Shipping & Returns

SHIPPING POLICY

All orders are processed within 5-10 business days, Should you require your item earlier please contact us first as there will be a $35.00 URGENT fee applied to your order. 

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Shipping time is not included in the processing time, you have the choice of Express shipping (1-3 days) or Standard shipping (3-5 days) at checkout.

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All orders are posted with Australia Post and will have their own unique tracking number. 

If you have not received your tracking number please contact us. 

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If you do not receive your order in the time listed please contact us. 

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Pickups

We are currently offering pickup. When your order is ready you will receive a booking link to request a pickup time. 

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RETURNS POLICY

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We take extreme pride and care when creating your items for you.

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We do not accept returns/refunds on custom and personalised products, except in the case of an error. In that case, we will work with you as quickly as possible to rectify this, please contact us via email or here.

After your order is made, we cannot accept any changes or requests to refund/cancel your order.

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Damages

We pack our items as well as we can, but we do rely on couriers to be careful with our packages. If your item is broken in transit, please take a photo of the damage and contact us within 24 hours of receiving the goods. If we are not contacted within the time frame we have the right to refuse a refund or replacement. 

We are not responsible for any breakages once you have unpacked your item(s). We include care cards with our products to remind our customers that some of our items are VERY fragile. For example, mirror name plaques. Mirror acrylic is a very fragile substrate, and must be handled with extreme care. Please do NOT hold your name plaque by one end, as this puts stress on the joins of the letters and it will snap. Please be aware that mirror acrylic can scratch too, so don’t use any harsh cloths or material on them. 
 

When we adhere acrylic onto plywood or acrylic, we use a laser-suitable industrial-strength double-sided tape. This tape is strong, but can only withstand so much, so please be careful not to put stress on the wording, particularly small pieces like dots to i’s and j’s. 
 

Please follow warning label instructions for candles, as well as candle care cards. This is very important, to avoid damage, injury, fire, etc.

If you have any concerns please get in touch.