FAQs
What are the pick up/delivery options?
If you are local to the Hills District/Western Sydney, you can pick up your order from one of our locations: Marsden Park, Dural, Kellyville or South Wentworthville. Some of our products (glassware, event signage, etc.) are only available for pick up.
Our delivery/shipping prices are:
- $15 local delivery is available in most Hills District suburbs for orders over $50
- Free delivery for all orders in Marsden Park/2765 postcode
- Labels/small products: $5 standard, untracked in an envelope or $10 express, tracked
- Most products: $12 standard or $16 express, free express shipping for orders $200+
- Gift boxes & bulk products: $15 standard or $20 express (this price is per gift box - a separate shipping invoice will be sent to you if ordering more than one gift box in an order; if you’re ordering gift boxes to be delivered to different addresses, please place separate orders for each)
What do I do if I need my order ASAP?
To jump the queue of orders, please click here to add our Rush Order option to your cart. This will mean that your order is ready for pick up within 3 days of ordering. Please note that this option is only available if you are picking up your order from our locations, and is not available for orders being posted. If you choose to add a rush order to a posted order, we cannot guarantee that there won’t be any shipping delays causing you to receive your order after the required date. This option is not available with any bulk orders of 30+ items, or event signage items that require individual quoting and aren’t available to order directly from our website.
How long will my order take to be made and shipped?
As most of our products are customised, and are often ordered in bulk, we aim to have all orders ready within two weeks. If you need your order ASAP, please see the above FAQ about our Rush Order option. Otherwise, if there is a particular date that is more than 3 days away from the order date that you would like your order by, please make a note of this at checkout, or use live chat before ordering to ensure we can accommodate this request. We will do our best to achieve this and will be in touch with you if there are any issues.
Once we have sent out your order, the timing of its arrival is out of our hands. We cannot take responsibility for any shipping delays or other issues that mean your order does not arrive by the date you need it by. We will be just as disappointed as you are, and do our best to work with you and with Australia Post if we know in advance that it may not arrive in time, but we will not refund any orders that do not arrive in time for your event or need.
What do I do if there is an issue with my order or if it hasn’t arrived?
Please reach out to us via our contact page or DM us on Instagram if there are any issues throughout any stage of the order process. We will work with you to get the issue sorted ASAP. For shipped or delivered items, please check your front doorstep, letterbox, or anywhere else that a parcel could have been left before contacting us to say that it was not delivered.
How do I know what size label to order?
Our custom pantry, spice jar & drink bottle labels are made to our standard sizes as noted in the product description. All other custom label orders have an option for you to choose the size (width in cm) that you require. If there is a maximum height that the labels need to be, please include these details in the text box when ordering.
Will I be able to remove my label?
Our labels can usually be removed if you chose to do so by picking at the edges until it lifts, but it will be more difficult to do so if the label has been on the item for a while. If you do remove the label, you won’t be able to reapply it as it will stretch and/or rip. We recommend using methylated spirits or eucalyptus oil to remove any sticky residue left by the label.
What is your refund policy?
Due to the nature of our customised and personalised products, we are unable to accept any refunds or exchanges unless the product is faulty. Please double check your cart before completing your purchase as we will make your order according to the exact text and information you have provided. If you realise that you have made a mistake soon after placing your order, please get in touch ASAP and we will do our best to make changes if we haven’t started making your order yet. If we have already started making your order, please understand that we cannot make any changes once an item has been personalised, and that you will need to reorder.
Can you apply my labels for me?
We would love to assist with label application, provided that you would be able to drop the items off to us and pick them back up when they are ready. Depending on the number of products that we are labeling for you, this may take up to a week for us to turn around after we create the labels. Please get in touch if you would like to do this, and we will be able to provide an application fee quote based on your needs.