Common questions, straight answers
Everything you need to know about ordering, shipping, production, and returns. If your question is not here, email us and we will get back to you within one business day.
Getting your order to you
We dispatch from Bennetts Green daily. Here is what to expect once your parcel leaves us.
How long does delivery take
Once your order is personalised and dispatched, Australia Post handles the rest. Standard delivery usually takes 5 business days. During busy periods like Christmas and Mothers Day that can stretch to 14 business days.
If it has been longer than that, let us know and we will chase it up with Australia Post.
How do I track my order
Your dispatch email includes a tracking link. You can also enter your order number on our order tracking page at any time.
How much does shipping cost
Tracked Australia Post shipping is a flat $9.95 Australia-wide.
- Free standard shipping on orders over $120
- Express upgrades available at checkout
Do you ship internationally
Yes. We ship to New Zealand, the USA, and Canada. Costs usually appear at checkout. If they do not, get in touch and we will send you a quote.
Do you split shipments
By default we ship everything together to keep costs down. If you need items sent separately, reply to your order confirmation email and we will organise a second delivery for the extra postage.
What if my order won’t arrive in time
If you have a deadline, reach out before you order and we will recommend the best combination of production and shipping speed. Once Australia Post has the parcel we cannot speed it up or refund their delays.
How we make your order
Turnaround times, design proofs, and bulk orders.
How long does production take
Most products are personalised within one business day. Each product page has its own estimate. As a rough guide:
- Engraving: 1 business day
- Embroidery: 1 to 2 business days
- Shirt printing: 1 to 3 business days
Can I see a proof before you make it
Artwork proofs are available on some products but not all. We don’t offer proofs across every order due to our ethical business practices, and this is reflected in how we price and produce each item. If a proof is available for your product, you’ll see it as an option when ordering. For products where it’s not offered, we get straight to work once your order is placed.
Do you do bulk or corporate orders
Yes. We handle anything from a single piece up to 2,500 units. Send through quantities, deadlines, and artwork and we will put together pricing for you.
Pick up from Bennetts Green
If you are a local customer in the Newcastle or Hunter region, you can skip the postage and collect from our workshop instead. Just wait for our text before coming in.
How does click and collect work
Click and collect is available to local customers in the Newcastle and Hunter region. Enter your full shipping address at checkout and the option will appear automatically if you are nearby. Select it, finish the order as normal, and wait for our text before coming in.
How soon will it be ready
Most orders are ready the next business day. We will text you when it is done. Please wait for that message before coming in.
What are the collection hours
Monday to Friday: 8:00am to 2:00pm
Closed weekends and public holidays.
If something is not right
For the full policy, see our refunds and returns page. Here are the short answers.
Can I return a personalised item
No. Every product is made to your specifications and cannot be resold. Please check all names, dates, and spelling carefully before you place the order.
My order arrived broken
Take photos of the damage and the packaging within 7 days of delivery and email them to ua.moc.sgnikmotsuc@olleh with your order number. Once confirmed, we will send a replacement.
I made a spelling mistake on my order
If the finished product matches what you entered at checkout, we cannot redo it at no charge. The text appears on the product page, in your cart, on the checkout screen, and in your confirmation email. If it matches all of those, the order was fulfilled correctly.
If the error is ours, we will replace it immediately at no cost.
Photos, materials, and care
Photo quality, looking after your order, and what we can and cannot personalise.
What quality photo should I upload
The better the photo, the better the result. Use a high resolution, well-lit image with the subject in clear focus. If the photo looks blurry on your phone, it will look blurry on the product.
Can I include a gift message
Some products include a gift wrapping option, and when you add it you can include a personalised message too. If it is available for your product, you will see the option on the product page before adding to cart.
Do you engrave, embroider or personalise items I supply
No, we don’t offer engraving, embroidery, or any other personalisation service on customer-supplied items. Everything we personalise comes from our own range. Head to the website to find something ready to customise.
How do I look after my personalised item
Check the product page for specific care instructions. As a general rule, engraved metal tumblers are top-shelf dishwasher safe. Printed items and wood products do better with a gentle hand wash.
Paying and invoices
What payment methods do you accept
Visa, Mastercard, PayPal, Afterpay, Zip, and Klarna. All options appear at checkout.
Will the recipient see the price
It depends on your order. If your billing and shipping address are the same, we include an invoice in the parcel. If you are sending to a different address, like a gift going straight to the recipient, we leave the invoice out so the price stays hidden.
Either way, a copy is always attached to your order confirmation email.
Where is my tax invoice
Your tax invoice is attached to your order confirmation email and you can download it from there any time. We also include a paper copy in the parcel if your billing and shipping addresses match.
Question not listed?
Email us and we will reply within one business day.