Delivery & Returns
How much does delivery cost?
Personalised Favours is very proud to offer FREE delivery within Australia and New Zealand on all orders greater than $100. Orders less than $100 incur a flat rate shipping cost of $9.95 (Australia) and $14.95 (New Zealand). All orders are sent by registered Australia Post or NZ Post in New Zealand. Tracking is included with every order. We also offer express post options to both Australia and New Zealand, the cost of which can be estimated in your shopping cart.
You are able to get an estimate of the shipping expense to destinations other than Australia and New Zealand in your shopping cart.
How long does it take for my order to be dispatched?
Production time varies by the production process used and takes into account drying time for printed and painted products and the complexity of production. Estimates of production times are provided below:
- Stock Orders: Dispatched next day
- Engraved Products: 5-10 working days
- Printed Products: 10-15 working days
The above turn around times are estimates only. A more accurate estimate is available on each product page.
Please let us know if you need your order urgently and we will let you know if we can meet your deadline. In 99% of cases the answer is yes.
How does Rush Production work?
Rush production is available on a large range of our products. For an additional charge you are able to have your order rushed through our production process and dispatched via express. Rush production delivery estimates assume that artwork is approved within one business day. Please note delivery estimates are estimates only and rely on multiple factors that are out of our control and as such should in no way be treated as a guarantee.
What is the difference between insured and uninsured shipping?
We know delivery drivers can sometimes be heavy handed and accidents occasionally happen, this is why we are proud to offer shipping options that include subsidised damage insurance. If you select an insured shipping option we will replace any items damaged in transit. Simply send an email with an image of the broken item to firstname.lastname@example.org and we will gladly send out a replacement as soon as possible. Please note insurance does not cover any items arriving outside the carrier's specified delivery estimates. Please also note, you have six weeks from the date your order is received to let us know of any issue or damage, after this date Personalised Favours is no longer responsible for any damage.
How long does it take for orders to be delivered once dispatched?
All orders within Australia are sent via Registered Australia Post or Fastway which includes tracking. We are able to ship to PO Boxes.
Delivery times once your order has been dispatched depend on delivery location (i.e. East vs West Coast or Metro vs Regional). If your order is urgent please Contact Us and we will make sure it is possible to meet your deadline.
Delivery estimates provided in the shopping cart rely on multiple factors that are out of our control and as such should be treated as an estimate only and is in no way a guarantee of delivery by a certain date.
Personalised Favours is very proud to offer delivery to over 30 countries via Australia Post’s Standard and Express International services. Please find a list of countries and estimated delivery times below:
Please note delivery times are estimates only and may be impacted by delivery to regional areas and any customs delays.
If your country is not listed above please contact us to obtain a quote on the cost of delivery.
Customs Duties and Taxes
Shipments sent outside of Australia are sold exclusive of GST and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note international buyers are responsible for any customs duties, taxes, VAT, brokerage fees or tariffs levied after the initial Australian postage. These fees are separate from the cost of postage charged and vary by country.
Please check with your country’s customs office to determine what these additional costs will be prior to purchasing.
Please note: It is a legal requirement that we declare the full value of the goods on all packages sent to a location outside of Australia. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift.
Cancelling an Order
Due to the personalised nature of our products we offer free cancellations up until the point that production is commenced. Unfortunately after production has commenced we are unable to refund your order. If your order is for non-personalised products we are able to cancel your order if your items are yet to be shipped.
Returns & Exchanges
Personalised Favours has become the business it is today because of our customer service.
We work closely with you following your purchase to ensure you receive products which you will brag about to your family and friends. This starts the minute your order is received. With our graphic designers providing a professionally prepared artproof with every order and offering unlimited revisions. We make sure we don’t start the production process until you have approved your artwork.
We are unfortunately unable to provide a refund or exchange if there is a mistake on an approved artproof, so please make sure you check the spelling and details carefully, including names and dates.
We have perfected our packing process so we experience very few breakages, however in the very unlikely event that your item is damaged in transit (and you selected a shipping option that included insurance) please send through a photo of the damaged product and we will organise a replacement.
Please note as all products are personalised we are unable to offer refunds once the production process has commenced unless the mistake was an error on our part. For non-personalised products, if the item is not as described or doesn’t meet the purpose it is intended for we will gladly offer a refund or exchange,
- Please contact our customer service either via phone (+61 2 4304 3614) or via email (email@example.com)
- You can return your item to us at: Personalised Favours, 1 Comserv Close, West Gosford, NSW, 2250. Please include your name and order number with the item. We are unable to cover the cost of return shipping.
- Once we have received the item we will process the refund the next business day onto your original payment method. Please allow approx. 3 business days for the amount to show up on your card/account.
- You have 30 days from the date of purchase to initiate a return/exchange.
If you are for any reason unhappy with your purchase please email (firstname.lastname@example.org) or call us +61 2 4304 3614 and we will do our very best to resolve any issues.