Refunds and returns

Contact us within 48 hours of delivery. We pack orders carefully, but parcels can get knocked around in transit and we need to deal with issues quickly.

• Your order number
• A clear description of what has happened
• The delivery date shown on your tracking

If we ask you to return an item, it comes back to us for investigation first. We check the product, the order details, and the issue you reported before making a decision.

• If a major fault is found: we will issue a replacement or refund, depending on what you have requested and what is suitable for the issue
• If a minor fault is found: we will handle it case by case with a repair, replacement, or another suitable solution
• If no major fault is found: the item can be sent back to you, but the return postage is at your expense

Returned items are usually assessed within 10 business days of arriving back with us. Business days do not include weekends or public holidays.

All returns must be sent using a tracked parcel method. Letter post and tracked letter post cannot be used.

Please do not send anything back without contacting us first. We cannot accept responsibility for items returned without prior approval.

If your tracking has not moved for several days, contact us and we will lodge an investigation with Australia Post.

If Australia Post confirms the parcel is lost, we will send a replacement at no cost to you. We handle the claim on our end.

Standard delivery within Australia usually takes 3 to 7 business days after dispatch. Regional and remote areas can take longer, especially around Christmas and other busy periods.

If your tracking is still moving, it is likely still on the way. If it has been more than 10 business days since dispatch with no update, contact us and we will check it for you.

We engrave and print the text entered at checkout. If the wording on your item matches your cart, checkout screen, and confirmation email, the order has been made as submitted.

We cannot offer a refund or free replacement for mistakes entered by the customer.

Personalised items: No. Once your details are on the product we cannot resell it.

Blank, non-personalised items: Yes, you can swap for something of similar value. You will need to cover postage both ways.

It depends on where your order is up to. Production can start quickly.

Where a cancellation is approved, a 30% administration fee is deducted from the refund. This helps cover the real costs already incurred, including customer service time, order setup, payment processing fees, and the work involved in reviewing and cancelling the order.

Approved refunds are issued back to the original payment method. Once processed, it may take a few business days for the money to appear, depending on your bank or payment provider.

• Before production starts: Yes, provided the order has not already moved into production. A partial refund will be issued minus the 30% administration fee. Orders under $39.95 including GST and shipping cannot be cancelled
• After production starts: No. Once the product has been personalised it cannot be cancelled or refunded

The same policy applies whether the order is for you or for someone else. For gift orders, please keep these points in mind:

• Item arrived damaged: Same process as usual. Contact us with your order number within 48 hours of delivery
• Recipient does not want it: We do not accept returns or refunds because the recipient has changed their mind or does not want the item
• Wrong photo uploaded: This is common with pet portraits ordered as a surprise. It falls under our wrong artwork policy and is not eligible for a refund

Quality: Our team will aim to work with the image you upload, but the choice of image is ultimately yours. By uploading artwork and placing the order, you approve us to use that file for production. We only contact you for a replacement file if the image cannot load into our production software at all. If you cannot provide suitable artwork and choose to cancel instead, we will issue a partial refund minus the 30% administration fee.

Copyright: We cannot print trademarked or copyright-protected imagery without proof of permission. If we cannot verify your right to use an image, we will ask for an alternative. If you choose to cancel instead, the 30% administration fee applies.

Some products have an artwork proof listed as a paid option on the product page. Where we can offer this ethically at a low cost to cover the time involved, we do.

If a paid proof option is not listed on a product, it usually means the item is priced below our proofing threshold, the design is pre-made with only small changes like a name or date, or a digital proof would not accurately represent the finished result.

We put a lot of care into our product photos, descriptions, and checkout information so you can order with confidence. The details you need are shown on the product page before you buy.

Please check everything carefully before you confirm: wording, photo, product choice, proof options, and delivery details. Your confirmation email is the final record of what was submitted.

If you notice something wrong straight after ordering, email us at ua.moc.sgnikmotsucobfsctd-46c645@olleh as soon as possible. We will try to stop it before production, but we cannot always catch it in time.

Every product is made from the photo or artwork uploaded at checkout. Please check the right image is attached before placing your order.

Common examples of unsuitable artwork:

• A child’s drawing uploaded instead of a pet photo
• A blurry screenshot rather than the original photo
• The wrong pet, person, or design entirely
• A heavily filtered image that does not resemble the subject

Production is automated and moves quickly. We cannot always catch an issue before the item is made. If we produce the order using the image you uploaded, the order is considered complete and is not eligible for a refund or free replacement.

If we contact you because the artwork is unsuitable and you do not want to provide a replacement image, you can request to cancel the order as long as production has not started. In that case, we will issue a partial refund minus the 30% administration fee.

We use real timber, leather, and slate. No two pieces are identical. Depending on the piece, you may notice:

• Darker or lighter engraving depending on the grain
• Knots or grain patterns running through the text
• Slight colour differences between boards

These are not faults. They are part of working with natural materials, so we cannot refund or replace items for grain variation.

Screens are backlit. Printed products reflect light. Because of that, colours can look a little different in person compared with your phone or monitor.

We use commercial UV and sublimation printers, and our results are consistent with industry standards. Some colour shift between screen and print is normal and is not a defect.

If a parcel comes back to us because the address was wrong or it was not collected from the post office in time:

• We will get in touch to arrange redelivery
• A redelivery fee applies to cover what Australia Post charges us to send it again

Because the item is personalised we cannot refund the order if it is returned to us due to an address issue.