FAQ

Because all of our products are personalised and made just for you, we’re unable to accept returns or exchanges for change of mind, ordering mistakes, or incorrect personalisation details. Please double-check everything carefully before checkout.

Each order is custom-made with your unique details, whether it’s engraved, monogrammed, or otherwise personalised. These items can’t be resold, which is why we’re unable to accept returns or exchanges unless the product is faulty or damaged.

Orders can’t be cancelled once production has started. If you need to cancel, please contact us within 1 hour of placing your order. If production hasn’t begun, we may be able to issue a full refund.

Of course! If you have any questions or need reassurance before ordering, we’re more than happy to help. Simply reach out to us and we’ll get back to you promptly.

We are happy to discuss your order with you over phone or email and guide you through the options. Once you are ready, your order will still need to be processed through our website. This ensures every detail is captured exactly as specified and your payment is handled securely.

For corporate or bulk gifting, we can prepare a tailored quote based on your needs. After confirming the details with you, we will direct you to complete the order online so that everything is recorded accurately and processed with care.

We aim to respond to all customer enquiries the same day during business hours, so you’ll never be left waiting long for a reply.

If something isn’t right, please contact us within 5 business days of delivery. Send us your order number along with clear photos of the product and packaging.

Once we’ve reviewed the issue, we’ll arrange one of the following:

• A replacement
• A store credit toward a future purchase
• A refund
  

We’ll also cover return shipping if it’s required.

If your return is approved, we’ll email you detailed return instructions. Please wait for this email before sending anything back.

When returning higher value items, we recommend using tracked shipping to ensure your parcel is secure and to avoid delays in processing.

Once your return has been received and inspected, approved refunds are processed back to your original payment method within 10 business days. You’ll also get an email confirmation once the refund is on its way.

We’re committed to happy & satisfied customers. If something doesn’t feel right, please reach out within the specified timeframes and we’ll work with you to find a suitable resolution.

At this time, we only ship within Australia. We will announce any updates if international shipping becomes available.

We do our best to ensure every order arrives as scheduled. If your delivery is delayed, please contact us with your order number and we will investigate promptly. While courier delivery times are outside our control, we will work with you to find a suitable resolution.

Most personalised orders are ready for dispatch within 5 to 7 business days. You will receive a shipping confirmation email with tracking once your order is on its way.

At present we do not offer local pickup. All orders are carefully packed and shipped from our studio so they arrive safely and beautifully presented.