FAQ

Account

How do gift cards work?

E-gift cards are emailed to the recipient and can be redeemed in the shopping cart by entering the gift card code.

What happens after I purchase?

Your order will go through several steps to ensure you receive the best possible product:

  • After you have placed your order you will receive an automatically generated email confirming your order.
  • One of our graphic designers will then see the info you have specified on your order and prepare some artwork for your review
  • You will then have a chance to review your order and approve or request amendments (amendments are unlimited).
  • Once you have approved your artwork it will be sent to our production team.
  • Once production has been completed you will be emailed a notification that your order has been dispatched and you will be provided with your tracking number.

Do you offer Samples?

We work hard to provide detailed product descriptions and professionally prepared product images, but sometimes there is nothing better than being able to hold the product. For most of our products we are able to provide a personalised sample at a cost of $15 including postage in Australia (+ postage elsewhere). This price includes all artwork and production work. If you would like to organise a sample please Contact Us.

Do you have a showroom where I can view your products?

We sure do. You are welcome to visit our showroom in West Gosford between 8:30-5pm Mon-Fri, no appointment necessary. Personalised Favours also attends several Wedding Expos each year. You can see our list of upcoming expos here.

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COVID

What is your COVID-Safe policy and measures?

Personalised Favours has taken additional steps to ensure the safety of it’s staff and customers. Our showroom is currently open to the public, however if anyone has experienced any cold and flu like symptoms to please not enter the premises. Hand sanitiser is available upon entry to our showroom for our visitors along with hygiene stations for our office and production staff.

Are you still shipping worldwide?

We are shipping to most countries, however there are some countries that we are not shipping to. You can select from available countries to deliver to upon checkout.

I’m planning my wedding. How flexible are you in meeting production and delivery time frames and with custom art work?

Personalised Favours understands the impact and stress the pandemic has had on our couples who have had to postpone or cancel their weddings. Our team are very accommodating and we realise that no situation is the same. If you require your order urgently, please call us and we will see what we can do. We do offer rush production and express post options to expedite your order. We are also very flexible with art work and designs, should you wish to customise a product completely.

Shipping

Do you ship internationally?

Personalised Favours is very proud to be able to ship to over 30 countries worldwide. We offer both a standard and an express service. Our standard service averages delivery times between 5-12 business days and our express service averages 3-8 business days. A complete list of countries we deliver to and estimated delivery times can be found here.

For international purchases no taxes will be charged. 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.

How much does Delivery Cost?

Personalised Favours is very proud to offer FREE delivery within Australia and New Zealand on all orders greater than AU$100. Orders less than $100 incur a flat rate shipping cost of $14.95 (New Zealand). All orders are sent by registered NZ Post from our Sydney factory, with tracking included. Express post is available with estimates available in your shopping cart.

How long will it take for my order to be made?

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, but more accurate production times can be found on the individual product page:

  • Stock Orders: Dispatched next business day
  • Engraved Products: 5-10 working days
  • Printed Products: 10-15 working days

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.

What happens if my item is damaged in transit?

We send out over a thousand products a week, much of which is glass. Given this we have perfected our packaging procedure and as a result have very minimal breakages. If your order is broken in transit, and you used a shipping method that included insurance, simply send us a photo of the broken product and we will organise a replacement. Please note you have six weeks from the date your order is received to contact us regarding any damage in transit, after which Personalised Favours is no longer responsible for any damage.

Can I pick up my order?

You are more than welcome to collect your order from our offices in West Gosford. Please let us know that you intend to pick up and we will contact you when your order is ready to be collected.

Can we ship to PO Boxes?

Absolutely we can. We can also ship to parcel lockers :)

How does Rush Production Work?

For an additional charge you are able to purchase rush production, this will move you to the the top of the queue. For items where Rush Production is available we will attempt to have your order dispatched within 1 business day and will also send your parcel via express.

Rush production turn around times assume that artwork is approved within 1 business day of the order being received. Any delay in approving of artwork will result in a delay of the order being sent.

Please also note that delivery estimates, are only estimates and are impacted by several factors that are out of our control and therefore should not be treated as a guarantee. Our current on time delivery rate is 98.87%.

What is the Difference Between Insured and Uninsured Shipping?

We are very proud to offer subsidised shipping insurance to give you peace of mind that you will receive the product you have purchased in an undamaged condition. Damages are extremely rare, but they can happen. If you select an insured shipping method and your order arrives damaged, simply email our friendly team a photo of the damaged item and we will send a replacement out to you at our expense. Please note you have six weeks from the date your order is received to contact us regarding any damage in transit, after which Personalised Favours is no longer responsible for any damage.

Payment

What Payment Methods are Available?

We accept the following methods of payment: 
Visa and MasterCard – Via our secure online checkout
Direct Deposit – Details are provided at checkout, please use your first initial and last name as the reference
PayPal – PayPal is available and can be used even if you don’t have a PayPal account.
AfterPay – Pay for your order over 4 instalments and have it delivered now!

Please note that payment via direct deposit is only available for Australian Customers.

Will I be charged Taxes?

GST is included within our prices for all Australian residents. I.e. the price you see is the price you pay.

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.

What is Afterpay and how does it work?

Think Laybuy but online and you get your purchase instantly. Afterpay allows you to pay off your purchase over 4 equal instalments 2 weeks apart. You can have now and pay later! Additional information can be found here

Artwork

Can I make changes to your artwork options?

You certainly can. We create all our artwork in-house so we are completely flexible with all our artwork options. If you like an aspect of one artwork option and want it combined with a different artwork option we are more than happy to do that for you. All artwork is free of charge. Simply include the request with your other details when you add the item to your cart and our graphic designer will see it when they are preparing your artwork.

I have my own artwork, can I use that instead?

You certainly can. Simply send through your design to info@personalisedfavours.com.au and we will use it when your artwork is prepared for review. All artwork is free of charge.

Will I be sent artwork to approve before my order is sent to production?

You certainly will. A professionally prepared artproof is prepared for every personalised order. This will be emailed and sent via SMS to you for you to review and either approve or request amendments. You are able to request unlimited amendments until you are 100% happy with the artwork.