Refund policy

Returns & Refunds

Change of Mind & Personalised Orders

Due to the personalised and made-to-order nature of our products, we do not accept returns or offer refunds for change of mind.

This applies to:

  • Ready-to-Purchase items personalised with name and/or age
  • Custom / Made-to-Order items
  • Sale, clearance, or seconds items

Please ensure all order details are correct before submitting your order.


Custom Orders & Proof Approval

For custom orders, a digital proof and colour swatch will be provided for customer approval prior to production.

Once a proof has been approved:

  • production will commence
  • no refunds, changes, or cancellations will be accepted for change of mind or claims that the final product is “not as expected”

Approval confirms acceptance of the design, layout, and colours shown in the proof.


Incorrect Details Supplied

We do not offer refunds or replacements for:

  • spelling errors
  • incorrect names, ages, or details
  • information supplied incorrectly at checkout

Personalisation details are copied directly from your order into our production systems and produced exactly as provided.


Faulty or Incorrect Items

If your item arrives faulty or incorrect due to an error made by us, you may be entitled to a replacement or refund in line with Australian Consumer Law.

Any issues must be reported within 48 hours of delivery, including clear photos of the issue.


Lost or Undelivered Parcels

If an order is not received, we will work with the customer and the shipping carrier to investigate the matter.

Where an item is confirmed lost in transit:

  • a replacement may be offered as the first resolution option, where appropriate
  • refunds will be provided where required under Australian Consumer Law

Resolution timeframes may depend on carrier investigations.


Parcels Marked as Delivered

If tracking confirms an order has been delivered to the address provided at checkout, the order is considered fulfilled.

In these cases:

  • customers must lodge an enquiry or claim directly with the shipping carrier
  • we will assist with carrier investigations where required
  • replacement or refund requests will be assessed on a case-by-case basis

Orders confirmed as delivered are not automatically eligible for replacement or refund.


Shipping Insurance & Delivery Options

Optional shipping upgrades, including shipping insurance or signature-on-delivery, may be available at checkout.

  • These options are recommended for higher-value orders
  • Shipping upgrades do not limit your rights under Australian Consumer Law
  • Where additional coverage is not selected, resolution may be limited to the outcomes of the carrier investigation

Priority Processing

Priority Processing:

  • is optional and subject to availability
  • applies to production time only
  • is non-refundable once production has commenced, regardless of order outcome

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Customers are entitled to a refund, replacement, or repair where goods are faulty, not as described, or not supplied due to a fault on our part.


Policy Reference

This policy should be read in conjunction with our Shipping & Handling and Terms & Conditions pages.