FAQ’s

Still Have Questions?

We are always happy to answer all of your questions. Please drop us a note at [email protected] and we will get back to you in a jiffy !

Australia Post are experiencing delays with deliveries due to extended lockdowns and  temporary facility closures  . For more information regarding latest Australia Post updates, please check here.

We share your excitement in receiving your special package as soon as possible . Due to the nature of the work, and because each product is personalised to order, production timelines might vary depending on the nature of the job, artwork  approval and size  and complexity of the job.  We usually dispatch orders after 2-3 days of receiving but  always recommend to have at least 7 days buffer before your event.

Handling times can increase for orders placed during sales and peak periods such Mid-Year sales, Mother’s Day, Father’s Day, End of Term gifting and Christmas. Please stay tuned for updates on both our website and social media for cut off periods.

Delivery to Australia: Shipping prices will be quoted upon check out, below is for guidance

Free shipping on all orders above $99

Flat Rate Australia Wide $10.95 (Sent via courier or Australia Post. Tracking included)
Express Shipping $16.95 (Sent via courier or Australia Post. Tracking included)


You will receive a  notification email when your order leaves our workshop. This will include a tracking link  that will allow you to track the progress of the delivery.

We are always happy when customers like our products and come back for more.

During non-peak periods, we can add extra items to your original order and update your shopping cart if your original order is still in production. However, please know this might not be possible during peak periods, such as during the time leading up to Christmas.

Please get in touch with us ASAP and we will do our best to support you. Just drop us an email at [email protected] with your order Reference # or send us a message and we will update your order 

Your checkout experience is easier with our multiple payment methods:

Credit Cards : Visa and MasterCard – Via our secure online checkout
PayPal : PayPal is available and can be used even if you don’t have a PayPal account.
Apple Pay
Google Pay

We also provide Buy Now Pay Later options 

All our artworks are created in house so we have the flexibility to amend as needed. Just choose the option of artwork amendment on checkout, and our graphic designer will send you the artwork for review and approval. All amendments are free of charge and we will keep amending until you are 100% satisfied !

 

Our Customers satisfaction is super important to us and we will always work to ensure the experience is positive .

All our products are made to order so it will not be possible to accept any change of mind, alterations, or returns once the production starts . 

In case you received an incorrect/damaged items, please drop us a note at [email protected] within 5 days of receiving the shipment and we will make the arrangements to replace. We cannot refund any postage, freight or courier costs incurred.

You certainly can. Simply send through your design to [email protected], and we will use it when your artwork is prepared for review. All artwork is free of charge.

Of course !  For every personalised order, our designers will send to you a professionally prepared file  via email  for you to review or make amendments . You are able to request unlimited amendments until you are 100% happy with the artwork. Please make sure you tick the “Approve Artwork ” box when placing the order 

We frequently release coupons and promo codes for our loyal shoppers and vip customers to ensure they have the best deals and save ! If you have a rkpersonalised coupon or promo code, you can apply on checkout page and press ‘apply’. All coupon codes have an expiration date, and if that date has passed, it is no longer valid. Please check the original email sent to you for the valid dates, or contact our Customer Service Team for support. 

Only one coupon will be activatied at a time 

 

Most of our products are delicate but if handled properly, they will last a lifetime. Like any fragile items, these products are not designed to withstand being bent or dropped and of course, they are not toys, so always make sure they are away from little hands.

We recommend following the below guidelines when installing to ensure you have enjoy these beautiful pieces every single day

It’s exciting to have these gorgeous name plaques up and hanging!

Upon receiving them, please remove  from the board and hold the plaque from its thickest parts. Handle with extra care as thin parts can be very fragile.

Make sure the wall surface is clean and dry before mounting.

We recommend using ‘Command 3M hanging strips’ to avoid any damage to your wall or paint. You can cut the strips into smaller ones and use them in several areas to hold nicely. When mounting do not enforce too much pressure to avoid plaque breakage. Light pushes just enough for the velcro in the strips to intertwine is more than enough, given that the plaques are lightweight and don’t require excess pressure.

Acrylic products and mirrors are beautiful but still a fragile material that needs to be handled carefully. The surfaces are can be scratched if contacted by sharp objects and can break or crack of dropped ( especially mirrors)

Should you apply any adhesive or glue on the back of the mirror acrylic, please make sure your remove it gently to avoid any damage to the mirror film

The minor imperfections and different knots of wood timbers makes each product unique and with characteristics of its own.

All our wood products are sanded and finished with a satin finish sealer. Please avoid contact with moisture, oils, or water and avoid direct exposure to sunlight

We are always happy to answer all of your questions. Should you have any questions or queries please drop us a note on [email protected] and we update in a jiffy !