Returns & Refunds
Nobody enjoys reading a refunds page, and most couples only go looking for one when something has already gone sideways. So let’s be clear and upfront about how this works, before you order rather than after.
Because every piece we make is personalised to you, we can’t accept returns or exchanges for change of mind. But if your order arrives damaged, or the printed pieces don't match the proof you approved, we’ll put it right.
Why personalised stationery works differently
Your invitation carries your names, your date, and your venue. The moment it comes off the press it has no value to anyone else in the world, which is why custom stationery sits outside the returns arrangement you’d expect from a retailer selling finished goods off a shelf. This is standard across the industry, and it’s worth understanding before you approve rather than after.
It’s also exactly why we build the proofing stage in so carefully.
Your proof is your safeguard
Every order includes your first proof plus two rounds of changes, and most couples settle their design within one. When your proof arrives, read it slowly, read it out loud if you can, and have someone else read it too. Check the spelling of every name, the date, the start time, the venue, and the wording of each line.
When you approve your proof, you’re confirming that everything on it is correct. We print exactly what’s approved, so an error that made it all the way through to approval isn’t something we’re able to reprint at no cost.
If the printed pieces don’t match your approved proof, then that’s our error and we’ll reprint the affected items at no cost to you.
Damaged or faulty on arrival
Please open and check your parcel when it arrives, and email us as soon as you can if anything isn’t right. Photographs of both the damage and the packaging help us sort it out quickly. We’d far rather hear from you the same day than a fortnight later.
Cancellations
If you need to cancel, what comes back to you depends on how far into the process we've travelled together.
- Before you complete your questionnaire: a refund, less a 5% fee.
- After you’ve submitted your details or received your first proof, but before printing: a refund of 50% of your order value.
- After you’ve approved production: no refunds or cancellations, as your pieces are already on the press.
Those tiers reflect where the work has gone. Design time can’t be recovered once it's spent, and once stock is cut and plates are made for your job, those costs are committed with our printer.
Your rights under Australian Consumer Law
Nothing on this page limits the consumer guarantees you’re entitled to under Australian Consumer Law. If your goods arrive faulty, aren’t of acceptable quality, or don't match how they were described, you’re entitled to a remedy regardless of anything written here.
If something isn’t right
Email us before you do anything else. We’re a small Sydney studio, we answer our own emails, and we would very much rather fix a problem than have you quietly live with it.