Terms of service
Terms and Conditions
Last updated: 26/10/26
1. About us
Pop & Pick is a business run by Ainsley Greenslade, ABN [64 140 809 826], based in Brisbane, Queensland. You can contact us at ainsleykerswill@gmail.com.
These terms apply when you buy from us through [www.popandpick.com.au. By placing an order, you agree to them.
2. Our products
Every Pop & Pick pad is handmade in small batches. Colours, beads and charm placement will vary slightly from the photos, and no two pads are exactly the same. These variations are part of a handmade product and are not a fault.
Our pads are made from gelatin, glycerin and water, with mica, and contain acrylic, glass, resin and polymer clay beads and charms. Gelatin is animal-derived, so our pads are not vegan.
3. Orders
Your order is accepted when we send you an order confirmation. We may cancel an order and give you a full refund if an item is unavailable, a pricing error has occurred, or we cannot deliver to your address.
4. Prices and payment
All prices are in Australian dollars. Payment is taken at the time of order through Shopify Payments, PayPal, Stripe. We never see or store your full card details.
5. Shipping
We ship from Brisbane with Australia Post. Orders are packed and dispatched within [3] business days. Delivery times after dispatch are estimates set by Australia Post and are not guaranteed.
Our pads soften in heat. In hot weather a pad may arrive softer than usual; placing it somewhere cool will help it firm up again. Please bring parcels inside promptly.
If your parcel is lost in transit, contact us at [ainsleykerswill@gmail.com] and we will work with Australia Post to resolve it. Please check your shipping address carefully, as we are not responsible for parcels sent to an incorrect address you provided.
We currently ship within Australia only.
6. Returns and refunds
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have the problem fixed for a minor failure. Nothing in these terms limits those rights.
If your pad arrives damaged or faulty, email [ainsleykerswill@gmail.com] within [7] days of delivery with your order number and a photo, and we will arrange a replacement or refund.
Because our pads are handled products, we do not accept returns for change of mind once an order has been delivered. Handmade variations in colour or bead placement, and pads that have been used, picked out or melted, are not considered faulty.
7. Using your pad safely
By buying a Pop & Pick pad, you agree to use it as described:
- Small parts: pads contain small beads and charms that can be a choking hazard. Not suitable for children under [3]. Children should use pads only with adult supervision.
- Heat: melted gel is very hot and can burn. Follow the reset instructions, heat in short bursts, and let it cool before touching. Adults only should melt and reset pads.
- Microwave: only melt the pad and its included beads. Never microwave metal objects.
- Care: wash your hands before use, store pads in a cool, dry place, and keep them out of direct sun and hot cars.
- Replace when needed: stop using a pad and throw it out if it smells, goes cloudy, or develops spots or fuzz.
- Allergies: if you have a sensitivity to gelatin, glycerin or any listed material, do not use the pad.
Pop & Pick pads are sensory fidget products. They are not medical devices and are not intended to diagnose, treat or cure any condition. If skin picking, hair pulling or anxiety is affecting your health, please speak to your GP or a health professional.
8. Our liability
To the extent permitted by law, including the Australian Consumer Law, we are not liable for loss or injury caused by using a product in a way that does not follow these terms or the instructions provided. Where our liability can be limited, it is limited to replacing the product or refunding the price you paid.
9. Intellectual property
All content on our website and social media, including photos, videos, designs, logos and text, belongs to Pop & Pick. Please do not copy or use it without our written permission. You are welcome to share and tag our posts.
10. Changes and governing law
We may update these terms from time to time. The version on our website when you place your order applies to that order. These terms are governed by the laws of Queensland, Australia.
Privacy Policy
Last updated: 26/10/26
Pop & Pick Ainsley Greenslade, ABN [64 140 809 826], based in Brisbane, Queensland, respects your privacy. This policy explains what personal information we collect, how we use it, and your choices. We handle personal information in line with the Australian Privacy Principles.
1. What we collect
- Order details: your name, email address, phone number, shipping address and what you bought
- Payment details: handled securely by [payment provider]. We do not see or store your full card number
- Messages: anything you send us by email, direct message or comments
- Marketing sign-ups: your email address if you join our mailing list or waitlist
- Website data: basic information such as pages visited and device type, collected through cookies and analytics tools [e.g. Shopify, Google Analytics, Meta Pixel; delete any you don't use]
We do not ask for health information. If you choose to share details about your own skin picking or health with us, we will only use them to reply to you and will not share them.
2. How we use it
- To process, pack and deliver your order
- To contact you about your order, returns or questions
- To send marketing emails, only if you have opted in. You can unsubscribe at any time using the link in each email
- To improve our products, website and service
- To meet our legal obligations, such as tax records
3. Who we share it with
We only share what is needed to run the business:
- Australia Post or other couriers, to deliver your order
- Our payment provider, to process payment
- Our website or marketplace platform [Shopify / Etsy]
- Our email marketing tool [e.g. Mailchimp, Klaviyo]
Some of these providers may store data overseas. We never sell your personal information.
4. How we store and protect it
Your information is stored by the platforms above and in password-protected accounts we control. We keep order records for as long as required for tax and legal purposes, and delete or de-identify information we no longer need.
5. Accessing or correcting your information
You can ask to see, update or delete the personal information we hold about you by emailing [email address]. We will respond within [30] days.
6. Complaints
If you are concerned about how we have handled your information, please contact us first at [email address] and we will try to resolve it. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
7. Changes to this policy
We may update this policy from time to time. The latest version will always be on our website.