Shipping, Returns & FAQs

Every Gently Made piece is created with care, which means a little extra love goes into every order. Below you will find everything you need to know about customisation, design previews, turnaround times, shipping, pickup and returns before placing your order.

If you cannot find the answer you are looking for, please get in touch — we are always happy to help.

Ordering & Design Previews

Can I preview my order before it is made?

Yes — for items that include a design draft, we will send your draft through for approval before production begins.

If the product does not specifically mention a draft but you would still like to preview your design, please contact us before ordering or leave a note at checkout. We will always do our best to accommodate your request where possible.

Can I request changes to personalised items or stationery?

Absolutely. Most personalised items can be customised further depending on the design and product type.

If you have something specific in mind, please contact us before placing your order and we will do our best to create something that suits your needs.

What should I check before placing my order?

Please ensure that all names, dates, wording, colours and personalisation details are entered correctly when placing your order.

We create your item based on the information provided, so it is important that everything is submitted exactly as you would like it to appear.

Custom Orders

We love creating special pieces that feel personal and meaningful. If you have a custom request, would like to adjust an existing design, or have something specific in mind, please contact us before ordering.

We will always do our best to create something beautiful that suits your needs and occasion.

Turnaround Times

How long will my order take?

Turnaround times depend on the type of product ordered and whether it is a ready-made or personalised item.

Ready-made designs are usually shipped within 72 hours, unless otherwise stated on the product page.

Custom and personalised items are generally:

• drafted and sent for approval within 3 business days
• completed within 5 business days once approval has been received

Please note that shipping time is additional and begins after your order has been completed.

Do turnaround times change during busy periods?

During peak periods such as Easter, Mother’s Day, Father’s Day, Christmas and major sale periods, turnaround times may be slightly longer.

Where possible, any extended lead times will be noted on the relevant product page.

Need your order urgently?

Please contact us before placing your order and we will let you know if we can accommodate your timeframe.

Shipping

How much is postage?

Shipping is calculated at checkout based on the size, weight and destination of your order.

All parcels are sent with tracking so you can follow your delivery once it has been dispatched.

Will I be notified once my order has shipped?

Yes — once your order has been shipped, you will receive tracking details so you can monitor its journey.

Do you ship internationally?

Yes — we ship worldwide.

International shipping times vary depending on your location and local postal service. Please note that customs charges, duties or taxes may apply depending on your country and are the responsibility of the customer.

What if my parcel is delayed?

Once your parcel has been dispatched, delivery timeframes are managed by Australia Post or the courier service.

If your parcel is taking longer than expected, we recommend checking your tracking link first. If you need further support, please feel free to contact us.

What if my parcel arrives damaged?

We package all orders with care. If your parcel arrives damaged in transit, please contact Australia Post or the courier directly to lodge a damage claim.

If you need help locating your tracking details or supporting information, you are welcome to contact us and we will assist where we can.

Local Pickup

Can I collect my order?

Yes — local pickup is available from Silkstone, QLD.

If you would like to arrange pickup, please contact us before ordering or as soon as possible after placing your order so we can organise collection details with you.

Returns, Refunds & Exchanges

Do you offer refunds or exchanges?

As most of our products are personalised and made to order, we do not offer refunds or exchanges for change of mind.

This includes orders where:

• the customer changes their mind after purchase
• incorrect details were entered at checkout
• the customer no longer requires the item

What if there is an issue with my order?

If there is a problem with your order, please contact us as soon as possible and include your order number along with photos if relevant.

We genuinely want you to love your piece, and if something is not right, we will do our best to work with you to find a fair solution.

A Few Important Notes

Colours and finishes

Please note that colours may vary slightly due to screen settings, lighting and the handmade nature of our products.

Handmade and personalised pieces

Each item is created with care and may have slight natural variations that make it unique.

Approval of custom designs

If your order includes a design proof, production will only begin once approval has been received. Delays in approving your proof may affect your final dispatch date.

Need Help?

If you have any questions about your order, custom requests, shipping or turnaround times, please get in touch. We are always happy to help make the process as smooth as possible.

Contact Us
If you need help before ordering, please contact us and we will be happy to assist.