Frequently Asked Questions

Where is Charlton? Do you mean Carlton?

Charlton is a regional town in Northwest Victoria, located on the Calder Highway halfway between Melbourne and Mildura. It's nice. Come visit some time!

How much will it cost to ship my order? How are orders shipped?

Shipping is charged based on weight, with a maximum charge of $9.95 for orders under $200, and free for orders over $200. All orders are shipped via Australia Post.

Do you ship internationally?

We do not currently ship internationally, as the cost of shipping with Australia Post is usually prohibitive. If you've seen something from our site you wish to purchase, you can contact us with a shipping address for a quote.

How soon will you post my order?

Orders usually ship within 2 days, except in exceptional circumstances. If your order has been delayed we will contact you as soon as possible to let you know and give you other options. 

Do you offer express post?

Yes, express post is available for an additional charge.

Can I pick my order up from your shop?

Absolutely. Just let us know during checkout in the notes section. The shop is open five days a week, and also by appointment. Contact us if you need any further information. 

What are the opening hours of the shop?

Our opening hours will vary a little throughout the year - check our contact page for the current hours. We're always happy to open for you outside of these times if needed, so don't hesitate to ask. Just let us know in advance with an e-mail, call, or facebook message.

The item I want isn't in stock... when will it be back?

Re-stocking times vary. We endeavour to keep everything in stock and replace things as quickly as possible, but sometimes we'll run into supply problems and things will be out of stock for a little while. If we don't have the item you're after, let us know and we'll get back to you as soon as possible with a time estimate and let you know when it's back in stock.

What if I have a problem?

If you have any kind of problem, get in touch with us -- we're here to help and we want you to be completely happy. You can e-mail us at shop@onepassingmoment.com or call us at the shop (03) 5491 1883

What is your returns policy?

We allow exchanges for any reason in the first week of receiving your order. If you would like to make a return, notify us and safely mail your order back within seven days of receipt. When we receive it we will issue you a credit, minus any shipping costs. We recommend using tracking, as we cannot be responsible for lost parcels. All items must be received in original packaging and as-new condition. Be sure to pack any breakables carefully.

We will happily provide a refund or replacement on any damaged or faulty goods at our expense. Please contact us within 30 days with a description of the problem and we can arrange this for you.

All clearance sales are final, unfortunately sale items cannot be refunded. If the item is defective we will provide a replacement or issue a store credit.

What payment methods do you accept?

We accept Visa and Mastercard credit card payments via our secure online gateway. All payments made through our website are secure, as our store is certified Level 1 PCI DSS compliant.

If you would prefer to use a different method of payment, you can contact us to discuss this.

Do you offer lay-by?

We do offer lay-by in store, but unfortunately we do not offer this service online.

Do you offer gift wrapping services?

We are happy to gift wrap. Our gift wrap style is of the brown paper packages tied up with string school. Gift wrap is complimentary, just let us know in the comments during checkout which items you would like wrapped, and if you want them wrapped together or separately. 

Can I purchase a gift certificate?

We do sell gift certificates to use in-store, but unfortunately we don't have the ability to offer certificates for use online. If you would like to buy a gift certificate for the store, contact us for details.

What if I have a question not covered here?

If you have a question about any of our store policies it may be covered in the lengthier One Passing Moment store policies page. We're happy to help and glad to have the opportunity to answer any questions not covered - just jump onto our Contact page and reach out to us.