Policy

We’re real people.
Treat us like it.

We love what we do and we love our customers. The overwhelming majority of people we deal with are genuinely great. This page exists for the rare few who are not.

Behind every order is a real person

CustomKings is a small Australian business based in Bennetts Green, NSW. Despite being an online store, there are real people on the other end of every email, every phone call, and every order. We are not a faceless corporation. We are a small team of Aussies who take genuine pride in what we make.

We understand that when things go wrong with an order it can be frustrating. We get it. But frustration does not give anyone the right to be abusive, threatening, or disrespectful toward our team. We will always work hard to find a fair outcome, but we will not tolerate abuse in the process of getting there.

What we consider abuse
Threatening, aggressive, or offensive language directed at any member of our team, whether by phone, email, or any other channel
Demanding a refund or replacement that falls outside our policy, and escalating to abuse when the answer is no
Threatening to leave negative reviews or raise a dispute as a way to pressure us into a refund you are not entitled to
Repeated or excessive contact after a decision has already been clearly communicated
Making false or exaggerated claims about an order in an attempt to obtain a refund or replacement
Our three strike policy
1
First strike
A formal warning is issued. The incident is logged against your order, including date, time, and a record of what was said or written.
2
Second strike
A second warning is issued and further restrictions are placed on how you can contact us. The incident is again logged and added to your record.
3
Third strike
Your account is blocked and all future orders from you are refused. Your full details and the complete incident log are reported to police.
How our systems work

Email filtering

Our email system automatically detects abusive language. Messages that trigger our filter are blocked before they reach our team and are logged against your account record.

Phone call detection

Our phone system monitors calls for abusive language in real time. If abuse is detected, the call is ended automatically. The incident is recorded and added to your file.

Every blocked email and ended call is stored as part of your permanent record with us. If a matter progresses to police reporting, this full log is included as supporting evidence.

All abuse is reported to police

We do not issue idle warnings. Any harassment or abuse that reaches the third strike threshold is reported to NSW Police and the relevant police service in your state or territory. The report includes your complete details:

  • Full name
  • Email address
  • Phone number
  • Delivery address
  • Order number
  • Full incident log

We keep records of all interactions. If you have been issued a warning, that record does not expire.

Had a genuinely bad experience?

If something went wrong with your order, we want to hear about it. We are reasonable people and we will always try to find a fair solution.

Get in touch
CustomKings, Bennetts Green NSW. Last updated April 2026.