Restock / Release
HOW TO SNAP UP YOUR GEMS + TOOLS! AND ALL THE DETAILS IN BETWEEN!
Ok so we all know that restocks + releases by our fav makers can be a frenzy of heart palpitations, secret online shopping from the bathroom at work, in the car at school pick up or in the middle of the night because your on the other side of the world...sooooo I wanted to dedicate a space on my website for all the guff you need to know when your shopping with Polly Collective - below is a mix of advice, FAQ and important info so make sure you read carefully so your not surprised or flustered at restock.
WHAT IS A RESTOCK / RELEASE + WHEN IS IT?
A restock is an allocated date and time that I will be adding my products to my online store for you to purchase. Restock is literally adding fresh stock for you to buy but products that you are familiar with or that I usually have. A Release is brand new products - like fresh designs, new tools or products that you haven't seen before. The reason I sell this way is that I am able to use the month to prepare, make, curate and design everything and get it ready at my pace. It doesn't work in my current situation for me to have my store open 24/7 however that is the future goal! To meet the demand of my customers wanting my tools I have amazing stockists that carry my rad tools 24/7 and ship internationally as well! They are - Blackbird + Violet and 2wards Polymer Clay.
The date for my next restock is - TBA
I have found the easiest way to figure out when to get online and how to figure out the time and day for your time zone? Pop to a time zone converter like this one HERE
The other tip is to get onto my Instagram and go to the highlight for the current restock and enable the count down reminder! Put an alarm in your phone as well and I reckon you will be set.
HOW DO I KNOW WHAT WILL BE IN YOUR RESTOCK?
I try to share as much as I can on Instagram stories which I will then save to a restock highlight, however if your wanting something specific feel free to DM me or Email me, I will do my best to answer you! Most restocks or releases I try to have my full suite of tools with some Lucky Dip Guide Sets or Tools and some fresh new colours, as well as some of my fav tools and supplies.
HOW DO I NAVIGATE YOUR RESTOCK / RELEASE?
When the shop opens at the allocated date and time (usually on time but like I'm human so it could be 5 minutes late) just pop to the SHOP tab and you will see the categories that you can shop under, they are easily navigated - ALL TOOLS is literally all my tools and supplies related to making with Polymer Clay - including Guides, Foils, Colour Mix Collections, Blades, Shaping Tools etc. ALL JEWELLERY will have all Statement Earrings, Studs, Necklaces and Lanyards in one place.
WHAT PAYMENT TYPES DO YOU OFFER?
PayPal and now After Pay! To make it quicker for your check out make sure you are set up with a PayPal account - but if you don't have one that's fine you can just use your credit card via the PayPal facilities.
I HAD ITEMS IN MY CART + NOW THEY ARE GONE?
Literally the most frustrating part of any restock is when you are happily shopping and adding all the goodies to your cart...then you go to check out and half of them are gone.
Its that age old saying ITS NOT YOURS UNTIL YOU HAVE CHECKED OUT AND COMPLETED PAYMENT I know I know I hate it too but its out of our control, so here is some advice.
Know what you want - make a list and prioritise!
Be quick + don't dilly dally
Use the option of combining orders - see COMBINING ORDERS below for all the details.
So when an item is super popular + two people add it to their cart and then literally check out within seconds of each other the item will oversell. It happens more often than I would like especially with Lucky Dip Guide Sets and Sale Items, so with Lucky Dip Guide Sets I'm often prepared and will keep a couple aside for this exact reason. HOWEVER in any other case where we only have one of that item (For example sale earrings or popular styles) we will refund the customer who was last to purchase and advise by email that this has happened. Unfortunately this is just the nature of a big release or restock but combining orders may help if there is something you really want to snap up!
COMBINING ORDERS - Domestic and International
To avoid missing out we happily offer the option to COMBINE multiple orders but there are some super duper IMPORTANT guidelines for this to happen, its really simple so don't skip it! I don't have a fancy system that tells me who has ordered multiple times, so I rely on your AMAZINGNESS to let me know what your up to, follow the two simple steps below.
FIRST - YOU MUST EMAIL YOUR REQUEST WITHIN 24 HOURS - Absolutely NO exceptions.
STRICTLY NO DMs via Instagram or Facebook these get easily missed, adding a note to your order will not be seen until your order is being packed so that will not work either. But I do like to receive notes from you so feel free to tell me something funny or whatever you like to keep me motivated while I pack orders LOL
SECOND - PROVIDE ALL OF YOUR ORDER NUMBERS THAT YOU WISH TO COMBINE IN THAT EMAIL REQUEST
This enables me to quickly combine them and process refunds as needed rather than searching for your orders. Thanks in advance! My email address is below in our info footer you will receive an email confirmation within 48 hrs usually. You can send me multiple emails if you combine a few times as long as it is within the 24 hour time frame.
COMBINING INTERNATIONAL ORDERS
The process is the same as Domestic Order Combining HOWEVER...
The cost of shipping is based on weight and size, for both domestic and international orders I can not promise that combining will be possible. It will depend on the weight of your combined orders, so it may be a partial refund of your shipping costs, what I can promise is that I do my best to make it work for you. Domestic orders are usually ok, this mostly applies to international shipping as AUSTRALIAN POST is very strict with international shipping weights.
I HAVE SENT THE EMAIL NOW WHAT?
Lastly once your email is received, I will flag it and reply within 48 hours - my reply will be to advise that I have processed your refund or letting you know if I have to do a partial refund because you shopped up a storm and its not going to all fit in one bag! At my end I have a special spreadsheet that lists your name, order numbers and any other important notes like address changes, if the order is a gift or if I need to add something specific and I work from that - hence I need you to provide that information to me via EMAIL if you have something super important I need to know before I pack your order.
Refunds are processed within 48 hours (usually) if you paid via Paypal I process that refund quickly through my website and you will be sent a confirmation. This is preferable for me as it is a simple and quick process for you as well. If you pay via Afterpay - the refund is processed via Afterpay on their website, I will email you to let you know I have processed it.
CHANGE OF ADDRESS
We totally understand that when your checking out quickly you can sometimes pick the wrong address or use the wrong account. PANIC STATIONS right??? I have done it numerous times and have been known to send my husband to our old address to pick up my online shopping...BUT its simple DON'T STRESS just send me an email with your name and order number with the exact address you want your order sent to - within 48 hours. Be sure to provide your full name, address including post code and phone number. If I receive it after that 48 hour period I may have packed and posted it - I can not be held responsible for incorrect addresses especially on international orders (I photograph all international packages with their tracking details so we can check)