Frequently Asked Questions
Absolutely — we love custom work! Simply fill out the custom order form on our Custom Orders page with any inspiration photos, names, dates or details you'd like included. Once we've reviewed your request, a small $10 deposit secures your spot in the queue before we begin your custom design. Please note custom order slots can close during busy periods, so get in early if you have an event coming up.
We do our best to represent colours accurately, but screen settings, lighting and material finishes can cause slight variations. Acrylic, wood grain and Rowmark colours are natural/manufactured products and may vary slightly piece to piece — this is part of their charm, not a fault. If colour accuracy is important to you, get in touch before ordering and we can chat through options.
All our pieces are handcrafted to order, so please allow 15 business days for production (this doesn't include weekends, public holidays, or postage time). During busy periods like Christmas, Easter, Mother's Day and Father's Day, please allow extra time as order volumes increase significantly.
Yes! We're based in Brisbane and happy to arrange local pickup. Once your order is ready, get in touch and we'll organise a time that suits.
We carefully check every piece before sending, but if something arrives with a fault, please contact us within 48 hours of delivery with photos and we'll sort out a replacement or solution. For major defects, we'll arrange a replacement or refund.
For personalised or custom items, we'll send you a design proof for approval before production begins. Please double-check all names, dates and spelling carefully — once approved, production starts.
All orders are sent via Australia Post with tracking — you'll receive your tracking number by email once your order is ready to go. Need it faster? Express shipping is available at checkout for an additional fee (this speeds up delivery only, not production time).
Estimated shipping days from dispatch in Brisbane (business days, excluding weekends and peak season):
| Location | Estimated Days |
|---|---|
| Brisbane Metro | 2–3 |
| QLD Near Country | 2–3 |
| QLD Far Country | 3–7 |
| FNQ | 4–6 |
| FNQ Remote | 6–12 |
| Sydney Metro | 2–4 |
| NSW Country | 3–6 |
| Canberra | 2–4 |
| Melbourne Metro | 2–5 |
| VIC Country | 2–6 |
| Adelaide Metro | 4–7 |
| SA Country | 3–6 |
| Perth Metro | 5–8 |
| WA Country | 7–10 |
| WA Far Country | 8–11 |
| Tasmania | 3–5 |
| Tasmania Remote | 4–7 |
| Darwin | 4–8 |
| Alice Springs | 4–7 |
| NT Other | 14–15 |
Use only a clean, soft microfibre cloth. Avoid Windex or household glass cleaners, as these can damage the acrylic surface over time. Handle with care — acrylic is durable but can crack or scratch if dropped or knocked.
We accept Credit Card, PayPal, and Afterpay.
If you change your mind before production has started, we're happy to offer a refund minus a small transaction fee (10%) charged by our payment provider. Once production has begun, change-of-mind refunds aren't available.