Frequently Asked Questions
Frequently Asked Questions
Got a question? You're probably not the only one. Here are the answers to the things people ask us most often. If you can't find what you're looking for, send us a message — we're always happy to help.
Ordering & Customisation
Can I customise my order?
Yes — almost everything in our store can be personalised. Colours, names, occasions, themes — just leave your preferences in the notes field at checkout, or message us before ordering and we'll talk through the options.
Can I request something completely custom that's not in your store?
Absolutely. We love a custom brief. Get in touch with your idea and we'll let you know if we can make it happen and give you a quote.
How do I tell you my customisation preferences?
Use the order notes field at checkout to share your colour preferences, names, occasions, or any special requests. If we need more information before we start, we'll reach out to you directly.
Can I see a preview before my order is made?
For complex custom orders, we're happy to share a photo before we finalise. Just mention this in your order notes and we'll arrange it.
Turnaround & Shipping
How long does it take to make my order?
Most orders are made within 3–5 business days. For larger or more complex custom pieces, we'll let you know if we need a little extra time. If you have a deadline, please mention it at checkout or contact us before ordering.
Do you ship Australia-wide?
Yes! We ship to all states and territories across Australia.
Do you ship internationally?
Currently we ship within Australia only. If you're based overseas, contact us and we'll see what we can arrange.
How will I know when my order has shipped?
You'll receive a shipping confirmation email with tracking details as soon as your order is on its way.
Returns & Quality
What is your returns policy?
Because every piece is made to order and personalised specifically for you, we're unable to accept returns for change of mind. However, if your item arrives damaged, faulty, or isn't what you ordered, we will always make it right. Please contact us within 7 days of receiving your order with a photo and we'll sort it out promptly.
What if I'm not happy with my order?
Your satisfaction matters to us. If something isn't right, please reach out and we'll do everything we can to resolve it.
What materials do you use?
We use only high-quality materials — premium wax for candles, silicone beads (odour-free, mould and bacteria resistant), permanent vinyl, archival papers, and quality cardstock. Every piece is inspected before it leaves our studio.
Payments & Pricing
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal and other payment options available at checkout.
Are your prices in Australian dollars?
Yes, all prices on our store are in AUD (Australian dollars).
Still have a question?
We'd love to hear from you. Send us a message and we'll get back to you as soon as possible.