Free shipping on orders over $75. Applies at checkout!

FAQ'S

Customer Service

We are happy answer any questions.  At this stage we don’t have a land line phone however, if you email hello@themelbournemap.com.au and send us your best contact number, a member of Team Map will contact you shortly.

Here at City Maps Illustrated we like to send your order just as fast as we can.

All orders are processed within 3 to 5 business days after receiving your order confirmation email (excluding weekends and holidays).  (Actually, we try and ship next day most of the time unless things have gone bat crazy this end and we have a huge influx of orders at once - which sometimes happens when we receive awesome publicity)

You will receive an email notification when your order has been either

a) lodged with AustraliaPost for home delivery (you’ll also received tracking information directly from Australia Post)   

or

b) sent to a Frames Now store for collection

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. There is no charge if you wish to collect your order from a Frames Now store - they have seven stores around Melbourne and a location choice will be in the dropdown menu at checkout.

International Shipping 

We offer $35 flat rate shipping to all overseas destinations.   If, when we load the postal rates the price is significantly lower (i.e., shipping to NZ) then we’ll refund the difference.

Please note that due to the global pandemic there may be some delays in you receiving your item- we have not control over this of course.  A tracking number is provided by Australia Post which can assist with delivery timeframes/notifications.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. City Maps Illustrated (The Melbourne Map) is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order (Australia Only) within 10 days of receiving your shipping confirmation email, please contact us at hello@themelbournemap.com.au with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

Please see our Return Policy which is located in our FAQ

In the event that your order arrives damaged in any way, please email us as soon as possible at  hello@themelbournemap.com.au with your order number and a photo of the item’s condition. We will replace any item damaged in transit.

If you have any further questions, please don't hesitate to contact us at hello@themelbournemap.com.au

All care will be taken to deliver your purchase in perfect order.   If for any reason this is not the case, please photograph the packaging and item (if damaged) and we will promptly investigate and replace. If you've changed your mind about the purchase and the item is unopened and still in the original packaging send us an email and we can organise for drop off at a Frames Now store, then we can refund the purchase price of the item (not including original postage charges). Please note we cannot offer a refund on prints that have been opened.

We are here to help if you have any issue with a product purchased from City Maps Illustrated.

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.   In the case of printed maps these should not be removed from their tissue paper packaging. If you have simply changed your mind, you may be asked to send a photograph of the print in its original packaging.  If the product is discovered to be faulty after opening, please send photos.To start a return, you can contact us at hello@themelbournemap.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at  hello@themelbournemap.com.au - we are really friendly and helpful.

Damages and issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.  Please include photos of the product and packaging if damaged in transit.

 

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please contact us if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, or a replacement item will be sent.  Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please email hello@themelbournemap.com.au if you would like to discuss sponsorship, collaborations or special promotions.

Product Information

During our research and illustration of the maps, we're always captivated by thousands of beautiful buildings, gardens, waterways, landmarks and the people that make the area unique.  Many of these are intertwined throughout the maps, along with some quirky things just for fun.   Each map comes with a list of things to find. – Good luck.

The most asked question on our "Can You Find?" list - both from the original Melbourne Map we published in 1990 and the recent edition.

The short answer is - not telling.

Follow these links to read more about the history and artistic team.

Planning and research of The Melbourne Map commenced in 2015; Drawing commenced in September 2016

The original illustration is penned onto Arches watercolour hot pressed paper 100% cotton 300gsm made in France

Rotring Mechanical pencil 0.03 mm then Mitsibsubishi Unipin fine liner 0.005 mm – lots and lots and lots of them

The black & white line drawing was completed in November 2018

Digital colouring took another 5 months, performed on a 27-inch iMac using Adobe Photoshop (and a mouse!)

Our Studio location is a tiny space within Boom Makers, 14 Rutland Street, Newtown, Geelong

Limited Editions are printed by Creffield Digital Printers Myers Street, Geelong.  (and by the way they are the most amazing company to deal with and help us with our map projects enormously)

Framing of our open edition art prints is provided by our wonderful partners at Frames Now.

Open editions by PMS Lithography, Thomastown

Logo design  Elk Creative Design

Jigsaw manufacturers are Holdsons in New Zealand. Unfortunately there are no large scale manufacturers of jigsaw puzzles left in Australia. Our Kiwi cousins are fabulous and have been making games and jigsaws for 80 years.

Calendars are digitally printed by Creffield Digital Printers in Spencer Street, Melbourne.

Pozible is our preferred crowdfunding platform. A local Melbourne company helping thousands of people launch their products and projects.

A fabulous illustrated map of The Bellarine Peninsula is almost complete and will be published in 2021.

The Geelong Map is also underway - hopefully ready before the end of 2021.

If you are interested in updates on these projects and the opportunity to pre-purchase at a discount then please join our newsletter mailing list.

Company Information

Well, apart from putting our heart and souls into our projects which we hope will bring joy to millions (is that over exaggerating?) we believe all businesses have a social responsibility to give back to the community. 

We have chosen to support an amazing organization called Kids Under Cover.  A portion from the sale of every poster sold is donated to Kids Under Cover and we also support them by spreading awareness of the great things they do for the youth of Australia.

We've also donated over $13,700 to the Wildlife Victoria and the Victorian Bushfire Appeal. You can read more about this campaign on this blog.

The Melbourne Map can be found on FacebookInstagramYou TubePinterest and our blog.

The Geelong Map and The Bellarine Map are both on instagram

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