FAQ's and T&C's

Please find our frequently asked questions and Term's 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 Smythesdale Victoria. Pickup is more than welcome by appointment only.

Where is Smythesdale?

Smythesdale is small town located just outside of Ballarat. Postcode is 3351 to assist in searching the location.

How long is delivery? Where is my order?

Item's we post within Australia come with tracking, We will update your order with the tracking details once your order has been posted. Once your order leaves our hands and is in the hands of the postage provider we have no control over the handling time of your order and we encourage you to please contact the shipping provider for an update.

Do the wall hanging products have hanging fittings?

No. Unfortunately due to the range of surfaces items will be hung on we do not provide fittings and it is up to you to choose the right fittings to suit your application. We do recommend command 3m products for their quality however please read the fitting product instructions to see if they are suitable for your intended purpose.

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. Wood items in particular may vary in texture as no two pieces of wood are identical in shade or texture. Items ordered together are in most instances produced from the same base material meaning your items will be more closely matched in shade. A prime example is our bamboo name plaques if ordered together and produced from the same sheet they will have the highest chance of matching shades however if one if purchased at a later date there maybe a slight difference in the texture or shade of the bamboo boards.

Do you make custom products not shown on your website?

Yes we specialise in and love making custom orders. Please contact us to inquire about an item you are after :)

Do you send design proofs before you make my item?

Unless you are purchasing a custom made item not displayed on our website or unless stated on the listing otherwise we unfortunately will not send a proof of your order as this dramatically slows down the time to produce your item.

We are more than happy to show you a preview of the font with your chosen name or wording for your selected item please just ask :)

I have made a mistake when I ordered can you help me?

Changes to your order can only be made if you contact us to ask if your item has been produced or not. If your item is posted we are unable to make alterations. Most items produced are permanent in nature and once made can not be changed. Please contact ASAP if you find you have made a mistake to see if we are able to make changes to your order if production of your order has already started and we are able to make changes a fee may apply and will be quoted based on the changes required. We are very accommodating and understand mistakes happen and if we can help we will :)

On personalised items please double check requests for spelling mistakes as your wording request will be copied and pasted into your design exactly as requested.

I don't like the font my item has come in, what can I do?

We use the font as displayed on the item when purchased. If you receive your item and you do not like the font this is considered a change of mind and we will do everything we can to assist you with your change of mind however we will not be liable for any cost associated with this. Every effort and care is made when selecting fonts for our items and the way some letters display with chosen fonts can vary.

Can I cancel my order once I have paid?

Please contact us ASAP if you decide to cancel your order. Due to the nature of personalised items and fast designing and order processing unfortunately all orders once paid for are final however please contact us if you wish to cancel your order or to check the status of your order and if we can, we will be more than happy to cancel your order.

You’ve received your personalised order, but there’s a mistake?

Firstly we deeply apologise for any errors made by us and understand how frustrating this may be to find your item is not as requested and we can assure you it upsets us also :( We are human and mistakes can happen so if you happen to receive an item that isn't what you asked for please contact us asap and we will go above and beyond to make this right and provide a positive experience. Thank you in advance for your understanding and again deepest apologies.

What happens if my parcel is returned to sender?

Please check address is correct during checkout if we receive an item that has been returned to us we are more than happy to resend however this may incur a cost to resend your item and in some instances if couriered we have to pay a fee to have your item delivered back to us first. We will forward any costs associated due to an incorrect address to you and thank you for your understanding.

My item has arrived damaged?

This is extremely frustrating for both of us. We take the upmost care in packing our items to ensure they arrive in the condition they are sent and we do pack shipped items with protection in mind as we know they may not be handled with care, however all the effort we take in packing your item may not be enough to prevent damage due to mishandling. We can not be held responsible for damage to your item being posted and we ask that you please contact us within 24hrs of receiving so we can process a claim with the postal company. If you report an item damaged after 24hrs we will do what ever we can to process an insurance claim however this maybe unsuccessful.

Your question or issue is not listed here?

Please contact us with any questions or issues you may have. We endeavour to make sure your experience shopping with us is a positive one and greatly appreciate your business and support :)