FAQs

Ordering is easy. Choose your product, add your personalisation and check the instant preview before placing your order.

Your order is then personalised in-house at our West Gosford, NSW facility. Once it’s ready and on the way, we’ll send you a dispatch email with tracking details. Most personalised orders are made and dispatched within 1-3 business days.

Your order follows four simple steps: 

🛒 Order Placed → ✅ Artwork Approval → 🏭 Production (1-3 Business Days) → 📦 Dispatch

Most personalised orders are made and dispatched within 1-3 business days after artwork approval.

Choose from our range of artwork designs, then add your names, dates, messages or other personalisation. You’ll see an instant preview online, making it easy to see how your finished design will look.

Want something different? Select Custom Design and one of our in-house graphic designers will create your artwork for you. You’ll receive an artwork proof within 24 hours to review and approve before we make your order.

Do you offer free personalisation?

Yes. Personalisation is free across our standard design options, and simple custom designs are also included at no additional charge.

If your request involves more complex design work, such as creating a new logo or detailed artwork from scratch, an additional design fee may apply. Our team will always let you know before any design fees are charged.

Absolutely. If you would like to change one of our existing designs, combine elements from different designs or have something a little different in mind, we’re happy to help.

Simply select Custom Design when ordering and add your artwork instructions in the text box provided on the product page. You can also email our Customer Service team with your requirements.

Yes. You can supply your own logo, artwork, drawing or design. Upload it where available or email it to our Customer Service team after ordering. Our designers will prepare an artwork proof for you to review and approve. Your order will only move into production once you’re completely happy with the design and have given your approval.

In many cases, yes. This is perfect for wedding favours, bridal party gifts, staff gifts and other group orders. Personalisation options vary by product, so contact our Customer Service team if you need help placing a multiple-name order.

Yes, depending on the product. If you require different names, messages or designs across your order, contact our Customer Service team and we can advise you on the easiest way to order.

Please check all names, dates and messages carefully before completing your order online. If you’ve selected Custom Design, please check all details when reviewing and approving your artwork proof.

If you notice a mistake before production begins, contact our Customer Service team as soon as possible and we’ll do our best to make the change.

If production hasn’t started, please contact our Customer Service team as soon as possible. We’ll do our best to accommodate changes. Once your personalised item has entered production, changes may no longer be possible.

Personalised orders can be cancelled free of charge up until production has commenced. Once production has started, we’re unable to offer a refund because your item has been custom-made specifically for you.

Minimum quantities vary by product. Many of our personalised gifts can be ordered individually, while some products may have a minimum quantity. Check the individual product page or contact our Customer Service team for larger orders.

Yes. For many products, we can provide a personalised sample so you can see the quality and finish before placing a larger order. Sample pricing starts from $15 including postage. Contact our Customer Service team for availability and pricing.

All personalisation is completed in-house at our production facility in West Gosford, NSW. Our team uses professional laser engraving, embroidery and printing equipment to create your personalised order locally.

Yes. You’re welcome to visit our showroom at 1 Comserv Close, West Gosford NSW 2250. It’s open Monday-Thursday, 8:30am–5:00pm and Friday, 8:30am–4:00pm.

Most products feature an instant live preview, so you can see your personalisation before placing your order. If you select Custom Design, one of our graphic designers will prepare an artwork proof and send it to you via email and SMS for approval. Your order will only move into production once you’ve approved your artwork.

If you’ve selected Custom Design, your artwork proof will be prepared and sent to you within 1 business day of placing your order. You can then approve your design or request any changes.

Absolutely. Review your proof carefully and let us know if you would like any changes. Our graphic designers will update your artwork based on your feedback and send a revised proof back to you for approval.

Unlimited. We want you to be happy with your design, so you can request as many artwork changes as needed before approving it for production.

Most products include an instant live preview, so you can see how your personalisation will look before placing your order. If you select Custom Design, you will receive an artwork proof to review and approve before we make your product.

Your preview or artwork proof shows the layout and design of your personalisation. As you're viewing a digital representation, the finished colour, texture and appearance can vary slightly depending on the material, engraving or printing process and your screen.

Please check names, spelling, dates and other details carefully before approving your artwork. Once approved, your order moves straight into production, so we may not be able to make changes. If you spot an error after approval, contact our Customer Service team immediately and we’ll check whether production has started.

For the best results, we recommend supplying your logo or custom artwork as a vector file such as SVG, EPS or AI. We can also accept JPG, PNG and PDF files. If you’re unsure whether your artwork is suitable, simply send it to our Customer Service team and our graphic designers will check it for you.

Most engraved, embroidered and printed products are made and dispatched within 1-3 business days, while stock products are generally dispatched the next business day. Check the individual product page for the most accurate production timeframe.

Check the production timeframe listed on the product page, then allow additional time for delivery to your location. During peak seasonal occasions such as Christmas, Mother’s Day and Father’s Day, production and delivery networks can be busier than usual, so we recommend ordering early.

If you’re working to a specific date or event, contact our Customer Service team and we’ll be happy to help with the best production and delivery options.

If you have an important deadline, contact our Customer Service team before ordering. We can help you choose the best production and delivery options for your timeframe. Delivery dates ultimately depend on the carrier, so we recommend allowing some extra time where possible.

Most of our products offer Rush Production, which moves your order to the front of our production queue and includes Express Delivery. Simply select Rush Production on the product page when placing your order. If you have a specific deadline, contact our Customer Service team before ordering and we’ll be happy to help.

Rush Production moves your order to the front of our production queue and includes Express Delivery. We aim to make and dispatch Rush orders within 1 business day, provided any required artwork is approved promptly.

Yes. Rush Production includes an upgrade to Express Post. Please remember that Rush Production speeds up production and dispatch, but it doesn’t guarantee a specific delivery date once the parcel is with the carrier.

For orders requiring artwork approval, production begins once your artwork has been approved. Most personalised orders are then made and dispatched within the timeframe shown on the individual product page.

Your order won’t move into production until your artwork has been approved, so delays in approval may delay your dispatch date. If you’re working to a deadline, we recommend approving your artwork proof as soon as possible.

We offer FREE standard delivery within Australia and New Zealand on orders over $100. Shipping costs for orders under $100, Express Post and international deliveries are calculated at checkout.

Delivery times depend on your location and chosen shipping method. Your production time is separate from your delivery time, so remember to allow time for both. International delivery estimates are approximately 5-10 business days for Standard and 3-6 business days for Express.

We’ll send you a shipping confirmation email as soon as your order has been dispatched.

Yes. Your shipping confirmation email will contain your tracking details so you can follow your parcel once it leaves us.

Once your order has been dispatched, we’ll send you an email with tracking details so you can follow its journey. Remember that production time and delivery time are separate. Most personalised products are made and dispatched within 1-3 business days, then your selected delivery timeframe begins.

If your tracking hasn’t updated or your order is taking longer than expected, contact our Customer Service team and we’ll be happy to help.

Yes. Express delivery options are available and can be selected at checkout where applicable.

Express Delivery speeds up the delivery of your order after it has been made and dispatched. It does not reduce the production time shown on the product page.

If your order has already been dispatched and is taking longer than expected, check your tracking or contact our Customer Service team for help.

Yes. We ship to more than 30 countries worldwide. International delivery times vary depending on destination, customs processing and local postal networks.

Yes. We can deliver to residential addresses, business addresses, PO Boxes and Parcel Lockers.

Yes. You can collect your order from our West Gosford showroom. We’ll notify you when your order is ready for collection.

Pickup is available from our showroom at 1 Comserv Close, West Gosford NSW 2250.

This will depend on the carrier and delivery service used. Check your tracking information for the latest delivery updates and instructions for your parcel.

Once your parcel has been dispatched, delivery timeframes are managed by the carrier. Check your tracking first and, if your parcel appears significantly delayed, contact our Customer Service team and we can help you investigate.

If your order arrives damaged and you selected an insured shipping method, please contact our Customer Service team within two weeks of delivery. Send us a photo of the damaged item and we’ll organise a replacement as quickly as possible.

Please contact our Customer Service team if your tracking indicates your parcel may be lost. We’ll help investigate the delivery with the carrier and advise you on the next steps.

Insured shipping protects your order against damage during transit. If your parcel arrives damaged, contact our Customer Service team within two weeks of delivery with a photo of the damaged item and we’ll organise a replacement as quickly as possible.

We carefully package every personalised order to help keep it protected during delivery. Glassware is individually packed in protective bubble bags to help prevent damage in transit.

If your product includes a gift box, it will arrive presented in the box as shown on the product page. You can also add Gift Wrapping to selected products for an extra special finishing touch.

Yes. Gift wrapping is available on selected products, making it easy to have your personalised gift arrive ready to give. Your gift will be beautifully wrapped in kraft paper, finished with ribbon and accompanied by a personalised gift card with your special message.

Gift wrapping is available on most suitable products. Some larger or unusually shaped products cannot be gift wrapped because the wrapping may be damaged during packing or transit.

Yes. When you select Gift Wrapping, a personalised gift card is included. Simply add your special message when ordering and we’ll include it with your beautifully wrapped gift.

Absolutely. Simply enter the recipient’s address as the delivery address when placing your order.

We don't include an invoice or pricing paperwork inside parcels, making it easy to send your order directly to the recipient as a gift.

Yes. If you’re organising gifts for a group, staff, clients or an event, contact our Customer Service team and we can help make the ordering process easier.

For larger multi-address orders, contact our Customer Service team before ordering. We can discuss your requirements and the best way to organise your deliveries.

Wood is a natural material, so variations in grain, colour, knots and markings are completely normal and make every piece unique. These natural characteristics are not considered faults or damage.

The engraving may also vary slightly in colour and appearance depending on the grain and natural characteristics of the wood.

The finished appearance of engraving, printing and embroidery can vary slightly depending on the material and personalisation method used.

If you’re concerned about the personalisation on your product, contact our Customer Service team with your order number and a clear photo. We’ll review it and be happy to help.

We include product dimensions and specifications on each product page to help you understand the size before ordering. Product photos may not always represent the exact scale of an item.

If you believe the product you received is different from the dimensions or specifications listed online, contact our Customer Service team and we’ll be happy to check it for you.

We do our best to represent our products as accurately as possible. However, colours and finishes may appear slightly different depending on your screen, lighting and the natural characteristics of the material.

If you’re concerned about the product you’ve received, please contact our Customer Service team with your order number and a photo and we’ll be happy to help.

In some cases, yes. If you need a replacement part or component, such as a lid, straw or other accessory, contact our Customer Service team with your order number and details of what you need. Replacement parts are subject to product and stock availability, but we’ll always do our best to help.

We recommend ordering as early as you're comfortable, particularly for larger quantities. Most personalised products have fast production times, but ordering ahead gives you extra time for artwork approval, production and delivery before the big day.

Yes. Samples are available for many products, with personalised samples starting from $15 including postage. Contact our Customer Service team with the product you’re considering and we’ll confirm availability.

Minimum quantities vary by product. Check the individual product page for details or contact our Customer Service team if you're planning a larger wedding order.

Yes. Bulk pricing may be available depending on the product and quantity required. Contact our Customer Service team with your estimated numbers and we’ll be happy to provide a personalised quote.

Many of our wedding favours can be individually personalised with each guest’s name, making them perfect for doubling as place settings and keepsakes. Check the personalisation options on the product page, or contact our Customer Service team if you’re unsure.

For products offering individual guest personalisation, you can upload your guest list when placing your order online. Simply follow the instructions on the product page, or contact our Customer Service team if you need help with a larger order.

Absolutely. Our graphic designers can customise artwork to complement your wedding style, stationery or theme.

Yes. Send us your wedding logo, monogram or artwork and our graphic designers will prepare it for production. We’ll send you an artwork proof to review and approve before your order moves into production.

Yes. There’s no need to leave your personalised wedding items until the last minute. If your wedding is still some time away, contact our Customer Service team if you need advice about when to place your order.

Yes, absolutely. If you need a few extra items as your guest list changes, simply place another order online or contact our Customer Service team and we’ll be happy to help.

Contact our Customer Service team as soon as possible. If production hasn't started, we’ll see what changes can be made. If your original order is already in production or completed, we can advise you about ordering additional items.

Yes. We offer a wide range of personalised and branded gifts for staff, clients, events, promotions and corporate gifting.

Yes. We can engrave, print or embroider your company logo or branding across a wide range of products, including glassware, drinkware, cheese boards, golf gifts and more.

Absolutely. Our graphic designers can create custom artwork incorporating your logo, branding or campaign requirements.

For the best results, we recommend supplying your logo as a vector file such as SVG, EPS or AI. We can also accept JPG, PNG and PDF files. If you’re unsure, contact our Customer Service team and we’ll be happy to check your artwork for you.

Minimum quantities vary depending on the product. Many of our corporate gifts can be ordered individually or in larger quantities. Check the product page or contact our Customer Service team if you’re unsure.

Bulk pricing may be available depending on the product and quantity. Contact our Customer Service team for a personalised quote.

Yes, on many products. This is a great way to make staff and client gifts more personal while still incorporating your company branding.

For larger personalised orders, our team can work with a supplied list of names. Contact our Customer Service team and we’ll explain the easiest way to provide your data.

Contact our Customer Service team with your recipient list and delivery requirements and we can discuss the best solution for your order.

Yes. We can help with direct-to-recipient gifting. For larger orders or multiple addresses, contact our Customer Service team to discuss your requirements.

Yes, we can include a personalised gift card with your special message. We also offer a Gift Wrapping service on selected products, so your corporate gifts can arrive beautifully wrapped and ready to give.

Yes. We offer corporate gifting and hamper options and can discuss personalisation and branding to suit your business.

Absolutely. Tell us your quantity, budget, recipient and occasion and our Customer Service team can help you find suitable personalised gifts.

Yes. Samples are available for many products. Contact our Customer Service team with the product you're considering and we'll confirm sample availability and pricing.

Yes. Contact our Customer Service team with the products, quantities, personalisation and delivery requirements and we can prepare a quote for you.

Yes. We can provide an invoice for your corporate order. Contact our Customer Service team with your order requirements and we’ll be happy to assist.

Because personalised products are custom-made to your specifications, we can't offer refunds or exchanges for change of mind once production has commenced. This doesn’t affect your rights under Australian Consumer Law.

While it doesn’t happen often, mistakes can happen. If you receive the wrong product, please contact our Customer Service team as soon as possible with your order details and a photo of what you received. We’ll fix your order and send out the correct product as quickly as possible.

If we’ve made a mistake with your personalisation, please contact our Customer Service team as soon as possible with a photo of the product. We’ll review the issue and organise a replacement as quickly as possible.

Please contact our Customer Service team as soon as possible with your order number and photos of the damage. If your order was sent using an insured shipping method, we’ll organise a replacement as quickly as possible. Transit damage claims must be reported within two weeks of delivery.

Contact our Customer Service team with your order number and let us know what's missing. We’ll check your order and help resolve it as quickly as possible.

Contact our Customer Service team as soon as possible. Personalised orders can be cancelled free of charge before production begins. Once production has commenced, changes or cancellations may no longer be possible.

Contact our Customer Service team as soon as possible. If your order hasn't been dispatched, we’ll do our best to update the delivery address. Once the parcel has left us, changes may depend on the carrier and can't always be guaranteed.

We accept Visa, Mastercard, PayPal, Afterpay, Klarna and Direct Deposit for Australian customers. All payments are processed securely.

Yes. Afterpay and Klarna allow eligible customers to split their purchase into instalments while receiving their order without waiting until the final instalment is paid.

Payment is taken when you place your order. If you choose Afterpay or Klarna, your payments will be processed according to the payment schedule provided by that service.

Prices are displayed and charged in the local currency of the store you’re shopping on:

• Australia: AUD
• New Zealand: NZD
• United States: USD

Make sure you’re shopping on the correct regional store before placing your order.

Yes. All prices displayed on our Australian website include GST, so there are no additional GST charges added at checkout.

International orders are sold exclusive of Australian GST and may be subject to customs duties, taxes or import fees charged by the destination country. These charges are the responsibility of the recipient.

Our eGift Cards are delivered by email and can be redeemed online by entering the gift card code at checkout.

Our eGift Cards are valid for 3 years from the date of purchase, giving you plenty of time to find the perfect personalised gift.

Our eGift Cards are a form of payment rather than a discount. Whether a promotional code can also be used will depend on the terms and conditions of that particular promotion.

You can use your eGift card towards the purchase and pay the remaining balance using another available payment method.