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. This is part of the charm when working with natural materials; please forgive and adopt these unique character traits if you can.

Marks that can be removed are oily fingerprints. 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 for us and we’ll assess the kind of healing needed.

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, it’s not invincible. Anything stronger than 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 on the surface. Please 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 and wet places too, i.e. 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.

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

Send us a picture and we’ll try to make a repair suggestion. If it’s too far gone, contact us at shop@onstone.sg

Time & Delivery

How long does delivery take from order?

We usually ask for 21 days, however if you need it sooner, please make a note in the order comments section.

Do you deliver and how much will it cost?

Yes we do. Our shipping rate to our Singapore pickup location is already included in the prices listed. If you had selected the pickup option but change your mind after, drop us an email at shop@onstone.sg to arrange a local courier to your doorstep. Additional fees will apply for this option.

Please note that collection of your stones from our Singapore pickup location is by appointment only. We will contact you when your stones have arrived.

Other direct shipping options from Australia to your doorstep are available at an additional charge. Should you require a freight estimate, please send us an email with the details of your order and we’ll provide you with a freight estimate.

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 than once which doubles their original use. We carefully pack your prints in our specially made OnStone gift boxes; these boxes protect the stones as well as presenting as a nice gift wrapping alternative.

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 will 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, please leave a message in the comments section at Checkout.

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

What works well and not so well on stone?

This question delves into personal taste 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 enclosing it in.

Other strengths: Organic matter – trees, grass, water, stone; 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.

We can print onto the timber too. This works really well with subtle details ie: Trees, branches, horizon lines etc.

How do I get a physical photo to you?

Drop us an email at shop@onstone.sg on how we may collect your photo and someone will be happy to meet you.

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 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.sg

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 Singapore Dollars and they exclude GST (where applicable).

By placing an order, you agree to pay the stated price (plus any applicable shipping and handling charges, if any) in Singapore 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. However, any such change will not affect any orders for Goods or Services that you have placed and paid prior to the date of the change.

Repairs, refunds and replacements

If the Goods or Services are damaged or not of acceptable quality, you may have rights under law or our Refunds Policy below.

If there is a minor problem with your Goods we may repair the Goods instead of offering you a price reduction, replacement or a refund.

If there is a major problem with the Goods, a price reduction, refund or a replacement may be available.

Unless we are required to do so by any relevant law, you will be responsible for the costs of returning the Goods to us.

If there is a failure to comply with any express or implied guarantees in relation to the Services we limit our liability for failure to comply with those 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.sg and, in any event, within 6 months of your receipt of the Goods.  We reserve the right to reject any request for a price reduction, replacement or refund in respect of any Goods that is received beyond the 6 month period.

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 rights at law, 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 to 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 image. This Gift Certificate will not expire and can be used online at www.onstone.sg .

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 courier companies) 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 15 – 20 working days, please bear in mind that the Goods are manufactured in Victoria, Australia and shipped to Singapore on a regular basis. Accordingly, any estimated delivery dates are subject to delays in shipment and custom clearance.

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.sg

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 to 583 Orchard Road, #02-35/36 Forum The Shopping Mall, Singapore 238884, Singapore, are automatically calculated during the checkout process. If you would like the Goods to be couriered to any other location in Singapore, please indicate your choice for direct shipping on the website (any additional shipping fees will be automatically calculated) or contact us at shop@onstone.sg

What if I live outside Singapore?

While we accept orders from outside Singapore, we are currently in the process of arranging for fulfillment and shipping to other Southeast Asian countries in the region to be added to our Website. Accordingly, at this stage, our Website is not able to automatically calculate delivery charges to locations that are outside of Singapore. Having said that, we can make special arrangements to make that happen for you (independently of our Website).  Please do contact us at shop@onstone.sg if you would like to arrange for delivery outside of Singapore.

Collecting your Goods

You may elect to collect your Goods directly from our pickup location at 583 Orchard Road, #02-35/36 Forum The Shopping Mall, Singapore 238884, Singapore.  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 Singapore 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.

Cancellations

We reserve the right to cancel, at any time before delivery and for whatever reason, any order that is placed by you. Once we have accepted an order that you have submitted via this Website, we may, in our absolute sole discretion, allow you to cancel your order up until the time we print the Goods.

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, Singaporean 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, perpetual, worldwide, royalty-free licence to use and reproduce that material or content (and you consent to that use and reproduction without attributing your authorship to 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, perpetual, worldwide, royalty-free licence to use the image you submit to us for printing on your Goods and for promotional purposes on our Website or for display at our stores (and you consent to that use without attributing your authorship of that image). 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 (and our resellers, agents and distributors) against any and all costs incurred by us arising from, whether directly or indirectly, any action taken against us (or our resellers, agents and distributors) due to a breach of these Terms by you, for example, an action against us in relation to copyright or other intellectual property 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.

Nothing in these Terms shall operate so as to exclude or limit the liability of either party to the other for death or personal injury arising out of negligence, or for any other liability which cannot be excluded or limited by law. Under no circumstance shall our total aggregate liability (however arising) under or in relation to these Terms, including (but not limited to) liability for breach of these terms, misrepresentation (tortious or statutory), tort (including negligence), breach of statutory duty or otherwise, exceed the amount paid by you for the applicable Goods or Services. Notwithstanding the foregoing, we shall not be liable to you for any loss of profits, business, contracts, anticipated savings, goodwill, or revenue, any wasted expenditure, or any loss or corruption of data (regardless of whether any of these types of loss or damage are direct, indirect or consequential) or any indirect or consequential loss or damage whatsoever even if we were aware of the possibility of such loss or damage occurring.

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 Republic of Singapore and any dispute shall be subject to the non-exclusive jurisdiction of the courts of Singapore. 

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 March 2017

PRIVACY POLICY

This policy explains how we, Rusty Tuesday’s Pty Ltd (ACN 133 913 916) (“us” or “OnStone“) collect, use and disclose the personal data which you provide to us when using our service, including but not limited to our website (collectively, the “Website“). Please read this privacy policy and understand it before using our services. By visiting and/or placing a print order (“Products“) on the Website, you agree and, where required, consent to the collection, use and transfer of your information as set out in this policy. 

1. What information do we collect about you?
When you order Products or use our Website, you may be asked to provide information that personally identifies you and/or your location, including your name, date of birth, email address, residential or delivery address, telephone number, but only when you voluntarily give it to us. We collect this information to carry out the functions offered on the Website, to deliver the Products to you and to provide you with offers and information about the Products and other services we think you may be interested in. We may collect this personal data through: your use of the Website; subscribing to our updates; if you send us correspondence through the Website; or through advertising, research and direct marketing.   

We will indicate if the collection and provision of certain categories of personal data is mandatory. For any such categories, we may not be able to provide you with access to the Website or allow you to order Products for the above purposes if you do not provide us with the required information.

2. Storage and security of your personal data
OnStone will use all reasonable endeavours to maintain the security of your personal data and to protect your personal data from misuse, interference and loss and against unauthorised collection, copying, access, modification or disclosure. OnStone will destroy or anonymise any personal data it holds about you which it no longer requires under the terms of this privacy policy. 

Due to the nature of the internet, OnStone does not provide any guarantee or warranty regarding the security of your personal data during transmission to OnStone or storage by OnStone and you acknowledge that you disclose your personal data to OnStone at your own risk. Please contact us immediately if you become aware or have reason to believe there has been any unauthorised use of your personal data in connection with the Website. 

The personal data you provide to OnStone will be transferred to and stored with a cloud service provider with servers that are located in [Australia].  Some of these countries may not have the same or substantially similar privacy laws than those of your home jurisdiction. In those circumstances, OnStone will ensure that recipients in those countries will provide you with a standard of protection that is at least comparable to the protection of your home jurisdiction.

3. How will we use the information we collect from you?
You consent to OnStone collecting and using your personal data for processing and arranging for the Products ordered on the Website to be prepared for you. In particular, you expressly consent that OnStone may disclose your personal data, including your name and telephone number and delivery address to any third party service provider, in relation to its provision of services to you. 

OnStone may disclose your personal data, and you consent to the disclosure of your personal data, to other resellers and distributors of our Products and third parties engaged by OnStone to perform functions or provide products and services on OnStone’s behalf such as delivery services, processing payments, mail outs, research, statistical information, marketing and direct or indirect advertising. 

If you would like to unsubscribe from receiving direct marketing communications from OnStone or do not want us to share your personal data with other parties, please contact us at the email address provided below or follow the steps to unsubscribe which are presented in communications you receive from us. We will use reasonable endeavours to comply with your request within a reasonable period of receipt of your request. Please note that the withdrawal of any authorisations for processing of your personal data by third parties may result in us not being able to provide you with the Products that you have ordered from us. 

OnStone reserves the right to disclose your personal data if it is required or authorised to do so by law. If the OnStone business is sold or merges with another entity then you consent to some or all of your personal data being passed to a third party. 

Please note that by submitting any comments and feedback regarding the Website, you consent to OnStone using such comments and feedback in any marketing or advertising materials. We will only identify you for this purpose by your first name and the city in which you reside.  If you do not wish for us to do so, please let us know through the email address provided below.

4. Access to your information
OnStone will use all reasonable endeavours to keep personal data it holds accurate, complete, up-to-date, relevant and not misleading. Please contact us if you would like to access the personal data that OnStone holds about you or if you would like to correct any personal data that is inaccurate, incomplete or out-of-date, or to request that your personal data be deleted. We will use reasonable endeavours to provide a complete list of your personal data, correct or delete your personal data within a reasonable period of receipt of your request. In relation to any request for access to any personal data, OnStone reserves the right to charge a nominal fee for the processing of this request in accordance with applicable local legislation. 

5. Cookies 
Some of the information that we collect will not personally identify you but will instead track your use of the Website so that we can better understand how the Website is used by customers and in turn enhance and improve your experience in ordering Products. This information can be obtained through the use of cookies. Cookies are a small data file transferred to your device that recognises and identifies your device and allows your device to ‘remember’ information from the Website for future use. We may collect technical information from your mobile device or your use of our services through a mobile device, for example, location data and certain characteristics of, and performance data about your device, carrier/operating system including device and connection type, IP address, mobile payment methods, interaction with other retail technology such as use of NFC Tags, QR Codes or use of mobile vouchers. Unless you have elected to remain anonymous through your device and/or the web browser, the abovementioned information may be collected and used by us automatically through your use of the Website.  

6. Changes to our Privacy Policy
OnStone reserves the right to amend all or any part of this privacy policy. Any changes will be notified via the Website or, where appropriate, through e-mail notification.  Your continued use of the Website after any such changes are notified to you constitutes your agreement to this privacy policy as amended.

7. Other Websites
The Website may have links to other Websites or websites. For example, OnStone may enable you to share certain materials on the Website or Products with others through social networking services such as Facebook or Twitter. We are not responsible for the security or privacy of any information collected by such websites or social networking services. You should exercise caution, and review the privacy statements applicable to the third-party websites and services you use.

8. Contact
All comments, queries and requests relating to our use of your information are welcomed and should be addressed to OnStone’s data protection officer at shop@onstone.sg.

Last updated – March 2017