Return Policy

All our products are made to order, hence we DO NOT accept any returns unless this is already agreed with the sales staff. If you plan to return the items in your order, we advise you to discuss this with us before shipping.

In scenarios where the item was not what you ordered or has changes which were not part of the order, please write to us using the “Contact Us” form and we will do our best to get the best resolution in your case.

Contact us for more information.

Please note that all the items need to be in the original packaging for us to consider any returns or refunds. Please keep all the items sent in your order with clearly taken pictured for future reference.

General Policies

Our products will be dispatched between 1 to 3 business days from receipt of payment. Our average dispatch time is within 12 hours in most of the occasion since we don’t like our customers to wait for their purchases. In fact, some of the deliveries to Melbourne are received within 24 hours if purchased before 7:00 am, major metro areas across Australia arrive within 5 business days once we process your order. If you live in a regional area then we suggest you allow up extra time for your goods to arrive.

We strive to deliver products purchased from the website in excellent condition and in the fastest time possible. If this is your first order with us, please read this sections if possible. If you have a voucher you can use it for your purchase.

  • A shipping charge will be applicable to all orders unless listed specifically in the item description or a valid coupon is available.
  • If you cancel part of the order, shipping charges will not be refunded. If you return an order delivered to you, original shipping charges will not be refunded.
  • We DO NOT provide insurance on shipping by default. If you need insurance, please write to us separately once you place your order. In some situation, we would add insurance completely at our discretion.

 

Free Shipping:

  • If the product has FREE SHIPPING it will be delivered without any extra shipping cost to you.
  • If you cancel the order with FREE SHIPPING after the order is processed, but not shipped, within 2 hours of order we will not charge any fees.
  • If you cancel the order after the order is processed and shipped, you will have to follow the Return Policy

 

Third Party Warehouse:

  • It is not always possible to stock all the items in our warehouse, hence we use third party warehouse to stock items. If this product is coming from there, we will need extra time to process. For more information contact us before placing the order.
  • We use Australia Post for delivery of most of our items. We can, however, use any other trusted courier partner for our delivery without any prior notice to you. In most of the scenarios, we offer tracking number which can be tracked easily on the courier provider site. We will also offer express and next day service on certain items. If you need your items quickly, please select this option.
  • We can use other parcel services when the items are larger in size or weight.
  • You should be able to track the items online on Australia Post website once they are delivered. Some of our items are sent as a normal post without tracking to avoid extra shipping cost as this is the only way to give the best service to our customers at a reasonable cost.

 

Tracking

  • Smart Send: Visit this link and provide the tracking number from your order email https://www.smartsend.com.au/
  • Australia Post: Visit this link and provide the tracking number from your orderhttp://auspost.com.au/track/track.html
 

Cancellation and Returns

We are committed to providing quality products to our customers and that is why we receive consistent positive feedback from our customers. We believe that customer satisfaction is important to our business success and work with you following your purchase to ensure you receive products as ordered.

Since our products are customised we DO NOT accept cancellation or return unless it has major defects.

  • Unfortunately, we do not offer return label on items. It will be your responsibility to get the faulty item to us at your own cost. You will also have to return your item using tracking post so that we can track the item and you are sure about the item once received.
  • If you simply change your mind after your purchase but before your delivery,  you can still cancel the order. We, however, will NOT cancel or refund the order if you have already started the work on your order and you have confirmed the artwork.
  • Refunds purchase price are processed using the original payment method. If you have used a voucher or coupon for the purchase the return will be given as a voucher again. We will not refund cash, cheque or PayPal for voucher payments.
  • If you are returning an item included as a promotional gift with the purchase, the gift must also be returned in its original condition or you will be charged to your refund amount at the price listed on the website when the gift was first redeemed.
  • In addition to our change of mind returns policy, any faulty goods will be exchanged or refunded with proof of purchase in accordance with your rights at law. Please contact us before sending the items to us on [email protected] to confirm the refund and cancellation

 

Returns beyond 7 Days:

  • We DO NOT accept returns beyond 7 days of item receipt by you.
  • All refund claims and payment will be processed within 5 days of receiving the items to our delivery location. There could be an extra 5-7 days taken for you to receive the amount which is outside our control (time taken by credit card or PayPal to clear the credit amount in your account)

 

Cancellation:

  • You can only cancel your order before we ship or if we have not already started the design work of your order. To cancel your order before it is shipped please email [email protected]
  • If you intend to “cancel” your order before dispatch and if have done significant work on the artwork, 20% of the order charge will be deducted from final refund.