FAQ

Here are answers to the questions I get asked most. If yours isn’t here, email me at sarah@hillsideartstudio.com.au and I’ll get back to you within 48 hours (not including weekends or holidays).

Orders & processing

How long will my order take to ship?
Every mould is handmade to order, one at a time, in my Adelaide Hills studio. Please allow 1–3 weeks for your order to be made and packed before it ships. Multiples and bulk quantities (3 or more of the same mould) take longer.

What if my mould isn’t perfect when I make it?
I inspect every mould during making and again before packing. On the rare occasion a mould has an imperfection, I’ll remake it so you get an A-grade mould. If that pushes your order past the usual timeframe, I’ll upgrade your postage to express for free and let you know.

Can I cancel my order?
Cancellations are accepted within 24 hours of placing your order, or before it has shipped, whichever comes first.

Do you take bulk or custom enquiries?
Yes, please email me at sarah@hillsideartstudio.com.au with what you have in mind and I’ll let you know what’s possible.

Shipping

How much is shipping within Australia?
Tracked Australian shipping is a flat rate of $10, unless a listing says shipping is free (often small, flat items, which are sent by letter without tracking). Orders over $299 AUD get free domestic Australian shipping.

Can I upgrade to express?
Yes. Domestic express is available for $10. Express speeds up delivery once your order ships. It doesn’t change the time it takes to make and pack your moulds.

Do you ship internationally?
Yes. International orders are always sent with tracking, and express upgrades are available. The price depends on the weight of your parcel and your country.

Is my parcel insured?
Domestic and international parcels are insured up to $100 AUD. If you’d like cover for the full value of a larger order, contact me within 24 hours of ordering and I’ll arrange a custom quote.

Payment

Do you offer Afterpay?
Yes, Afterpay is available at checkout.

Using your moulds

What are your moulds made from?
High-quality platinum-cure silicone (Smooth-On Mold Star™). Every mould is degassed in a vacuum chamber, so it’s bubble-free and can be used in vacuum chambers and pressure pots. Cured Mold Star™ is heat resistant up to 232°C.

What can I cast in them?
Resin, wax and candles, Jesmonite, concrete, plaster and gypsum. My moulds are not food safe, so please don’t use them for food.

Any tips for casting and demoulding?
Always follow your resin’s casting and curing instructions. Don’t use a torch or heat gun to pop bubbles, as it can damage the mould over time. Instead, spray lightly with isopropyl alcohol once filled. When demoulding, ease the mould off gently and don’t over-stretch, pick at or pull it. Some moulds have a slit to make demoulding easier and come with rubber bands to hold them closed while casting.

How do I clean and care for my moulds?
Press sticky tape onto the surface and lift it off (don’t swipe), or wash in warm soapy water. Be careful of fingernails and rough fingertips, especially on the shiny inside surface. A light mist of mould release spray before casting can help your moulds last even longer.

Can I sell what I make with your moulds?
Absolutely, please do! Out of respect for my designs, though, you can’t use my moulds to make, sell or rebrand your own silicone moulds. You’re welcome to destash moulds you no longer use.

Returns & faulty moulds

What if my mould arrives with a flaw?
Please check your moulds as soon as they arrive. If you notice a flaw, contact me within 3 business days with your order number and clear photos taken in good lighting. I’ll send you a return label, and once the mould is back and inspected, I’ll send a replacement.

Can I get a refund on a used mould?
Unfortunately not. Moulds can’t be refunded once they’ve been used or damaged (for example by fingernails or rubbing). You can read the full refund policy, shipping policy and terms of service for more detail.

Happy crafting!
Love Sarah