I made a mistake on my order, what can I do?
Yikes - that’s a shame. We’ve included prompts on all the product pages and confirmation pages asking that you double check the spelling/style/fonts/colours of your personalisation before finalising the checkout. We understand that mistakes sometimes happen though :(
If you notice you’ve made a mistake on your order, please contact us as soon as possible on (03) 9070 8156. Have your order number handy, and the details of what went wrong. Calling is best, because it gives us a better chance of catching your order before it’s gone through to production.
Because of the influx of orders we process every day, unfortunately we can’t make changes to personalisation once your order has been made. If your order has already been created, you can pay a re-make fee to get the product made again with the correction.* Just so you're aware too, this may mean that your order will take a little longer to arrive to you because we'll have to put your order into production again.
Please note, our Personalised Products and Custom Designs are made-to-order according to your specifications, so changes and requests for returns or refunds where you've made a personalisation error or simply changed your mind just aren't possible. We understand that these things happen, and where we can we'll try to help out with an affordable solution for you.
*This excludes any product from our jewellery collection.