FAQ
HELP CENTRE
Got a question? You'll probably find the answer below. If not, we're just a message away.
Ordering & Customisation
How do I place a custom order?
Browse our shop and add your item to cart. Include your personalisation details in the notes field. Please check your spelling carefully before you order, as we engrave exactly what you submit.
Can I change my design after ordering?
Contact us as soon as possible. If we have not started cutting your order yet, we can usually make the change. Once production begins we cannot make changes.
Do you offer custom designs I don't see in the shop?
Absolutely. Contact us with your idea and we'll quote you.
What materials do you use?
We work with premium cast acrylic in a huge range of colours (gloss, matte and mirrored finishes) plus sustainable timber. Check our colour chart to see the full range.
How accurate is the personalisation?
Every piece is laser-cut to 0.1mm tolerance, then hand-finished and quality checked before it leaves our Sydney studio.
Shipping & Delivery
How long does processing take?
Standard orders are made and dispatched within 5-10 business days. Processing time is separate from shipping time. Rush processing is available, contact us before ordering to confirm.
How long does shipping take?
Once dispatched, standard shipping is 5-10 business days and express is 2-4 business days. Add this to the processing time above to estimate when your order will arrive.
I need it by a certain date. Can you help?
Message us with your deadline before you order and we'll tell you honestly whether we can make it.
Do you ship internationally?
Yes, we ship worldwide with tracking. International delivery is typically 10-21 business days after dispatch. Shipping rates are calculated at checkout.
Can I track my order?
All orders are sent with tracking. You'll receive a tracking number via email once your order is dispatched.
Can I pick up my order?
We offer local pick up from Harrington Park (weekdays only, scheduled at least 48 hours in advance). Please contact us before placing your order if you'd like to pick up.
Returns & Refunds
What is your return policy?
Personalised items are final sale. Because every piece is cut to your specifications, we cannot accept returns, exchanges or change of mind refunds once your order is placed. Please check your spelling carefully before ordering, as we engrave exactly what you submit, including typos.
What if my item arrives damaged?
Contact us within 5 days of receiving your order with photos of the damage. We'll replace the item at no extra cost.
Trade & Bulk Orders
Can I order in bulk?
Yes. Ordering 20 or more of our engraved mirrored keychains? Send a bulk order request and we will quote you with 15% off. The discount is applied to your quote, not at checkout. For pricing across the rest of the range, apply for a trade account.
Do you offer club pricing?
We offer exclusive pricing for verified sporting clubs, schools and associations ordering 20+ units. Learn more about club packages.
Do you do corporate/business orders?
Absolutely, from branded signage to staff name badges and client gifts. Submit a business enquiry for a free quote.
Product Care
How do I care for my car diffuser?
A care card is included with every diffuser. Always replace the safety cap after refreshing. Keep the lid tight to avoid leakages. If temperatures exceed 30 degrees, remove the diffuser and store in a cool, sealed area.
How do I care for my soy wax candle?
Ensure the first burn is at least 2 hours to prevent tunnelling. After each burn, trim the wick to remove black soot. Full safety instructions are on the warning label under the candle.
Still have questions? Ask us directly, we reply within one business day.