pages visited, device type, browser type, general location data, and website activity through cookies or similar technologies.
How We Use Your Data
We use your personal information to process and fulfil orders, provide customer support, send order confirmations and tracking updates, respond to enquiries, manage photography bookings, improve our website, and maintain accurate business records.
We may also use your email address to send updates about BurntSand products, launches or services if you have opted in to receive marketing communications. You can unsubscribe from marketing emails at any time.
Data Protection
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Your information may be stored through secure third-party platforms we use to operate the business, including website, ecommerce, payment, email, shipping, fulfilment and recordkeeping providers.
While we take reasonable care, no online system can be guaranteed to be completely secure.
Cookies & Tracking
Our website may use cookies and similar technologies to help the site function properly, remember preferences, understand website traffic, improve customer experience, and support analytics or marketing features.
You can adjust cookie settings through your browser. Some website features may not work properly if cookies are disabled.
SHaring your information
We may share your information with trusted third parties where needed to operate BurntSand, including website hosting platforms, payment processors, print and fulfilment partners, shipping providers, email services, analytics tools, professional advisers, or government authorities where required by law.
We only share information where necessary for business operations, order fulfilment, legal compliance, customer support or service improvement.
ACCESSING OR UPDATING YOUR INFORMATION
You may contact us to request access to, correction of, or deletion of personal information we hold about you, subject to any legal or recordkeeping obligations.
To make a privacy enquiry, contact BurntSand at contact@burntsand.com.au.
Apparel Terms
BurntSand apparel is made to order and may be produced through our print and fulfilment partner, Tapstitch. Some apparel orders may be produced and shipped directly from Tapstitch as part of the fulfilment process.
Please check all product details carefully before purchasing, including size, colour, design placement, fit notes and care instructions.
Product colours and print appearance may vary slightly due to screen settings, garment dyeing, snow-wash finishes, printing methods and production batch differences.
Once production has started, made-to-order apparel cannot be cancelled or returned for change of mind, incorrect size selection or incorrect product selection. This does not affect your rights under Australian Consumer Law if an item is faulty, damaged, incorrect or not as described.
Print Terms
BurntSand canvas prints and photographic products are made to order using original BurntSand imagery and may be produced through our Australian print partner, Diamond Photo. Some canvas or print orders may be produced and shipped directly from Diamond Photo as part of the fulfilment process.
Please check your selected size, orientation and product details carefully before placing an order. Colours may appear slightly different between screens and the final printed product due to differences in display settings, printing processes, materials and lighting.
BurntSand prints are for personal use only and may not be copied, reproduced, resold, distributed or used for commercial purposes without written permission from BurntSand.
Intellectual Property
All original BurntSand content, including photography, designs, artwork, product graphics, text, branding, website content and digital materials, is owned by BurntSand unless otherwise stated.
You must not copy, reproduce, modify, distribute, sell, resell, publish or use BurntSand content for commercial purposes without prior written permission.
Purchasing a product does not transfer ownership of any BurntSand intellectual property.
User Conduct
You agree to use the BurntSand website for lawful purposes only. You must not misuse the website, attempt to interfere with its operation, submit false or misleading information, use another person’s details without permission, or copy, scrape or reproduce website content without authorisation.
BurntSand may cancel or refuse an order where we reasonably believe there has been fraud, misuse, incorrect pricing, unavailable stock, payment issues, abusive conduct or a breach of these terms.
Orders and Payments
All prices are listed in Australian dollars unless stated otherwise. Payment must be completed at checkout before an order is processed.
After placing an order, you will receive an order confirmation email. This confirms that your order has been received, but does not guarantee that an order can be fulfilled if there is an error, stock issue, supplier issue or payment problem.
If we are unable to fulfil your order, we will contact you and arrange a suitable remedy, such as a refund or alternative option.
Australian Consumer Law
Nothing in these terms limits your rights under Australian Consumer Law.
If a product arrives faulty, damaged, incorrect, unsafe or not as described, please contact us at contact@burntsand.com.au with your order number and clear photos so we can assess the issue and arrange a suitable remedy.