Returns & Exchanges
CustomKings has become the business it is today because of our customer service. However to solve issues we must be notified of any issue within 7 days of yourself receiving the item.
We work closely with you following your purchase to ensure you receive products that you will brag about to your family and friends. This starts the minute your order is received.
We are unfortunately unable to provide a refund or exchange if there is a mistake due to a spelling error. So please make sure you check the spelling and details carefully, including names and dates.
We have perfected our packing process so we experience very few breakages. However in the very unlikely event that your item is damaged in transit please send through a photo of the damaged product and we will organise a replacement.
Please note that as most products are personalised, We are unable to offer refunds once the production process has commenced unless the mistake was an error on our part. For non-personalised products, if the item is not as described or doesn’t meet the purpose it is intended for we will gladly offer at our discretion a refund or exchange with a 20% administration and restocking fee please note this is on the item itself and postage is not refundable.
The 20% administration and restocking fee are to cover the cost of payment processing fees and staff wages for the items return and packing. As a small business, this is hard for us to absorb without increasing our prices.
The 20% administration fee also applies to cases where there is a technical error (e.g customer placing 2 or more orders at once of the same items) and our team can not replicate the error using standard troubleshooting or everyday customer use. Our team will try every method using device simulations to replicate the issue to avoid charging this fee. If there are larger costs involved to try and replicate the error (outsourced IT work), then our team will reach out to discuss the issue and the fees involved.
Please note for refunds on in-store purchases please see our in-store refund policy.
For a copy of the ACCC guidelines please find them here:https://www.accc.gov.au/publications/refunds-returns