Refunds and returns

We are sorry. We pack things carefully, but sometimes parcels get knocked around in transit.

Because our shipments are insured, we need a few things from you within 7 days of delivery:

• A photo of the packaging and shipping label
• A photo of the broken item, showing the personalised details
• Your order number, emailed to ua.moc.sgnikmotsucobfsctd-354c6d@olleh

If your tracking has not moved for a while, let us know and we will open an investigation with Australia Post on your behalf.

If Australia Post officially declares the item lost, we send a replacement immediately at no cost to you. We handle the insurance claim ourselves so you do not have to deal with it.

Our machines engrave and print exactly what you type during checkout. If the text on your product matches what was on the product page, in your cart, on the checkout screen, and in your order confirmation email, then the order was fulfilled correctly.

We cannot offer a refund or free replacement for customer-entered errors.

Personalised items: No. Your details have been permanently applied to the product, so we cannot resell it.

Blank, non-personalised items: Yes. You can exchange for something of similar value. You will need to cover the postage both ways.

It depends on timing. Our team works fast.

• Before production starts: Yes. A 20% admin fee applies to cover transaction and setup costs. Orders under $39.95 including GST and shipping cannot be cancelled
• After production starts: No. Once the product has been personalised, it cannot be cancelled or refunded

Under Australian Consumer Law, we are not required to provide a refund for change of mind. But we try to be reasonable where we can.

If the item is in original condition, we may accept a return at our discretion. The following will apply:

• A 70% fee (excluding GST and shipping) to cover the labour and materials used
• You cover the return shipping costs
• Any free shipping costs we paid originally will be deducted from the refund

Quality: If you send a blurry or low resolution photo, we will do our best with it. But if the artwork is genuinely unusable, we will ask for a replacement file. If you cannot provide one and want to cancel, the standard cancellation fee applies.

Copyright: We cannot print trademarked or copyrighted imagery that you do not own the rights to. If we cannot verify your permission to use an image, we will ask for a different design or cancel the order with fees applied.

We use real timber, leather, and slate. No two pieces are the same. You might see:

• Darker or lighter engraving depending on the grain
• Knots or grain patterns running through the text
• Slight colour differences between boards

These are not faults. They are part of working with natural materials. We cannot refund or replace items because of grain variation.

Screens are backlit. Light shines through the pixels. Printed products are reflective. Light bounces off the surface. That difference means colours will always look slightly different in person than they do on your phone or monitor.

We use commercial grade UV and sublimation printers, and the output is consistent with industry standards. Minor colour variation between screen and print is normal and is not considered a defect.

If a parcel comes back to us because the address was wrong or it was not collected from the post office in time:

• We will contact you to arrange redelivery
• A redelivery fee applies to cover the cost Australia Post charges us to send it again

Because the item is personalised, we cannot refund the order if it is returned to us due to an address issue.