Frequently Asked Questions
What currency does your store use?
All of our prices are in Australian dollars. Purchases are only able to be made in Australian dollars.
What payment methods do you accept?
We currently accept credit cards, debit cards, Paypal and Afterpay.
What is Afterpay?
Afterpay is a buy now, pay later option where you can split your purchase over four interest-free fortnightly payments. There is no minimum spend and your order is processed immediately and will be delivered within our usual delivery timeframes. For more information about Afterpay, click here.
Where do you ship to?
We are an Australian company and you can order via this website for shipping to Australia and New Zealand. If you would like to have your order shipped to another country, please email firstname.lastname@example.org with your shipping address and what you would like to order so a custom shipping quote can be provided.
How much does shipping cost?
Shipping costs are based on your shipping country.
For orders being shipped to Australia, we offer free standard shipping on all orders over $99 and a flat standard shipping rate of $10 will be added to all orders under $99.
An express shipping option is also available for all Australian orders for $15 (regardless of total order amount).
For orders being shipped to New Zealand, we offer free shipping on all orders over $149 and a flat shipping rate of $15 will be added to all orders under $149.
What shipping company do you use?
Most of our Australian orders are shipped via Aramex. However, if your order is being delivered to a rural address or a PO BOX, you have chosen express shipping, it will be sent via Australia Post. Orders to New Zealand will also be sent via Australia Post.
If your order does not fit into any of these categories but for any reason, you would still prefer your order is sent via Australia Post, this can be accommodated providing you notify us immediately after placing your order and your order has not yet been dispatched. To advise of this request, please send an email to email@example.com with your order number immediately after placing your order.
All orders are dispatched from the Gold Coast, Australia.
How long will my order take to arrive?
Once you have placed your order, we commit to having all orders processed and dispatched as quickly as possible, within a maximum of 2-3 business days (including monogrammed orders).
Most standard shipping orders will arrive within 2-6 business days from dispatch, and express shipping orders will arrive within 1-2 business days however once your order has been provided to the shipping company, the shipping timeframes are unfortunately out of our control.
Once your order has been provided to the shipping company, you will receive an automated email with your tracking information. Please use this tracking information for updates on when your order will arrive.
Have a read of our monogramming page, for answers to all of your monogramming questions.
Can I send an order to someone else as a gift?
Yes! We do not include any invoices/receipts or other paperwork when our orders are shipped out, so your recipient will not know any of this information. All you need to do to send an order as a gift, is make sure you provide the receipient’s name and address as the shipping information, at checkout. If you are sending multiple gifts, you will also just need to place each gift as a separate order to ensure your gifts are sent to separate addresses.
Can I provide a personalised note to be sent to the recipient with the order?
We have collaborated with Just Smitten Cards to provide a range of luxury gold-foil design greeting card options, that can be added on to any order for $5. Choose to add a greeting card from any product page, select which card you would like and then enter a personalised message to your recipient, that will be handwritten on the inside of the card.
Can I cancel or change my order?
If your order has not yet been dispatched (and for monogrammed products, the monogramming has not yet been completed), we may be able to assist you to change or cancel your order. Please send your order details to us via email at firstname.lastname@example.org as soon as possible.
What do I do if my order has arrived damaged or with major faults or defects?
Please send an email to email@example.com as soon as possible providing photos, so we can assist you further to offer a replacement (shipped at our cost) or a refund, in accordance with Australian Consumer Law.
Can I request a refund?
We unfortunately do not offer refunds due to change of mind. If you are not happy with your order once received, we can offer you an exchange. Please contact us at firstname.lastname@example.org to discuss this in the first instance. We will then request you send the products back to us at your own cost. The product/s need to be returned in the same condition.
Please note, this excludes any monogrammed products. As monogramming is a completely personalised finish, we are unable to offer an exchange on monogrammed orders unless your product has arrived damaged or with major faults or defects, in which case, please get in touch as per the email above.
Do you sell wholesale?
Yes. We have recently started offering our product range to retailers at wholesale prices.
What does the process to become a stockist involve?
If you are interested in becoming a stockist, please email email@example.com to express your interest. We are excited about partnering with other like minded businesses. If we think you’d be a good fit, we will send you our wholesale brochure and information on how to place an order.
What are your wholesale prices?
This information is available to potential wholesale partners. As above, please express your interest and we will be in touch.