FAQ

How do I upload my photo?

You can upload your photo directly on the product page before adding your item to your cart.

What kind of photos work best?

Photos straight from your phone or camera work best. Please choose a clear, well-lit, high-quality image and avoid screenshots or images downloaded from social media wherever possible.

What happens if my uploaded image is too blurry?

If we believe your image may not print clearly, we’ll contact you and ask whether you can provide a better-quality version. The finished print quality will depend on the quality of the image supplied.

Will I receive a design proof before printing?

For products requiring a custom design, a digital proof will be sent to you for approval before printing. Please check all photos, names, dates and wording carefully, as production will begin once your design has been approved.

Can I request changes after approving my proof?

Once your proof has been approved, production may begin immediately and changes may no longer be possible. If you notice an error after approving your proof, please contact us as soon as possible. We’ll do our best to help, but we cannot guarantee changes once production has started.

How long does my order take?

Our usual processing time is approximately 2–5 business days, beginning once we have received all required personalisation details and, where applicable, your design proof has been approved.

During busy periods or for products requiring additional customisation, processing may take a little longer. Shipping time is additional and will depend on your location.

Do you offer tracking?

Yes 💖 All orders are sent with tracking via Australia Post or courier. Your tracking details will be provided once your order has been dispatched.

Do you offer local pickup in Shailer Park?

Local pickup in Shailer Park, Queensland, may be available by prior arrangement. Please contact us before ordering to confirm availability and organise a suitable collection time.

Are candles or plants included with the holders and planters?

No. Any candles and plants shown in our photographs are for display purposes only and are not included.

The personalised planter includes the ceramic planter and bamboo saucer. You can add your own candle, succulent, flowers or plant after receiving your keepsake.

Will you share my personalised order on social media?

We may occasionally share completed keepsakes on our social media pages. If you would prefer your order and photographs to remain private, please leave a note at checkout or contact us when placing your order. We completely respect your privacy and will not share them.

How should I care for my personalised product?

Gently clean your keepsake using a soft, slightly damp cloth. Avoid abrasive cleaners, scrubbing and harsh chemicals.

Do not place personalised products in the dishwasher unless the product listing specifically states that they are dishwasher-safe. Keep printed items away from prolonged direct sunlight, excessive heat and moisture, and handle ceramic, glass and slate products carefully.

Please contact us if you are unsure how to care for a particular keepsake.

What if there’s an issue with my order?

If something isn’t right, please contact us within 7 days of receiving your order and we’ll help resolve the issue. Please include your order number and clear photographs where applicable so we can assist you as quickly as possible.

Can I get a refund?

Because our personalised products are created especially for you, we do not offer refunds for change of mind. However, if your item arrives damaged, faulty or different from what you approved, please contact us within 7 days.

Your rights under Australian Consumer Law are always protected.