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FAQ

FREQUENTLY ASKED QUESTIONS

Q. How long do orders normally take to process and ship.

A. As all of our products are personalised and made to order only, we do have various lead times for different products. Please note that the below manufacturing lead times do not include any postage times. Please find below a rough estimate on product lead times only, however in most cases the lead time is shorter than this and we ship sooner than what these dates indicate.

However, in our busiest times such as Christmas, Mother's Day and Father's Day etc, please expect full lead times as per the below:

Wooden laser cut/UV printed products: 1-2 weeks

Night Lights: 1-2 weeks

Fabric products: 2-3 weeks

Prints (framed and unframed): up to 7 working days

Downloadable prints: up to 3 working days

3D Birth Prints: 1-2 weeks

To be sure, please always refer to information provided in each product description for accurate lead time information or feel free to get in touch here.

 

Q. I ordered a custom product a few days ago with express post but have not yet received it?

A. Express shipping does not necessarily ensure your order is processed faster. This only applies to the shipping time and the normal lead time for product production in most cases, will still apply - please see above.

Should you need a rush order, please get in touch with us ASAP, as we will do our absolute best to accomodate you. Please also keep in mind that during our busier periods, rush orders are not generally processed faster due to the large volume of orders we are already processing during these times.

 

Q. Why do your custom products take this long to manufacture?

A. As our custom products are made to order and personalised with your specific details, they all have a number of processes to go through to reach completion before we even pack and send them. Each piece is individually created just for you. We also like to ensure that all products meet our high quality standards, so we don't cut corners nor compromise on our quality and final products.

 

Q. Do you provide proofs before processing orders?

A. Generally speaking, no we don't provide proofs for order that have been placed, due to the large quantity of orders we process daily. If there is something specific you’re after, please add specific details to your order when you place it, and if we have any questions we will definitely get in touch.

Should you need something specific or would really like a proof, please get in touch and we can certainly assist. Please note that this will delay the lead time of processing your order slightly as we need to take time to individually create artwork for your approval.

 

Q. Can you process rush orders?

A. If you need a product in a hurry, please get in touch as we will see what we can do to assist having your order sent in a timely manner. In some cases, we can prioritise your order. However, during the busiest times of the year such as Mother's Day, Father's Day and Christmas, we are unable to process any rush orders due to the large volume of orders we process during these times.

 

Q. How long does postage take?

A. Postage can vary depending on location and shipping method selected. Free postage (regular post) and registered post generally takes between 2-10 business days Australia wide. Sometimes a little longer if in rural areas. Express post in most cases is generally within 1-2 days however some more remote or rural area do experience a few days delivery. 

Please also refer to the current Covid-19 postage delay information here for further details.

 

Q. I ordered a product recently but I have changed my mind or need to change the personalised details.

A. Should you need to change any details with regards to your order, please get in touch with us ASAP to see if it is possible, as once your order has been processed and in production, we are unable to make any further changes to your order.

Unfortunately, as each order is personalised we cannot resell it or simply put it back into stock. If we have not yet started to process your order, it may be possible to cancel your order.

We encourage you to always double check all information and spelling entered with your order before processing through to the checkout.

 

Q. Can you create bulk or corporate orders?

A. Yes we certainly can. In fact, we have already created many corporate orders for clients and bulk orders for customers. Get in touch and let's chat to see if we can assist.

 

Q. Do you post to PO Boxes and Parcel Lockers?

A. Yes, we sure do. We can ship to PO Boxes and Parcel Lockers and of course physical addresses.

 

Q. Do you offer pick up from your location?

A. No sorry, we don't currently offer a pick up service at the moment. If you need an order quickly, we suggest you add express post at the checkout to speed up the delivery of your order.

 

Q. Where can we find product care information for the products we have purchased?

A. In some cases, we ship out care information with your products, however you can find all relevant care information on our Product Information page here. We update this from time to time so they are relevant to our product ranges. If you have any questions, please don't hesitate to get in touch.

 

Q. My order has arrived damaged or broken. What do we do now?

A. Oh no… that is a shame. 

We carefully pack and send our items with a lot of love and care and ensure they are sent with the best possible packaging so they arrive in your hands in perfect condition. However, sometimes accidents happen or they endure a rough ride to your door. Unfortunately, once sent from here, it is completely out of our hands as to how they are handled and delivered.

Please get in touch with us within 48 hours of receiving your order with your order details and any photos of your damaged product/s so we can work out the best resolution. We are here to help. 

 

Q. There is an error on my order. What should I do now?

A. We are so sorry to hear there is an error with your order. We process each and every order and check all details against your order, however, due to the personalised nature and detail of each and every product, along with us being human, we do make errors from time to time.

In the unlikely event that your order has and error or incorrect details, please contact us as soon as you receive it, along with your order number and photos and we will be in touch as soon as we can.

 

Q. How much is shipping with Australia?

A. We proudly offer FREE shipping Australia wide each and every day of the year on all of our products, so the price you see on our website, is the only price you'll ever need to pay! There are no hidden costs!

You are also welcome to upgrade your order with tracking via regular post, registered post or express post for the additional costs shown at the checkout.

(Please note however that should you select free shipping, it is very likely that it will be shipped without a tracking number. It will also be shipped via regular post so normal postage times apply. Your order can take 2-7 working days to arrive via regular post. Sometimes a little longer is in rural areas. Should you prefer tracking with your order, you must select either registered post for a signature on delivery and normal postage times, or express post for a speedy delivery with a tracking number, but no signature on delivery). 

 

Q. How much does it cost to ship overseas?

A. As each product varies in size and weight, and each destination beyond our shores has different shipping costs, please get in touch with us via our contact page to obtain a quotation for additional international postage options. Please let us know what product/s you have in mind, and we can provide an accurate price for the extra postage. 

 

Q. Do you offer wholesale?

A. Thanks for taking interesting our product collections. However, at this stage we are not taking on any new wholesale customers.

 

Q. I have another question...

A. Do you have any further questions? Please feel free to get in touch as we would be more than happy to assist!

The Colour and Spice team. x