Please find our frequently asked questions and Terms and conditions that are here to help answer the most common things you may ask when ordering from us.

Where are you located and where do the products ship from?

All our products are made to order and manufactured and shipped from our workshop located in Ballarat, Victoria. We offer a local delivery service for free within the Ballarat area on Monday’s, however please contact us should you need your order more urgently and we will try our best to assist. We also offer local pickup, by appointment only.

How long is delivery? Where is my order?
All items shipped within Australia include tracking. We’ll provide you with the tracking information as soon as your order is dispatched. Once your package is with the postal service, the delivery time is beyond our control. For updates, we recommend contacting the shipping provider directly.

Do the wall hanging products have hanging fittings?
No, we do not include hanging fittings with our wall hanging products. Due to the variety of surfaces on which these items may be hung, it’s up to you to select the appropriate fittings for your specific needs. We suggest using Command 3M products for their reliability, but please ensure you follow the fitting product instructions to determine if they’re suitable for your application. Products that are specifically sold for the purposes of hanging i.e. Christmas baubles & Tooth Fairy Door Hanger will come with ribbon/string as per display images.

Do products vary or will they be identical?

Products on our website will come as displayed. Font's used are the same as displayed unless custom designed, however letter/word sizing may need to be reduced or enlarged depending on length of name. Wood items may vary in texture as no two pieces of wood are identical in shade or texture.

Do you make custom products not shown on your website?

Yes, we welcome commission orders. We love creating and bringing your visions to life! Please contact us either via email or our socials to find out more.

I have made a mistake when I ordered. Can you help me?
If you realize there’s been a mistake with your order, please contact us as soon as possible to check if your item has been produced. Once an item has been posted, changes are no longer possible. Many of our items are permanent once created, so it’s essential to reach out quickly. If production has started but changes are still possible, a fee may apply, which will be quoted based on the adjustments needed. We understand that mistakes happen and will do our best to assist if we can!

I don't like the font my item has come in. What can I do?
The font used on your item is the one displayed at the time of purchase. If you’re unhappy with the font upon receiving your item, this is considered a change of mind. While we will do our best to accommodate your preference, any associated costs will be your responsibility. We take great care in selecting fonts for our products, but please note that the appearance of certain letters may vary depending on the font chosen.

Can I cancel my order once I have paid?
If you need to cancel your order, please contact us as soon as possible. Due to the nature of personalized items and our fast-processing times, orders are typically final once paid. However, if you reach out promptly, we’ll do our best to assist you in cancelling the order if possible.

You’ve received your personalized order, but there’s a mistake.
We sincerely apologize if there’s an error with your order and understand how frustrating this can be. Please know that we are committed to making things right. If your item isn’t as requested, contact us immediately, and we will do everything we can to correct the issue and ensure a positive experience. Thank you for your understanding, and again, our deepest apologies.

What happens if my parcel is returned to sender?
Please make sure your address is correct at checkout. If a parcel is returned to us, we are happy to resend it, though there may be additional shipping costs involved. In some cases, we may also need to cover fees to have the item returned to us first. Any costs due to an incorrect address will be forwarded to you, and we appreciate your understanding.

Do you send design proofs before you make my item?
We generally do not send design proofs unless you're ordering a custom item not featured on our website or if it's specified in the listing. This helps us ensure a faster production time for your item. However, we're happy to provide a preview of the font with your chosen name or wording upon request—just let us know!

My item has arrived damaged.
We understand how disappointing it is to receive a damaged item. While we take great care in packing our products to ensure they arrive safely, sometimes damage can occur during shipping. Unfortunately, we cannot be held responsible for such damage. Please contact us within 24 hours of receiving your item so we can process a claim with the postal service. If the damage is reported after 24 hours, we’ll still do our best to help, though the success of an insurance claim may be limited.

Your question or issue is not listed here?
If you have any other questions or concerns, please don’t hesitate to reach out. We strive to ensure that your experience with us is positive, and we greatly appreciate your business and support!