Frequently Asked Questions

Personalisation

How does personalisation work?

It's simple! When you add a personalised item to your cart, you'll see a text field where you can enter your custom details — such as a name, date or letters. Just fill it in and we'll take care of the rest. 🎁

What details do I need to provide?

This depends on the product, but generally you'll need to provide:

  • Name or initials — for bookmarks, mugs, keychains, and charms
  • Preferred colour or style — where applicable

Each product listing will tell you exactly what information is needed. If you're unsure, feel free to get in touch before ordering.

Can I see a proof before my order is made?

For most items, we work directly from the details you provide at checkout. If you'd like to request a digital proof, please note this in the personalisation field or contact us after placing your order and we'll do our best to accommodate.

What if I make a mistake in my personalisation details?

Please double-check your details before placing your order — we begin production quickly! If you spot an error, contact us as soon as possible and we'll do our best to make it right before your item goes into production.

Production & Turnaround Times

How long does it take to make my order?

Most personalised items are made within 2–5 business days of receiving your order. During busy periods (like Christmas, Mother's Day, and Valentine's Day), please allow a little extra time.

Do you offer rush orders?

We'll always do our best! If you need something urgently, please contact us before ordering and we'll let you know if we can accommodate your timeline.

Shipping

Do you ship within Australia?

Yes! We ship Australia-wide via Australia Post. Shipping times vary by location:

  • Metro areas: 2–5 business days after dispatch
  • Regional & rural areas: 5–10 business days after dispatch

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order size. We occasionally offer free shipping promotions — keep an eye on our store for updates!

Will I receive tracking information?

Yes! Once your order has been dispatched, you'll receive an email with your tracking number so you can follow your parcel's journey. Unless you have selected the Stamp option, there is no tracking for Stamps.

Do you ship internationally?

We're currently focused on Australian orders, but please contact us if you're based overseas — we may be able to help!

Care Instructions

Do I have to hand wash my personalised ceramic mug?

To keep your mug looking its best:

  • Mugs are dishwasher safe
  • Mugs can go in the microwave
  • Image is scratch resistant so like most mugs it will just be wear and tear over time.

How do I care for my metal charms and wine glass charm rings?

  • Keep away from water, perfume, and harsh chemicals
  • Store in a dry place when not in use
  • Polish gently with a soft cloth to restore shine

How do I care for my bookmarks?

  • Keep away from moisture and direct sunlight to prevent fading
  • Store flat or in a book to avoid bending

Returns & Exchanges

Can I return or exchange a personalised item?

Because personalised items are made especially for you, we're unable to accept returns or exchanges for change of mind. However, if your item arrives damaged or there's an error on our end, we'll absolutely make it right — just contact us within 7 days of receiving your order with a photo and your order details.

What if my order arrives damaged?

We're so sorry if this happens! Please contact us within 7 days of delivery with a photo of the damage and your order number, and we'll arrange a replacement or refund as quickly as possible.

My question isn't answered here — what do I do?

We'd love to hear from you! Head to our Contact page and send us a message. We aim to respond within 1–2 business days. 💌