FAQ & Shipping Information
DELIVERY & PICK UP
- Standard Australia-wide shipping just $10
- Free standard shipping on orders over $75.
- -excludes oversized, express and international orders.
- Delivery time: 1-5 business days (within Australia Post network)
- All orders are shipped from Menai, NSW Australia
- Our office and couriers observe all NSW public holidays
Pickup by appointment from our studio at 778 Old Illawarra Rd, Menai NSW 2234. Pickup appointment requests to: janeen@namesbydesign.com.au
- Mon-Fri (9am- 5pm)
- Pickups not available Saturday or Sunday
Please note for pickup orders: Most of our items are fragile and need to be handled with care. We will not be held responsible for damage to items once they leave our premises.
We do not currently ship outside of Australia.
TURN AROUND TIME
If you require your order urgently please contact us prior to ordering.If you require your order by a specific date, please let us know in the comments during checkout. We will endeavor to fill all orders promptly.
Production time: 2-4 business days from approval of proof.
Production may take longer during peak periods, or if special materials need to be sourced, or if custom design is required for your order. We will keep you updated if there are any delays.
For custom designs we will send you a design proof, we will await your confirmation prior to production, so please be prompt in your reply.
Dispatch times are a guide only and do NOT include delivery time. Time frames my increase during peak seasons.
December Christmas Period
During the December Christmas period, please allow extra time for shipping. We will advertise our Christmas cutoff to ensure your order arrives in time. We cannot guarantee orders placed after the Christmas cutoff will arrive before Christmas.
RETURNS & EXCHANGES
Items are individually made and checked for quality prior to shipping. We photograph all items before carefully packaging to ensure safe transport. Damage caused during shipping needs to be reported within 24 hours of receiving your product so we can make produce replacements.
For damage in transit claims, photos must show the item in it’s original packaging and protective films (if applicable).
We do not accept refunds or returns for any custom & personalised items. Please ensure all personalised text is spelled correctly and your desired finish is correct during ordering.
Please be aware our products are fragile, so please handle with care. We cannot take responsibility for any damage caused once your product has been received.
If you are unhappy with your products in anyway, please let us know as your satisfaction and future orders are our priority.
WHOLESALE INQUIRIES
For large or wholesale orders please email: janeen@namesbydesign.com.au