Customer Care

frequently asked questions

How do I clean marks off the stone surface?

Marks on the Stone: Stone is a natural material that comes with small marks – bubbles, leaching and pour lines. These are unavoidable and need to be adopted as part of the character of Stone printing. Marks on surface: These are mostly oil marks, from either fingerprints or residual oil from when we seal the timber. The best way to get rid of oil is with oil. Take a clean cloth and dip it in some olive oil. Dab off the excess and rub on the mark using a circular motion. Work the circles out and over the stone until the whole surface is covered. This should do the trick. If not, take a picture and send it in for some healing assessment.

How about the timber?

Using some steel wool dip it into some wood oil or even the trusty olive oil and rub it into the timber (avoid the stone face).

How fragile is my stone print?

The image is scratch proof, however, its not invincible. Anything stronger then stone will scratch stone. The greatest vulnerability is when your stones are travelling. To protect them ensure the image face is well covered and there is no pressure directly onto the surface.
Do not place anything on top of your stone print, this is a fine art print and not a glazed tile.

Where can I hang my stone?

All the normal places + wet places too, ie bathrooms, kitchens and patios. Condensation and steam don’t hurt the stone however exterior elements such as acid rain and harsh sun destroy anything over time.

How should I hang my stone?

We have D-rings and wire on every frame so you can hang from the wire or from the timber frame for a flush hang.

The stone is semi-fragile so you need to treat it the same way you treat a glass image and hang it on a secure hook/screw/nail. The stone will live forever so don’t risk it on one of those 3M stick-on hooks as they give up the stick after a couple of years.

If you’re planning to hang your stones using a professional hanger, make a note in your order and we’ll ensure we use only D-rings. We also use D’rings for polyptych pieces.

My stone fell off the wall or came to harm in another way?

Send us in a picture and we’ll try to make a repair suggestion. If it’s too far gone, contact the shop – 03 8060 9842 or shop@onstone.com.au.

Time & Delivery

How long does it take from order?

We usually ask for 10 days, however if need it sooner make a note in the order comments section.

Do you deliver and how much will it cost?

We do.

We package our product in re-cycled materials so please don’t be offended when your stone print/s arrive enclosed in packing beans – they have been used more then once which doubles there original use. We send and gift in our OnStone gift boxes, these boxes protect the stones as well as presenting as a nice gift wrapping alternative.

Freight guide:

1 – 2 stones around Melbourne – $15
1 – 2 stones to the eastern seaboard, Adelaide and Tasmania- $25
1- 2 stones to NT and WA – $30
1 – 2 stones international– approx $30 – 100 (depending on destination, time and weight.

Additional stones will add approximately $5 each depending on size/weight.
Should you require a more precise freight estimate, please email your quantity, sizes and address through to shop@onstone.com.au and we’ll send back an accurate price.

Uploading Assistance

The idea is to keep it very simple. Select an image then click the Upload button. Select the stone size from the menu on the left; Once the cropping frame appears use the rotate button on the top right of the frame (if needed) then move the cropping tool using your mouse and arrow keys. Once you have captured the image in frame click on the ‘Save’ button in the gold bar below.

We receive the original image and the cropped image is used as a guide. If we feel there is a problem with the quality, crop or size we will contact you by phone or email. If you feel you need to add some notes with the image there is a section in Checkout.

If you are having other problems please email us at shop@onstone.com.au and we’ll sort it out in person.

What works well and not so well on stone?

This question delves into personal taste a little so we’ll keep it very general in order to assist with your image selection: Old photos look amazing on stone. We believe it’s the added charm of the second-life-timber and no glass closing it in.

Other strengths: Organic matter – trees, grass, water, stone etc; Movement and light. Having no glass means the movement and texture is far more effective.

The print is inherently matte and we don’t print with white ink so the white in the image will be the stone coming through. This creates a greater depth and a better relationship between the image and stone.

How do I get a physical photo to you?

A couple of ways – you can get it scanned at 300+ dpi and upload as normal or, send them to us using registered post and we’ll return them with the prints.

Or, drop into the workshop in South Melbourne and we’ll scan on the spot.

If you have another question we’re happy to answer on email or phone.

Terms & Conditions

Hi, and welcome to http://onstone.sg/

Before using our Website, we kindly ask that you read the following terms and conditions.

This Website is operated by Rusty Tuesday’s Pty Ltd (ACN 133 913 916) (referred to as we/us/our).

By accessing, viewing and using this Website, you agree to be bound by these terms and conditions (Terms).
We reserve the right to change these Terms at any time without any prior notice and you will be taken to have accepted any change by continuing to use this Website.

In these Terms:
• ‘Website’ refers to the website located at http://onstone.sg/, and any future URLs we may register and links to this Website;
• ‘Good’ or ‘Goods’ refers to any items displayed on our Website and any items you have offered to purchase; and
• ‘Service’ or ‘Services’ refer to any services we perform in relation to providing you with the Goods, including services such as photo manipulation, retouching or alteration.

Buying our stuff
Here you can browse, select, order and purchase Goods or Services that are displayed on our Website.

Any order placed through our Website is an offer by you to purchase each particular Good in accordance with these Terms. These Terms prevail over any other document purporting to have a contractual effect between you and us.

We reserve the right to accept or reject an order you make using our Website for any reason.

Images that you submit

Please refer to our “Uploading Assistance” on our Website which describes how to upload an image to be printed on Goods.

If the image you submit to us requires Services for optimal printing, we may, at our discretion, send you a separate quote in relation to those Services. If you do not accept that additional quote for Services, we may be unable to print the image on the Goods.

By submitting an image to us, you confirm that you own the copyright to, or have otherwise obtained all necessary permissions to allow us to use and reproduce any images by printing on Goods as purchased through the Website. It is your responsibility to ensure that any images you submit do not infringe a third party’s legal rights in relation to defamation, privacy or intellectual property rights. On this basis, you are solely responsible for any complaints from third parties relating to infringements of their rights that arise on the basis of images submitted by you.

You confirm that any persons in any images you submit to the Website are at least twelve (12) years old, or if younger, that you have obtained the parental approval of those children.
We reserve the right to review content you submit to determine whether it is illegal or inappropriate to print. We may, in our sole discretion, refuse to print images that we believe are inappropriate to print or contrary to law. However, this does not mean that we review content that you upload to our Website, so please do not assume that we do.

Variations in prints

Due to variations of computer monitor setting and the surface of the natural materials we are printing on, the colours of the prints on the Goods may vary slightly from what you see on your computer screen. If you need further clarification please contact us before you submit your order at shop@onstone.sg

Payment

All payments must be made in full prior to delivery of the Goods or Services.
We accept all major credit cards, namely Visa, MasterCard, PayPal and direct bank transfer.
We do not accept AMEX cards online and also reserve the right to change our mode of payment at any time.
When purchasing from us, your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us via email at shop@onstone.com.au.
To the extent permitted by law, we will not be held liable or responsible for any damages or consequential loss (whether direct or indirect) suffered by you as a result of any credit card fraud or unauthorised access to a PayPal account.
We will not be held liable or responsible for any additional charges imposed by your credit card provider or bank, especially in the case where your purchase involves foreign exchange transactions.
If your payment is not received in full or is declined by your bank, credit card issuer or PayPal, we will not hold the Goods against your order.

Prices, GST and taxes
All prices on our Website are listed in Australian Dollars and they include GST (where applicable).
By placing an order, you agree to pay the stated price (plus any applicable shipping and handling charges) in Australian Dollars for all orders.
You agree to pay any additional charges or taxes incurred (including any custom duties) if applicable to the sale or delivery of the Goods.
We reserve the right to change the prices of our Goods or Services at any time without notice to you.

Repairs, refunds and replacements

If the Goods or Services are damaged or not of acceptable quality, you may have rights under:
• Schedule 2 of the Competition and Consumer Act 2010 (Cth) (the Australian Consumer Law);
• Other consumer laws applying in each Australian State or Territory; and/or
• Our Refunds Policy below.
Australian Consumer Law
If there is a minor problem with your Goods (as defined in the Australian Consumer Law) we may repair the Goods instead of offering you a replacement or a refund.
If there is a major problem with the Goods, a refund or a replacement may be available.
Unless we are required to do so under the Australian Consumer Law, you will be responsible for the costs of returning the Goods to us.
If there is a minor failure to comply with the consumer guarantees in relation to the Services (as defined in the Australian Consumer Law) we limit our liability for failure to comply with the consumer guarantees to supplying the Services again.
We invite you to notify us of any damaged Goods or unacceptable Services as soon as possible by emailing us at shop@onstone.com.au.

Product care
If you have damaged the Goods yourself, or you have failed to take proper care of the Goods, we may not be able to provide you with a repair, refund or replacement. Please refer to our product care instructions included with the Goods and on our Website.

Our Refund Policy
Change your mind?
In addition to any of your consumer rights, if you have changed your mind about your purchase, we may be able to change the image you would like printed on the Goods if you give us notice within 5 days of placing the order with us, provided that the image has not already been printed.
You must contact us as soon as practical if you want to change the image that is printed. While we will endeavour to accommodate such changes, we are unable to change the image or offer a refund if we have already printed the image on the Goods.
That being said, if you have any issues with the Goods, please call us and we will endeavour provide alternative options for you.

The image ordered is low in quality and too small to print
We will contact you and request a larger image. This may add a delay in the ordering process (depending on how long it takes to receive the new image). If you do not have a larger image you are able to replace the image with another. If you do not want a replacement image, we will provide you with a Gift Certificate to the value of the order or part of the order depending on the amount of unprintable images. This Gift Certificate will not expire and can be used online or in-store.

Delivery process and times

While all effort is made to ensure that Goods purchased from our Website will be processed within 5 days of receiving your order, we cannot guarantee processing times.
We generally use third parties (including Australia Post and TNT) to deliver orders. By placing an order for Goods you agree that your details, such as name, contact numbers and delivery address, will be passed to those third parties.
While we aim to get your order delivered to you within 10 – 15 working days, in the unlikely event of extended delays, we will endeavour to inform you as soon as practicable. Any questions or follow-up regarding delivery can be directed to us at shop@onstone.com.au.
Further, you agree that, notwithstanding anything in these Terms, we are not liable with respect to any loss, damage, cost or expense you or any third party suffers as a result of a change in delivery times or delay in delivery.
If you request that we deliver Goods at a delivery address, we are not responsible for loss, damage or theft of Goods once the Goods are delivered to that address.
Further, if you require Goods that you have ordered to be redirected to an address other than your original order address, we may charge you a reasonable fee for doing this.

Shipping charges
Shipping charges for delivery within Australia are automatically calculated during the checkout process.
Any queries relating to standard shipping within Australia can be directed to us at shop@onstone.com.au.
What if I live outside Australia?
While we accept orders from outside Australia, should the redirection be possible, you acknowledge and agree that we will only use a door-to-door Economy Air Freight service to deliver Goods and you agree to your details, including your delivery address, to be supplied to the agent for the purpose of delivering your Goods.
Further, on delivery the recipient may be required to sign a proof of delivery document. If the recipient is not available to take delivery, a calling card containing the relevant contact details will be left at the delivery address. It is your responsibility to follow the instructions stated on the calling card. If Goods are required to be redelivered, the recipient may be required to pay any associated fees for redelivery.
In some cases, we may agree to ship our Goods outside Australia. Shipping charges for delivery outside Australia are automatically calculated during the checkout process.

Collecting your Goods

You may elect to collect your Goods directly from our shop which is located at 283 Coventry Street, South Melbourne VIC 3205. If you do so, we will not accept claims for scratches, indentations, marks, or any other visible damages once you have collected your Goods from our shop. Please inspect the Goods carefully upon collection.

Gift certificates
Gift certificates are in the currency of Australian dollars, and can be used for purchasing Goods on this Website. Only one gift certificate may be used per transaction and they are non-refundable and cannot be redeemed for cash. Promotional codes cannot be applied to or combined with a gift certificate. You acknowledge that we are not responsible if a gift certificate is lost, stolen or used without your permission.

Risk and title
Risk and title in the Goods pass to you on the date and time of delivery of Goods to the shipping address provided in your order or, should you choose to collect the Goods, the date and time of collection of the Goods from our shop.
Details you provide to us
It is your responsibility to ensure that the information you provide, including but not limited to your name, delivery address, contact numbers, email address and orders are correct, so please check any details carefully before submitting an order to us. You acknowledge and agree that we will not be responsible for any loss or damage that you may suffer as a result of you providing incorrect information to us.

Your use of this Website
You are provided with access to and are authorised to download material contained on this Website for your personal use only. You may not, without our express written permission, onsell any information obtained from this Website, use any data mining robots, other extraction tools, metatags or mirror the Website. Further, you must take your own precautions to ensure that the process which you use for accessing this Website does not expose your computer to the risk of viruses, malicious computer code or other forms of interference which may cause damage to your computer software. We take no responsibility for any interference or damage to your computer system that arises out of or in connection with your use of this Website.

Subscription and Email List
From time to time, we email our account holders advance notice of sales, new collections, launches and other news. The email addresses we collect are only used internally for the purposes as stated above. We respect your privacy rights and will not sell or rent your email address to other companies. If you would like to be removed from our email list you can do so by unsubscribing at the bottom of the emails sent to you.

Social Media
We currently operate and manage social media accounts on Facebook, Twitter and Instagram and we may use other social media channels in future.
We do not endorse the opinions expressed by the users on our social media pages.
By submitting content, you agree that we may use and reproduce this content including your name, for testimonial, or other purposes in any media and without compensation to you.
You must not post any material that is defamatory, derogatory, racist, sexist, unlawful, obscene, or that infringes any third party’s intellectual property rights, breaches someone else’s confidentiality or privacy, misrepresents your relationship with us or this Website, is misleading, false or deceptive on our social media pages.
We reserve the right to edit or remove content that violates these Terms and to block your access to our social media accounts.

Intellectual property rights
All text, graphics, logos, icons, images, photographs and software featured on this Website are protected under Australian and International copyright laws. You must not reproduce, store, adapt, distribute, display, publish, or create similar works from them.
If you upload any material or content on our Website or social media accounts, you grant us an irrevocable, royalty-free licence to use and reproduce that material or content. Having said that, we do not claim ownership of intellectual property rights in respect to user content.
As stated above, it is your responsibility to ensure that any images you submit do not infringe a third party’s legal rights in relation to defamation, privacy or intellectual property rights.
Unless you specifically request otherwise in writing, you grant us an irrevocable, royalty-free licence to use the image you submit to us for printing on your Goods for promotional purposes on our Website. However, we will request your permission first if the image that you submit to us includes identifiable images of people.

Indemnity
You agree to indemnify us against any and all costs incurred by us arising from, whether directly or indirectly, any action taken against us due to a breach of these Terms by you, for example, an action against us in relation to copyright infringement for an image you supplied.

Availability of this Website
From time to time, down-time on this Website, either scheduled or unscheduled, may occur. We will endeavour to work within reason to ensure the amount of down-time is limited and that we notify users of any down-time in a timely manner. However, we will not be held liable for the consequences of any down-time.

Links to third party Websites
This Website may contain links to other websites. Unless stated otherwise, this Website does not control, endorse, sponsor or approve such third party websites or their content, nor are we liable or responsible for any loss or damage that you may suffer as a result of your visits to any third party websites.

Interference with this Website
You agree not to make or attempt to modify, hack, remove, deface, add or otherwise interfere with this Website or to any material or content posted on this Website.

Limitation of Liability
You acknowledge and agree that, to the extent permissible by law, this Website and all content appearing on it are provided on an “as is” and “as available” basis, without warranties of any kind.
To the maximum extent permissible by the law, we are not liable or responsible for any loss or damage, whether direct or indirect and however caused (including through negligence), that you may suffer in connection with your use of this Website or any linked website and take no responsibility for any loss arising out of your use of or reliance on information contained on or accessed through this Website.

Privacy
For our privacy and policy statement, please refer to our Privacy Policy below.

Governing law
These Terms are governed by the laws of the State of Victoria, Australia.

Events which are out of our control
We shall not be held liable and responsible for any delay in performance of our obligations under these Terms if the delay is caused by circumstances beyond our reasonable control.

General provision
If we do not take action against you with respect to any breach by you of these Terms, this does not mean that we have waived our rights to take action with respect to subsequent or similar breaches. Furthermore, if any part of these Terms is found to be void, unlawful or unenforceable for any reason, that part will be deemed severed from the remainder of these Terms and will not affect the validity of the remaining clauses.
Last updated on 20 March 2016

This following section sets forth the Privacy Policy for the Rusty Tuesday’s T/A OnStone website, www.onstone.com.au.
OnStone is committed to providing you with the best possible customer service experience. OnStone is bound by the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.

Collection of your personal information

There are many aspects of the site that can be viewed without providing personal information, however, for access to future OnStone customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

Sharing of your personal information

We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. OnStone takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

Use of your personal information

For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are at this Site.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

Changes to this Privacy Policy

OnStone reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

Accessing Your Personal Information

You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know.

You may be required to put your request in writing for security reasons. OnStone reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

Contacting us

OnStone welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, please contact us by any of the following means during business hours Monday to Friday.

Call: (03) 8060 9842

Post: Attn: Privacy Policy, OnStone, 283 Coventry St, South Melbourne, VIC 3205 AUSTRALIA

E-mail: shop@onstone.com.au