Refunds and returns

Sorry to hear that. We pack every order carefully but transit can be rough on parcels. Since our shipments are insured, we need a few things from you within 7 days of receiving it:

• A photo of the packaging and shipping label
• A photo of the broken item, showing the personalised details
• Your order number, emailed to ua.moc.sgnikmotsucobfsctd-22f2dd@olleh

If your tracking has been stuck for several days, get in touch and we will lodge an investigation with Australia Post on your behalf.

If they officially declare the parcel lost, we will send a replacement straight away at no cost to you. We handle the claim on our end so you do not have to worry about it.

Standard delivery within Australia typically takes 3 to 7 business days after dispatch. Regional and remote areas can take a few days longer, and during busy periods like Christmas, Australia Post can run behind.

If your tracking is still showing movement but seems slow, give it a little more time. If it has been more than 10 business days since dispatch and nothing has updated, get in touch and we will look into it for you.

Our machines engrave and print exactly what you typed at checkout. If the text on your item matches what appeared in your cart, on the checkout screen, and in your confirmation email, the order was made correctly.

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 timing. Our team works fast.

• Before production starts: Yes. A 20% admin fee applies to cover transaction and setup costs. 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

Under Australian Consumer Law, change of mind is not grounds for a refund. That said, we try to be reasonable.

If the item is in original condition, we may accept a return at our discretion. If we do:

• A 70% fee applies (excluding GST and shipping) to cover the labour and materials used
• You cover the return shipping costs
• Any free shipping we paid on your original order will be deducted from the refund

Our standard policies apply whether an order is for yourself or someone else. A few things worth knowing for gift orders:

• Item arrived damaged: Same process as usual. We need photos and your order number within 7 days of delivery
• Recipient does not want it: This falls under our change of mind policy and the same terms apply
• 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: Send us the best photo you have and we will work with it. If the file is genuinely unusable we will get in touch to ask for something better. If you cannot provide one and need to cancel, standard cancellation fees apply.

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 or cancel the order with fees applied.

We do not offer proofs or digital previews before production. Our process is fully automated and orders go straight into the queue once placed. A proof stage would slow things down significantly and add cost across the board.

This is why it is important to check everything carefully at checkout before you confirm. Your wording, your photo, your product choice. Your order confirmation email is your last chance to spot a mistake before we start making it.

If you notice something wrong right after ordering, email us at ua.moc.sgnikmotsucobfsctd-14164f@olleh straight away. We will try to stop the order before it goes into production but we cannot always catch it in time.

Every product is made from the photo or artwork you upload at checkout. Please take a moment to check the right image is attached before you place 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

Our production is automated and moves quickly. We cannot always catch a problem before your 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, regardless of what was in the photo.

We use real timber, leather, and slate. No two pieces are identical. Depending on the piece you receive, you might 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 just what comes with working with natural materials. We cannot refund or replace items due to grain variation.

Screens are backlit and light passes through the pixels. Printed products reflect light instead. That gap means colours will always look a bit different in person compared to what you see on 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 completely 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.