CustomKings must be informed of any issues with your order within 7 days of receiving the order to ensure we can help with any breakages or issues.

Does CustomKings offer Exchanges on Items?

Due to the nature of our personalised products, we can not offer exchanges on its that have been personalised. However if your item has not been personalised, CustomKings can exchange the item for a similar priced item. The customer is liable for postage to and from CustomKings.

If your item has been personalised an exchange is not possible as CustomKings is unable to remove the personalisation on the items.

There is a spelling or grammar mistake on my item, I need a replacement?

Our automated systems copy and paste your inputted text to ensure as minimum mistakes as possible, we can however understand in somecase systems can make mistakes. You will see the inputted text on the cart and checkout page prior to placing your order. Once you have placed your order, you will receive an email confirmation with the same inputted text and once your order has been dispatched you will receive the inputted text again.

Sadly if the item received matches these 4 previews of your inputted text, CustomKings is unable to issue a replacement as the item has been made to order with the text inputted by the Customer.

I recieved my item and it has broken in transit, how do I receive a replacement?

After a long trial and error stage, our packaging process has yeilded minimum breakages, we use Auspost’s guide to ensure our packaging is to their standards. However we understand that Auspost can in some cases be a bit rough with some items. In the case of a breakage, we do require a photo of the packaging you received your order in, a photo of the broken items (all in the same photo) with the personalisation visible. All this must occur within 7 days of receving your order as per Auspost’s compensation policy. In some cases Auspost may require the customer to take the damaged box to the nearest Auspost outlet, sadly this is outside of CustomKings control and entirely up to Auspost.

Once CustomKings receives notice from Auspost that compensation will be issued, our team will organise a replacement for the customer.

My order has not been shipped and I wish to cancel it for a refund.

Once an order has been placed, our production team acts fast to ensure our turn around times are kept as advertised, if production has started we are unable to cancel and refund the order. However if production has not started our team can issue a change of mind refund, this however will incur a 20% administraion fee to cover the processing of the cancellation of the order, the payment processing fees and other costs which are not refunded to CustomKings by payment processors (Afterpay, Credit Card etc.).

I received my order and am unhappy with the items?

Our easy online ordering process and many photos and product descriptions on our website allow our customers to know what they will receive prior to ordering, combined with the order confirmation details on the cart and checkout page prior to paying for the items we hope this ensures you are happy with the items you receive.

We understand however in some cases you can change your mind, in these cases, according to the ACCC Law, CustomKings is not required to issue a refund or replacement if the item matches the product description. However if you wish to return the items in the same condition you recieved them, CustomKings can issue a part refund. This part refund will incur a 70% Administration and Product Loss fee excluding Shipping Costs and GST which is non-refundable.

The customer is liable for any shipping costs, in cases where free shipping was given on an order, CustomKings reserves the right to charge the shipping cost paid to Auspost to the Customer.

I supplied Invalid Artwork (such as Copyrighted Images or a Photo for Engraving) can I get a refund?

In the case, you provide artwork that is not suitable (e.g. Your company logo is too low quality or does not fit on a coffee stencil design) we will work with you to make the graphics usable at the lowest cost to yourself.

However, in the case, you wish to cancel the order, the cost of graphic design time can not be refunded but we will refund the cost of the item only, with items that have the graphic time inbuilt (i.e Coffee Stencils, Pet and Couple Drawn items and corporate items) the cost of the graphic design time is dependant on the work involved.

In the case you upload a photo inplace of a logo, we will request a logo from you via email, alternatively you can cancel the order under a change of mind (as above).

If we are unable to make the graphics usable, you will be refunded the order total excluding the 20% administration fee outlined above.

If you provide copyrighted images, CustomKings will request a letter of authority of use.
If you are unable to gain the letter we can do either of the following:

A) You can supply a different image or logo that you have the rights to use, we can then proceed with this.
or
B) We can issue a refund inline with out refund policy, this includes a 20% administration fee.

We understand this is a complicated issue, however to insure we all avoid fines or in somecases gaol time, we do need to stick inside the law.

I received my artwork proof and wish to cancel my order?

Once you receive your artwork proof, your order is considered in production and can not be cancelled under change of mind. However our team can cancel your order and refund minus a 70% administration, services and restocking charge. This 70% covers the costs involved with your order and the wages for the artwork proof, communication between our staff and yourself, the cost of services rendered ( software charges, sms, emails, phone calls etc.). Please note this 70% is the total order value including GST and Shipping.

I ordered an Artwork Proof, but have been refunded, Why?

To keep our turnaround time true and our prices fair for all customers, we attempt to reach out 3 times once you have placed your order with an artwork proof included. If you fail to reply to any of these points of contact, CustomKings has the right to refund your order excluding the cost of the Artwork Proof service, and a 20% administration cost. Contact will be made to the phone number and email given at the time of checkout, please ensure to check your junk/spam folder.

Other Important Details

In cases where the item has a minor issue as outlined by the ACCC guidelines and it is unable to be repaired or replaced, CustomKings may request you to ship the item back to us to aid in the repair or replacement of your item, CustomKings will cover the cost of shipping through reimbursement of funds if the item is found to have a major issue. If you choose to use other means other than Australia Post, shipping will be at your expense, this is also if there is no issue found.

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