Frequently Asked Questions
A NOTE FROM ADÈLE
As one of Australia’s pioneering creators of inspirational stationery, we pride ourselves on providing you with beautiful high-quality products. We have always committed to going above and beyond in anything we do, and we constantly seek to improve and grow.
Our diaries are our most powerful personal growth tool, and each year we endeavor to up-level them. We added an elastic strap three years ago, to keep all your bits and pieces safe inside, however, we've had a few niggling issues with them staying put.
Last year, after engaging a new manufacturer, there was a problem with a number of our 2020 diaries, where the strap would break when pulled tightly. It was extremely disappointing, so we returned to our previous maker with instructions to ensure the straps are secure. Now that the 2021 diaries are here, we’ve discovered that some of the straps are still breaking off.
After a year that’s already thrown so many challenges our way, I can’t tell you how devastated I am that this has happened. While a weak strap may not be the end of the world, this is not our version of exceptional quality, and in our eyes, isn’t good enough.
You deserve to keep experiencing amazing quality products from us - as we have shown you in our 24 years in business - and I want to apologise in advance if your strap breaks. If this happens to you, see below for an easy solution!
I want to thank you for trusting us to be your ongoing source of inspiration. And strap or no strap, I can assure you that the magic inside our diaries is going to inspire you to rise strong next year - whatever comes your way!
With love and light,
WHAT TO DO IF YOUR DIARY STRAP BREAKS
Help, my diary strap broke!
- If you've experienced the pesky issue of your diary strap snapping off, please reach out to us and we will send you a replacement strap completely free of charge in a colour that matches your gorgeous diary.
I've ordered my diary & haven't received it yet
- If you've ordered recently, we will test your diary strap and if it seems secure, we will leave it on BUT will send a replacement strap with your order, just in case!
- If your strap breaks, simply pull out the broken strap and pop on a new one (which stretches around the entire diary), ready to keep using your diary to make magic in 2021.
- If it doesn't break? You can use your replacement strap as a hair tie perhaps!
My diary didn't come with a strap
- If you bought a diary online or from a stockist and it didn't include a strap, please contact the store or let us know, so we can organise a new strap for you ASAP.
Who is Intrinsic?
WHO WE ARE & WHAT WE DO
Intrinsic is a South Australian small business based in a leafy Adelaide laneway, and run by Adèle and Jamie Basheer.
We design and create inspirational stationery, homewares, accessories and gifts, all aimed at inspiring you to shine bright in life.
Whether you're after a soulful journal, inspiring mug or set of affirmation cards filled with inspirational quotes, we are here to add a touch of sparkle to your day!
Finding a Stockist
WHERE CAN I BUY INTRINSIC IN-STORE?
We have many fantastic Intrinsic stockists across Australia, New Zealand and Singapore, who do a wondrous job of presenting Intrinsic. You'll find them on our Stockists page where you can search for a store near you.
Having trouble finding a store, or have a delightful stockist recommendation? Get in touch at firstname.lastname@example.org.
If you don't have a nearby store, you're one click away from purchasing all of our goodies on our online store.
CAN I BUY INTRINSIC ONLINE?
Yes you can! If you don't have an Intrinsic store near you, you can shop online and we'll ship your gorgeous goodies right to your door!
CAN I BUY INTRINSIC AS A PRESENT & SHIP DIRECT TO A LOVED ONE?
Of course! Make sure the lucky recipient's details are filled out in the 'Shipping Address' option at checkout.
If you'd like to include a short message, please make sure you have also purchased a Greeting Card or Gift Tag and write your short message in the comments section available at checkout. We will then happily fill in the card for you.
OOPS! I NEED TO ALTER / CANCEL / ADD TO MY ORDER?
Get in touch with us as soon as possible, and if we haven't packed your order already then we'll definitely try to help out. Our packing team like to work in 110% efficiency mode, which means they send out orders quite quickly after receiving them – once your goodies are packed, we won't be able to modify the order, sorry!
WHAT ARE YOUR PAYMENT OPTIONS?
We accept Visa, Mastercard, Paypal and Afterpay. All orders are processed in Australian dollars.
WHEN WILL I BE CHARGED?
The card you provided will be charged immediately on clicking the magic 'Purchase' button, and will be charged in Australian dollars. As much as we'd love to, we have no control over any additional costs your bank may charge you from your transaction.
IS A REFUND OR EXCHANGE POSSIBLE?
If you've had a change of mind once you've received your order, then we may be able to arrange a refund or exchange for you. Similarly, if your goods have somehow escaped our quality control team and are faulty once they've arrived, then we can arrange a refund or exchange. You'll find all the details over at our Returns + Exchanges page.
Becoming an online member
HOW DO I REGISTER FOR AN ACCOUNT?
If you're using your computer, phone, tablet or other nifty hand-held contraption, you'll notice a 'heart' button at the top right of your window. Click on this, enter your details and you're done!
I WANT TO CHANGE MY ADDRESS OR CONTACT INFO?
No probs! Sign in to your account by clicking on the heart in the top right corner then click on 'My Account'. Once here, click 'View Addresses', then 'Edit'. Tap away at your new details, then click 'Update Address'. Mission accomplished!
I HAVE A QUESTION ABOUT SHIPPING/TRACKING MY ORDER?
We have a whole bunch of handy information for you over on our shipping page
Becoming a Stockist
I WOULD LOVE TO STOCK INTRINSIC IN MY STORE!
You want to become an Intrinsic stockist? We LOVE your enthusiasm! Please, fill out your store details and we'll be in touch!
WHERE CAN I FIND YOUR CATALOGUE?
All of our currently-available products are on our online store. For wholesalers, we can also send you a link to our online catalogue (jam packed with colour-happy, inspiring goodness).
MY COMPANY IS INTERESTED IN INTRINSIC GOODIES - DO YOU HAVE CORPORATE DISCOUNTS?
Thanks for picking Intrinsic! We do offer corporate discounts. Please email your details (including the name of your fabulous company, what product you're interested in, the quantity you're after and your budget) to email@example.com and we'll be in touch.