Frequently Asked Questions (FAQ)
SHOP POLICIES AND DISCLAIMERS
The colour of our products as displayed may vary slightly due to lighting in the photo or calibration of the monitor display.
Please read our shop policies for further information on returns and refunds. Please also read the FAQ section before and/or after placing your order as it answers the common questions we get, especially regarding shipping and tracking.
The buyer is responsible for knowing the policies before committing to buy.
Please contact us here if you have any queries.
WHAT ARE YOUR PROCESSING AND DELIVERY TIMES?
All products come in a rigid envelope to prevent bending and damage in transit as much as possible.
All products are made to order and may take up to 1 week to create and post. Orders that are placed after 12pm on Friday will normally be shipped on Monday.
We presently only delivery to Australian addresses from Sydney.
All orders are shipped via Australia Post:
Standard Delivery - No tracking. Delivery time ~5-12 business days.
Tracked Letter - Standard delivery with tracking. Delivery time ~5-12 business days.
Auspost Priority Label - No tracking (suspended due to COVID)
Auspost Registered Post - With tracking. Receiver will need to sign. Delivery time ~5-10 business days.
Auspost Express Post - With tracking. Delivery time ~1-3 business days.
CAN I REQUEST FOR A RETURN OR EXCHANGE?
The following items can't be returned or exchanged. Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
1) Custom or personalised orders
2) Digital downloads
It's important for us that you love the products we've created for you. If you're not satisfied with your purchase, please do not hesitate to contact us and we'll be happy to offer you an exchange or even a refund within 14 days of delivery and products would need to be dispatched back within 21 days of delivery. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
In the unlikely event that your order is damaged or lost in transit, please contact us here and we'll work on a solution.
Before leaving a bad review, please contact us here so that we work out a solution for you!
WHO DESIGNS YOUR ARTWORKS AND WHERE DO YOU MAKE YOUR PRODUCTS?
Generally, we do! Everything is designed in house by our lovely designer, Fiona.
Our card stock and paper supplies are sourced from various Australian companies. The cards and stickers are usually printed and/or cut and packaged in our studio.
We occasionally get some help from different companies to see if they can achieve better results. Where we do, this will be mentioned in our product description.
ARE YOUR STICKERS REMOVABLE?
No, they are not, but are you sure you want to remove them? 😢
DO YOU DO CUSTOMISATION OR PERSONALISATION ON YOUR PRODUCTS?
At the moment, we're not able to provide too many customisations or personalisation on our products, but we do provide a limited range of personalisation / custom design services. For more information, please reach out to us here.
WHY IS THE APPEARANCE OF YOUR PRODUCTS DIFFERENT FROM THE PHOTOS?
Not all computer monitors are the same so colours may vary slightly from screen to screen. Additionally, our products are made to order, and there may be slight variations compared to what is shown in our photos.
I RECEIVED MY PRODUCT BUT THEY AREN'T CUT/PRINTED PROPERLY. WHAT DO I DO?
We try our best to check our items for quality control before sending them, but unfortunately, we sometimes missed them. We are so sorry that they made its way to you! Please message us here as soon as you detect any defects in your products and please send us a photo of the defect for our quality improvement processes.
We'll either send you a replacement ASAP or refund your purchase. Ultimately, we want you to be happy with your purchase and walk away with a smile!
HOW LONG DOES IT TAKE FOR MY PRODUCT TO ARRIVE AFTER I'VE RECEIVED THE SHIPPING NOTIFICATION?
If you're based in Australia, it should take less than 2 weeks for your order to arrive (not withstanding any natural disasters).
If 2 weeks have passed and you still haven't received your order, please contact us here ASAP and we'll work something out! For more detail on shipping, please see individual listings.
WHAT'S WITH THESE FREEBIES THAT I GOT WITH MY PACKAGE?
We often give away some of the off cuts, test prints, or bits and pieces that did not turn out the way we wanted. We think it is more sustainable and environmentally friendly than binning it. Hopefully someone out there is able to use it well :)
What you get in the freebies is usually not the same quality as the products you buy from us (e.g. paper quality or colour reproduction), so hopefully it is not a bad reflection on us!
I CAN'T FIND AN ANSWER TO MY QUERY HERE, WHAT DO I DO?
Please do not hesitate to reach out to us here. We look forward to hearing from you! 😊