PERSONALISED PRODUCTS: Disclaimer & FAQ's

PERSONALISED PRODUCTS: Disclaimer & FAQ's

How long will it take to receive my order?

All personalised products are made to order and the manufacturing time for our products vary.

As a guide please allow:

Embroidered Cubbies - Up to 2 weeks PLUS delivery time

Personalised Backpacks, Lunch Bags & other bags - Up to 1 week PLUS delivery time

Personalised Beach towels, recreational gear - Up to 1 week PLUS delivery time

Personalised Name Label Bundles - Up to 1 week PLUS delivery time

Personalised Door Plaques - Up to 3 weeks PLUS delivery time (these are handpainted)

Personalised Name Puzzles - Up to 4 weeks PLUS delivery time (these are hand cut and painted and require drying time before they can be packaged)

We will always do our best to get your order to you as quickly as possible. When ordering as a birthday gift or for a special occasion please be sure to allow the amount of time required and place your order in advance if possible to avoid disappointment

What if I select Express Post?

We do not offer express post as an option on our website for personalised products. However if you are needing something in a hurry we MAY be able to accommodate your request for your item to be posted by express post once completed. Please email us regarding your order and we will invoice you for the extra postage charges if possible 

Please note: choosing express post does NOT mean that we are able to complete your personalised products any quicker. The manufacturing process period will still apply. Express Post refers to the shipping method we use to send your orders to you ONLY

Can I see what my order will look like?

For Personalised Backpacks, Towels, Lunchbags & Recreational Gear:

Names are heat printed on all of our gifts as pictured on our website
Products with names printed as standard, in a horizontal position have an uppercase first letter and lowercase for the rest of the name. For example "Olivia".
A select number of beach towels have the name in a vertical position, these have all uppercase letters. For example "OLIVIA"
Unfortunately this cannot be changed.
Please contact us to confirm correct spelling if your name includes a hyphenation, prefix or anything else unique

These products are limited to a maximum of 12 characters

Name labels are limited to a maximum of 25 characters

For Personalised Embroidered Cubbies:

We take the information/text (eg birth details) provided by you and will arrange it in the area we have to work with. We can only fit so much text in to this area so please contact us to see if what you want will be able to fit

We can also embroider the back of some of the bears - this is an additional $15 on top of the cost.

We are able to supply you with a proof of the embroidery layout for you to see before we go ahead. Any changes can then be made if necessary.

Further proofs and changes from the first one will incur a $5 surcharge

Colours and any images can be chosen by you when you purchase by leaving a note in the order comments. Fonts can be selected by you but we will approve at our discretion as not all fonts will be suitable for certain texts etc

Can I get a refund on my personalised product?

Unfortunately we do not offer ANY refunds on personalised products and all sales are final. The only exception is if your item is found to be faulty - in this instance we will work with you to replace your product ASAP

PRE ORDER Products:

If a new to stock item is on offer as a 'Pre Order' this will be specified on the product listing as well as the expected arrival and dispatch time.

For example: Pre Order - Stock arriving early July

This means that we are expecting the stock to arrive in early July and your order will be posted once we have the stock.

Should you see another item on our website you would like to purchase while waiting for a pre order, let us know and we can add it to your original order and save you additional postage charges.

If you order existing stock AND a pre ordered item, we will ship your entire order together once the pre ordered items arrive

Refunds, Exchanges & Returns:

Personalised product sales are final - We do not offer refunds on any personalised products unless the item is found to be faulty. If a fault is found a replacement will be offered
For change of mind purchases we will refund product purchase price only (no postage) once the item has been received back in original packaging and return postage is at the cost of the customer
We reserve the right to charge a restocking fee of 10% for change of mind purchases
 
If an item received is damaged or faulty we will replace or refund once we have investigated the issue and seen proof of damage/fault - this could be in the in the form of photos or in some cases, sending the item back to us.
If an item is required to be sent back to us, we will reimburse your cost in getting the product posted to us upon receipt of the order.
If you are unhappy with a product or your order for any reason we welcome you to email us to discuss. We are always happy to work with you to reach an agreeable outcome, however we are only obliged to refund or exchange if your order is faulty or incorrect.