FAQ – Frequently Asked Questions

What is your Turnaround Time?

We are a dedicated team so we aim to have all orders sent same business day when placed before 3:30pm NSW Time. This includes personalised gifts. Please note that if your items are on backorder it might be best to contact us for an ETA.

Where are you Located?

We are located in Charlestown, NSW, now in the Hilltop Plaza on Charlestown Road right next to the old Darby’s Pies shop.

How do I know a product is in stock

We strive to ensure each customer is aware the item they are ordering is either in stock, back ordered or out of stock, to this extent we have on each product a stock status on both the product page and check out page as well as the email confirmation you receive.

Do you part ship orders?

To keep our postage flat rate we do not part ship orders, this ensures we will not have to raise our postage prices for all customers. If you are happy to pay the shipping charge for your order we can arrange this, simply reply to this email and we can send through an invoice.

I want a refund because that item is going to arrive too late?

We offer express post to ensure your item arrives when you need it, however in a case when you have ordered your item too close to the needed date we can not issue a refund. If your order has not yet left us, We would love to offer this chance to give you a store credit for the amount for the item. If a store credit does not suit your needs we can offer a refund minus a 20% administration fee. The fee covers any payment fees from the payment provider and the cost of administration work on your order.

I think you can make something for me but I can’t find it on your website, can you help?

We welcome new ideas and challenges, if you have an idea we would love to work with you to make it a reality. Just contact us and we can get started.

How do I contact you?

You can either email us directly at sales@customkings.com.au or call us on (02) 4920 6563. For international customers please call us on +61249206563.