Questions? You're in the right place.

We've gathered the questions we're asked most often all in one place.

If you can't find what you're looking for, just get in touch. We'd much rather answer a question before you order than have you worrying afterwards.

I've placed an order. What's next?

Firstly, thank you.

The next step is the happy dance we do as a family every time a new order comes through... although you're probably not meant to know about that part.

Once the dancing is over, we'll get to work creating your order.

Whether it's a personalised keepsake, a thoughtful gift or something completely custom, we'll make it with the same care we'd want for our own family.

When your order is ready to fly over to your nest, we'll send you a tracking number so you can follow its journey every step of the way.

How long will my order take?

Because every order is a little different, here's what you can expect.

Generic orders

These are products that don't require any personalisation or custom changes.

We'll usually have these packed up and on their way within 1 to 2 business days.

Personalised orders

These are the products that become uniquely yours through names, dates or other personal touches.

As each item is made to order, please allow 3 - 5 business days before your order is ready for collection or postage.

Custom orders

Got an idea that's completely your own? We love a challenge.

Because every custom project is different, turnaround times will vary depending on the design and complexity of your request.

If you've got something special in mind, send us a message before ordering. We'll chat through your idea and give you an estimated timeframe.

Rush orders

Life gets busy. We get it.

If time has slipped away but you still want something personalised, simply add our Rush My Order upgrade to your cart.

We'll prioritise your order and have it ready for collection or postage within 1 to 2 business days.

Rush orders aren't available for wholesale orders.

Do you send a proof before making my order?

For many of our personalised products, yes.

We'll send you a proof so you can check names, dates, spelling and the overall design before we start creating your order.

Take your time having a look. Once you've approved your proof, we'll make your order exactly as shown.

Mistakes happen, so if you spot something afterwards, let us know anyway. While we can't always remake personalised items free of charge, we'll always do our best to find a fair solution.

Can I change my order after I've placed it?

Maybe... but the sooner you let us know, the better.

Because personalised products move into production quickly, changes aren't always possible.

If we haven't started making your order yet, we'll do everything we can to help.

What happens if I typed the wrong name?

If you realise before we've started production, let us know straight away.

If we've already begun making your order, we'll always see what we can do.

Mistakes happen, and while we can't promise a free replacement every time, we can promise we'll work with you to find the fairest solution possible.

Why doesn't my timber look exactly like the photos?

Because no two trees are the same.

Timber is a natural material, so every piece has its own grain, colour and little quirks.

That's one of our favourite things about working with wood. It means every keepsake is genuinely one of a kind.

Will my acrylic look exactly like the website photos?

We'll get it as close as possible.

Different screens, lighting and manufacturing batches can all make colours appear slightly different.

We always source high-quality materials, but small variations are completely normal.

Can I supply my own design?

Absolutely.

If your artwork is ready to go, we'd love to take a look.

If it needs a few tweaks to work with our laser, we'll let you know before we get started.

My image isn't very clear. Can you fix it?

Sometimes.

We can often improve small issues, but we can't magically create detail that isn't there.

If your image isn't suitable, we'll let you know before production starts and work with you to find the best option.

Do you make everything yourselves?

We do.

Every personalised item is designed, engraved, cut, assembled and carefully packed by our family right here in Australia.

There's no warehouse full of robots... just a workshop, a laser and plenty of coffee.

Can you make something completely custom?

This is where we get excited.

If you've got an idea that doesn't exist on our website yet, send us a message.

We love bringing new ideas to life and would be happy to chat about what's possible.

Do you offer wholesale pricing?

We do for selected products and approved business customers.

Get in touch and tell us a little about your business. We'll let you know what's available.

Can I send my order straight to someone as a gift?

Of course.

We'll happily send your order directly to the lucky recipient.

Just make sure you enter their delivery address during checkout.

Do you include invoices in parcels?

Nope.

We know many of our orders are gifts, so we don't include pricing information in the parcel.

Your order confirmation and receipt are sent by email instead.

What if Australia Post is running late?

As much as we'd love to fly your parcel over ourselves, once it leaves our workshop it's in the hands of the delivery carrier.

We'll send you tracking details so you can keep an eye on your parcel. If something doesn't seem right, let us know and we'll help however we can.

What happens if my order arrives damaged?

Remember that happy dance we mentioned earlier?

Well... this is the exact opposite of that.

We take great care packaging every order before it leaves our workshop, but occasionally accidents happen during delivery.

If your order arrives damaged, please contact us as soon as possible and send us a photo of the damage along with your order number.

The photos help us understand what happened, improve our packaging where needed, and get things sorted for you as quickly as possible.

Mistakes happen, and we'll always do our best to make things right.

Can I return my order if I've changed my mind?

Because most of our products are personalised just for you, we generally can't accept returns or offer refunds for change-of-mind purchases.

Unlike products sitting on a shelf, personalised items can't simply be resold to someone else.

If you've landed here because something isn't quite right, please reach out anyway. We genuinely want you to love your order, and while we can't promise every answer will be yes, we can promise we'll listen and do our best to find a fair solution.

Your rights under Australian Consumer Law are never affected by this policy.

Do you offer local pickup?

Yes.

If local pickup is available for your order, you'll be able to select it during checkout.

We'll let you know as soon as it's ready to collect.

How do I care for my keepsake?

A little care goes a long way.

Keep timber products indoors and away from prolonged moisture or direct sunlight.

Acrylic products can be cleaned with a soft cloth. Avoid harsh chemicals or abrasive cleaners to keep them looking their best.

What if I still have a question?

We'd love to hear from you.

FAQs can answer a lot, but they can't cover every situation.

Life isn’t a pelican, so it’s not always black and white.

If you're unsure about something, send us a message. We'll listen, answer honestly and do our best to help.