I just placed my order. How long will it take to get it?
We completely understand the excitement of receiving a special package to your door!
During non-peak times of the year, because our personalised products are made to order, our recommendation is for customers to allow 10-14 working days for their items to be created, sorted and packaged. This refers to the time to make your order - before the Postie collects it - although often it's much quicker than this.
We can let you know that most items in our range will be made and on their way to you within 14 working days. However, it really does depend on which type of product/s you've purchased and where we're at in our production schedule at the time. Your order could be shipped 2-3 days after you’ve placed it, or it could take up to 14 working days before it’s on its way to you.
If you're unsure about your order arriving in time for a special occasion, we're happy to help meet an achievable time frame (outside of peak periods). We just need to know about it in advance, so feel free to send us an email and we'll let you know what's possible.
I got an email saying my order is shipped. How long does shipping take?
Once team have handed your parcel over to Australia Post, travel times within Australia will depend on where you're located and which postage you opted for during check out.
Flat Rate Shipping
If you're not needing something in a hurry, opting for our Flat Rate shipping is a great option. We send these parcels via Regular Tracked Shipping with Australia Post. See below for general (non-peak) time frames:
|Victoria||2-6 business days||3-10 business days|
|New South Wales||2-8 business days||2-10 business days|
|Queensland||2-7 business days||4-10 business days|
|Tasmania||2- 10 business days||2- 10 business days|
|Northern Territories||4-8 business days||5-8 business days|
|South Australia||3-6 business days||4-10 business days|
|Western Australia||6-20 business days||7-15 business days|
I don’t live in Australia but I’d love to buy something. Do you ship overseas?At the moment, we do not ship over seas however we are working for it.
PRODUCTS & PRODUCTION
How do I look after the products I’ve bought from you?
To ensure the longevity of your products, please follow all the product care guidelines listed in the product descriptions of the items you’ve ordered, and those that accompany your products.
We also suggest placing items out of reach of children to ensure the best care for them.
I made a mistake with the text on my order. Can I change it?
Yikes - We’ve included prompts on all the product pages and confirmation pages asking that you double check the spelling/style/fonts/colours of your personalisation before finalising the checkout.
Because of the influx of orders we process every day, unfortunately we can’t make changes to personalisation once your order has gone into production.
If you notice you’ve made a mistake on your order, please contact us as soon as possible and we’ll see if we can catch it before it’s gone through to our workshop.
Please note, our Personalised Products and Custom Designs are made-to-order according to your specifications, so changes and requests for returns or re-makes where you've made a personalisation error or simply changed your mind just aren't possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution for you.
My order arrived broken, what should I do?
We carefully package our items, especially delicate ones, so that they reach you safely.
Unfortunately accidents can sometimes happen if your parcel has a bit of a rough journey to you.
The best thing to do is shoot us through an email straight away to let us know. You'll need to include photographs in the original packaging so that we can see what's happened. Please be mindful that we need this information from you within 48 hours of delivery.
We can then point you in the right direction in terms of what to do next.
In some cases, if part of your order has been damaged during transit, you may need to contact Australia Post directly, to lodge a claim with them. If you opted for regular tracked or express postage with your order, a tracking number will be included in the Shipping Confirmation email you receive from us. You can use this number to submit a claim for compensation with Australia Post - if all or part of your order was damaged - during transit. We recommend doing so within a 48 hour period after receiving your order.
If you do lodge a claim with Australia Post, please let us know, so that we can contact you with any communication Australia Post provides us regarding your order. Australia Post will only allow compensation claims for 30 days after receipt of your parcel.
SALES & PROMOTIONS
I placed an order yesterday and then saw on Instagram that you're having a sale. Can you apply the sale code to my order?
While we can't apply sales code to orders that have already been placed, we highly recommend that you sign up to our mailing VIP list (there's an email signup at the bottom of every page on our website). We always notify our VIPs of sales - and often offer them better deals than on our social media channels - so signing up is the best way to make sure you don't miss out again.
The other thing you can do is turn on post notifications on Instagram. You just go to our Instagram account and tap on the 3 little lines in the top right hand corner. The very last option that appears (just before the "Cancel" button) is one that says "Turn on Post Notifications". Tap that and you should get our Instagram updates much more regularly.
Good luck and keep an eye out for our next promo.