FAQ

Frequently Asked Questions

How long will it take to receive my order?

Orders are manufactured in 4-10 business days and as soon as your order is ready it is shipped the next day. Standard and Express  shipping times vary depending on what state you are in as a guide see the flowing table. 

Victoria 1-7 days standard 1-2 Express

NSW 2-7 days Standard 1-3 Express

South Australia 2-7 days Standard 1-3 Express

Tasmania 4-11 days Standard 1-3 Express

Queensland 4-11 days Standard 1-3 Express

NT 4-11 days Standard 1-3 Express

Western Australia 4-11 days Standard 1-3 Express

How long will it take to have my order ready to ship?

Orders are manufactured in 4-10 business days and as soon as your order is ready it is shipped the next day.

Why do your custom products take this long to manufacture?

As our custom products are made to order and personalised with your specific details, they all have a number of processes to go through to reach completion before we even pack and send them. Each piece is individually created just for you. We also like to ensure that all products meet our high quality standards, so we don’t cut corners nor compromise on our quality and final products.

Can I track my Item?

Yes! After your items have been made and shipped you would have received a tracking number via Email. Don’t forget to check your junk or spam inbox just incase it went into there. If you cant find it them simply reach out to us on our social media channels and we will happily provide it to you

What if I need to change my shipping address?

Get in contact with us as soon as possible because during the manufacturing stage we can defiantly update your shipping address but as soon as your item is booked in to ship this is not possible. You can contact the shipping company at this stage to see if they can help.

Do you send orders to PO Boxes?

Yes! We send to PO Boxes Australia Wide

Do you offer pick up from your location?

Yes! We Offer pick at our location in Keilor Downs Victoria. This option will only be available to you if you live in Victoria for obvious reasons. If you select this option then as soon as your item is ready we will contact you to organize a pick up time.

I ordered a custom product a few days ago with express post but have not yet received it?

Express shipping does not necessarily ensure your order is processed faster. This only applies to the shipping time and the normal lead time for product production in most cases, will still apply and this is 4-10 business days.

Should you need a rush order, please get in touch with us ASAP, as we will do our absolute best to accommodate you. Please also keep in mind that during our busier periods, rush orders are not generally processed faster due to the large volume of orders we are already processing during these times.

I ordered a product recently but I have changed my mind or need to change the personalised details. what can I do?

Should you need to change any details with regards to your order, please get in touch with us ASAP to see if it is possible, as once your order has been processed and in production, we are unable to make any further changes to your order.

Unfortunately, as each order is personalised we cannot resell it or simply put it back into stock. If we have not yet started to process your order, it may be possible to cancel your order.

We encourage you to always double check all information and spelling entered with your order before processing through to the checkout.

My staff or cliants would love this so can you create bulk or corporate orders?

Yes we certainly can. In fact, we have already created many corporate orders for clients and bulk orders for customers. Get in touch and let’s chat to see if we can assist.

 

What payment options do you support?

We accept Credit card payments via Stripe and PayPal. We also accept all PayPal transactions and if you want to have it now but pay later we also accept AfterPay.

What if I need to modify my order?

Should you need to change any details with regards to your order, please get in touch with us ASAP to see if it is possible, as once your order has been processed and in production, we are unable to make any further changes to your order.

Unfortunately, as each order is personalised we cannot resell it or simply put it back into stock. If we have not yet started to process your order, it may be possible to cancel your order.

We encourage you to always double check all information and spelling entered with your order before processing through to the checkout.

What if I need to change my shipping address?

Get in contact with us as soon as possible because during the manufacturing stage we can defiantly update your shipping address but as soon as your item is booked in to ship this is not possible. You can contact the shipping company at this stage to see if they can help.

I belive my product is faulty what do I do now?

Oh no! Hopefully this is not the case. Due to our quality control systems its very rear for us to have a faulty item so let us see if we can help. Reach out to us via email or on our social media platforms.

We fully support your warranty rights under consumer law so if the product is faulty or defective contact us with your order number and details of the fault including photos or video. The fastest way to do this is via email or via our social media profiles as we are extremely responsive on those platforms.

Do you offer change of mind returns?

Because all our items are personalised with your individual details its not possible to offer a change of mind return as we simply can not return the item to stock and resell it. We do however fully support your return rights under consumer law so if the product is faulty or defective contact with your order number and details of the fault including photos or video. The fastest way to do this is via email or our social media profiles as we are extremely responsive on those platforms.

My order has arrived damaged or broken. What do we do now?

Oh no… This drives us crazy! 

We carefully pack and send our items with a lot of love and care and ensure they are sent with the best possible packaging so they arrive in your hands in perfect condition. However, sometimes accidents happen or they endure a rough ride to your door. Unfortunately, once sent from here, it is completely out of our hands as to how they are handled and delivered.

Please get in touch with us within 48 hours of receiving your order with your order details and any photos of your damaged product/s and Packaging so we can work out the best resolution. Most of our shipping options have coverage against items that are damaged in transit We are here to help. 

There is an error on my order. What should I do now?

We are so sorry to hear there is an error with your order. We process each and every order and check all details against your order, however, due to the personalised nature and detail of each and every product, along with us being human, we do make errors from time to time.

In the unlikely event that your order has and error or incorrect details, please contact us as soon as you receive it, along with your order number and photos and we will be in contact to work out solution to rectify the mistake in a timely manner.

Still have a question?

Please contact us for more information.

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