Frequently asked questions
Ordering & personalisation
Do you accept custom orders?
We love custom requests! Contact us and let's see if we can help.
Proofs, costs & making time
How long does it take to make my order?
All our items are "Made to Order", which means we don't have any stock ready to ship. Current processing time (the time it takes to make your order) is around 1 to 2 weeks.
Are there any additional costs?
Laser cut items:
We provide a proof prior to production to ensure you are happy with names, spelling etc. Certain modifications to the base template can be done but will attract a re-design fee.
Please get in touch before ordering so we can advise you on the price accordingly.
Shipping & delivery
How long does shipping take?
Local shipping (Australia)
We ship using Australia Post. AusPost Parcel Post is at a flat rate of $14 and usually takes around 3 to 6 business days after processing time.
Please note that depending on your location, it can take longer than this and we are not liable for any delays due to the postal system.
You can choose AusPost Express ($19.50) when checking out if you're in a hurry for your item, which usually takes around 2 to 3 business days. Once again, please note that depending on your location, it can take longer than this and we are not liable for any delays due to the postal system.
International shipping
Standard shipping is a flat rate of AU$35, tracked via AusPost, and usually takes between 8 and 14 business days from date of shipment, if no unforeseen delays occur (for example customs delays or travel embargoes).
All standard international shipping is sent via AusPost and can be tracked online.
If you're in a hurry for your item, an Express international shipping upgrade is available for delivery within 7 to 10 business days.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
USA buyers: following customs changes that came into effect on 29 August 2025, we ship all items DDP (Delivered Duty Paid), which means any customs tariffs or fees are paid by us. This results in faster customs clearance and, best of all, no nasty surprises when you receive your package.
Please see our Shipping & delivery page for more details.
Colours & product photos
Are your colours accurate, does it look the same as on my device?
Please note that actual colours may vary on different displays depending on whether you are using a PC, Mac, Android or iOS device.
Although we make every effort to ensure that our photos and images reflect the item accurately, we are not accountable for variations in colour between the actual product and what you see on your display.
Returns & refunds
Do you offer refunds?
Please note that we try to accommodate our clients where at all possible. We do have some rules however, listed below:
- Refunds do not apply if shipping has taken place and delivery has not taken place on time.
- We cannot provide a refund for personalised items.
- Refunds can only be requested if a major flaw in the item is found or it has been damaged. Shipping costs will not be refunded.
- A refund will be issued once damaged or returned items are received.
- Shipping returns are at the cost of the buyer.
- Refunds or returns will not apply for goods lost or damaged in the postage system; claims will need to be made with the postal carrier.
Still have a question?
If you cannot find what you need here, get in touch and we will help where we can.
