FAQ:
1. How long do I expect to receive my personalised order?
A: It does take~ 5-7 working days (Australia) or up to 12 working days (international) after payment received. This depends on actual destination.
2. What if my order lost/delayed?
A: We will track down with the Australia Post. Items sent by registered or express post have tracking records so it is easier to trace than regular post.
3. What if I receive wrong spelling item?
A: Replacement will be done.
4. Satisfaction guarantee?
A: Personalised items: Return accepted within 14 days after item received. Item must be in unused condition. Buyer pays for returned item. Refund
given to product cost only.
Embroidery designs: Return not accepted due to copyright reason.
5. Do you do custom work?
A: Yes, just email us the graphic which can be in .Emf, .Jog or .Giff formats. There is no 'set up' fee for customised designs.
A. Personalised products
1. Fabric used for all appliqué designs may differ from sample shown but patterns remain the same.
2. Item normally shipped within 3-5 working days upon received of payment.
3. Price and product availability are correct at the date of publication and subject to change without notice.
4. Item can be held for the name to be personalised for up to a month only after purchase.
5. If this is a gift to be sent to different address, please ensure that the recipient is aware of the parcel's delivery. Gift wrapping is available (free).
6. We are not responsible for item lost & delayed during delivery. It is carrier's responsibility. For peace of mind, please choose registered or express
post.
B. Machine embroidery designs
1. Designs normally sent within 24 hours after payment confirmed.
2. Delivery design via email is free. Delivery via CD incurs shipping fee of $4.40 (Australia) and $6 (International) and is one off shipping cost.
3. Transferring purchased designs into machine is buyer's responsibility.
4. Buyer is to inform required machine format otherwise most commonly used PES and JEF will be sent.
5. These designs are our work and they may not be re-sold or included in a set for sell as buyer’s property.
6. Due to technical reason, there is no refund on machine embroidery designs.
If none of your questions listed here please email us . All emails will be replied within 24 hrs.
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