Help Centre

topqueriesicon

QUERIES

DELIVERY AND ORDER PROCESSING

Where is my order?

I am sending this as a gift. Will my recipient see the price?

I gave you the wrong delivery address, can I change it?

I ordered a few products but I’ve only received some of them; where are my other gifts?

Can I send the gift directly to the recipient? Will they know it’s from me?

Can I order over the phone?

Do you ship internationally?

 

PERSONALISATION AND MISTAKES

I’ve made a mistake with my order; can I change it?

Can you gift wrap the product for me?

There isn’t enough space for my personalisation, what should I do?

I get a resolution notice when personalising, what should I do?

 

RETURNS AND CANCELLATIONS

How do I return my item?

My order has arrived and it's broken!

My order has arrived and there’s a spelling mistake!

I’ve decided to cancel my order, what should I do?

 

GENERAL HELP

I don’t want to create an account; do I need to have an account to place an order?

Where do I enter my discount code?

I’ve placed an order but I haven’t received a confirmation email.

I emailed you but nobody’s replied!

I’m unhappy with my product and I’d like to speak to you about it.

I would like to get a quote for a bespoke design; can I get a quote for this?

I would like to order a greater quantity of a given product; can I get a quote for this?

 

Can't find anything that relates to your query?

Our call lines are open from Monday to Friday 9.00am – 6.00pm Melbourne, Australia time (AEDT).

Call us on 1300 913 275
Calling from overseas? Call us on +61 3 9770 8234.
 
If you prefer, please email us at support@thepersonalisedgiftshop.com.au or fill out our enquiry form here.

 

 

deliveryicon

DELIVERY AND ORDER PROCESSING

Where is my order?

You will receive a confirmation email after placing your order that will state the shipping method you chose. Once your items have been personalised we will send you an email to let you know your order is safely on its way.
Majority of our items are shipped with tracking. In this case you will have received an email with the tracking code and link.
Remember to check all your email folders, including Junk.

Our happy team of Personalites place a value on fast dispatch times. We can dispatch most orders within 24 hours.
The delivery date for your order is heavily dependent on our courier service Australia Post.
If you created an account when purchasing, which we recommend (rather than using the Guest checkout option) you can track your order's status here.

We have added Australia Post delivery times below so that you have an idea of when to expect the postman.
If the free delivery or standard delivery was selected this is sent via parcel post where the estimated time is between 2 - 6 days.
If express post-delivery was selected delivery times are estimated to be 1 - 2 working days.

If a few extra days have passed and your order has not arrived, it’s worth checking with your local post office. I know they say an attempt was made but "missed delivery" cards have been known to go missing, so, it could turn out that your parcel’s been waiting for you all along

If you are still out of luck, then please get in touch with our Customer Support team. We are more than happy to help!

 

I am sending this as a gift. Will my recipient see the price?

Prices are not disclosed.
We know you don’t want you recipient to see the price, so we don’t dispatch any orders with prices. You will receive an invoice to your designated email after you have submitted your order.

Alternatively, you can login to your account and view your orders and invoices there.

 

I gave you the wrong delivery address, can I change it?

Mistakes can happen! If you wish to change the delivery address help us help you by getting in touch with our Customer Support heroes as soon as possible so they can intervene before the order is processed.
Unfortunately, if your order has already been dispatched it becomes a little trickier but we will always try our best to get it rerouted. We can not make any promises here because if it has already arrived at the listed address then it may be too late.

 

I ordered a few products but I’ve only received some of them; where are my other gifts?

If you have purchased multiple items and have only received part of your order don't panic! Products are crafted at our factory in Melbourne and by experts all around Australia. We dispatch all items directly to you.
We try to consolidate as many products into the same delivery as possible but if an item is at another warehouse or takes longer to personalise we will send the items in separate parcels to save you waiting any longer then you have to.

 

Can I send the gift directly to the recipient? Will they know it’s from me?

If you'd like to send your gift directly to the recipient, you can add their address as the delivery address in the checkout, and we'll post the item to their house.
Most of our orders are sent with a delivery note inside your parcel, however it’s not a gift message.

The delivery note is printed with the contents of the parcel, the recipient’s details, and the sender’s details. Prices are not disclosed in the delivery note.
All our products are delivered gift boxed.

Please note that as some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

 

Can I order over the phone?

We are all about the web here at The Personalised Gift Shop and that is the best way to make your orders with us.
If technology is against you or you prefer to pick up the phone we get it!

We would love to help you in making a purchase, our call lines are open from 9.00am – 6.00pm weekdays Melbourne, Australia time (AEDT).

Please call us on 1300 913 275

 

Do you ship internationally?

Currently we only ship within Australia. Looking into the future we can tell you that this will be available.

 

 

personalisationicon

PERSONALISATION AND MISTAKES

I’ve made a mistake with my order; can I change it?

It’s okay. We are human too and mistakes happen, but time is of the essence here.
We will try our best to amend your order, however, on occasions we are not able to make any changes. This is usually because the item you’ve ordered has already gone into production.

If you spot the mistake within thirty minutes of placing your order we can process these changes.
If it’s been more than thirty minutes since you ordered your gift we will try our best to make any changes.

Please give our customer support heroes a call on 1300 913 275

 

Can you gift wrap the product for me?

All our products come in a beautifully presented gift box as standard.
Most of our orders are sent with a delivery note inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s details, and the sender’s details. Prices are not disclosed on the delivery note.
As some of our gifts are sent from locations other than our main factory, we can’t guarantee that every parcel will have a delivery note inside.

 

There isn’t enough space for my personalisation, what should I do?

For certain products, we have the ability to add one or two further characters of personalised text. Please get in touch with us and we will see how we can help you.

Wondering why there is a character limit? Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a considerable time testing the final character limit.

Every personalised gift on our site goes through various design stages, our product designers test the position of each character. The final character limit is the one our designers deem the best on the product, and we think it’s wise to trust their expertise!

 

I get a resolution notice when personalising, what should I do?

Our resolution checker is designed to check the quality of your image against the product. If you get a resolution notice it is an indicator that your image is not the recommended quality for the product you wish to personalise and it is advisable you select a better quality image. You can proceed with your order, but the results may not be as desirable.

 

 

returnsicon

RETURNS AND CANCELLATIONS

How do I return my item?

We know what it’s like to purchase something and then regret the decision. If you have just purchased an order and changed your mind, then contact us immediately on 1300 913 275. We can’t make any guarantees, but we will always do our best.

Unfortunately, we can’t accept returns of personalised gifts. All our products are personalised especially for you, (that’s why you love us) once an order has gone into production it then becomes non refundable.

It goes without saying that if items are faulty or damaged we can assist in arranging a replacement.

Please contact one of our Customer Support heroes on 1300 913 275. We really are a professional bunch!

 

My order has arrived and it's broken!

Has the post been a little too excited delivering your item? There is nothing worse than patiently waiting for an item to be delivered only to find it has been damaged!

We know how important it is for your items to be in perfect condition.
Help us help you by sending our Customer Support heroes the details of the damaged item and we can work on getting a replacement sent out to you as soon as possible.

Please give us a call on 1300 913 275 or alternatively email us at support@thepersonalisedgiftshop.com.au

 

My order has arrived and there’s a spelling mistake!

We know how important it is for the personalisation to be spelt correctly and we are sorry there is a spelling mistake. If the product has come from our factory there will be a delivery note. Please check the delivery note to see what characters you entered at the time of order.

Our personalised gifts are tailor-made for you, so our machines will print the same exact message that has been entered by you when ordering. We, therefore, advise you to double check any names and messages for potential spelling mistakes.
If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what you entered.

 

I’ve decided to cancel my order, what should I do?

Time is of the essence here. Please call our Customer Support heroes immediately and we will try to cancel your order before it is sent to our production team.

Our call lines are open from 9.00am – 6.00pm weekdays Melbourne, Australia time (AEDT).

Call us on 1300 913 275
Calling from overseas? Call us on +61 3 9770 8234.

If you have made an order over the weekend, then please email us at support@thepersonalisedgiftshop.com.au or fill out our enquiry form here.
Unfortunately, once an order has been received by our production team we can not cancel it.

 

 

generalicon

GENERAL HELP


I don’t want to create an account; do I need to have an account to place an order?

No, you don’t need to create an account to place an order, you can simply check out as a guest.

Want to know the benefits of creating an account?
Creating an account allows you to save your details, so future shopping with us is much faster and easier. You can track the status of your order, view past orders, store alternative addresses (for shipping to multiple family members and friends) and we’ll send you exclusive offers every now and then.

 

Where do I enter my discount code?

Discounts codes can be entered in the shopping cart once an item has been added. To get to the shopping cart hover over the cart icon at the top right of the page and click on the “View All” button.
Enter your discount code into the text field and click on “Apply Coupon’’. Et voilà!

 

I’ve placed an order but I haven’t received a confirmation email.

Sometimes emails can end up in your email junk folder so you might find your confirmation email there. If you still can’t find your confirmation email, please contact our Customer Support heroes and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

Please contact us before re-ordering your items in case the first order has already been processed - we don’t want to charge you twice!

 

I emailed you but nobody’s replied!

We know how frustrating this is! We’re sorry that you haven’t received a reply yet. We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this.

Have you checked your email junk folder? Sometimes emails can end up in your junk folder so it’s worth checking there.
If you can’t see a reply, please get in touch again and we’ll do our best to solve the problem.

 

I’m unhappy with my product and I’d like to speak to you about it.

We are really sorry that you’re unhappy with the product you’ve ordered. We know how important it is for a gift to be perfect, it is in our best interest to know if you’re not satisfied so please get in touch and we’ll try our best to solve the problem.

 

I would like to get a quote for a bespoke design; can I get a quote for this?

Please email us at support@thepersonalisedgiftshop.com.au with the product you are interested in, your design, as well as volume requirements so we can quote you for this.

 

I would like to order a greater quantity of a given product; can I get a quote for this?

That would be our pleasure! Please send an email to support@thepersonalisedgiftshop.com.au or fill out our enquiry form here stating the product you are interested in along with the quantity you require.

 

Can't find anything that relates to your query?

Our call lines are open from 9.00am – 6.00pm weekdays Melbourne, Australia time (AEDT).

Call us on 1300 913 275
Calling from overseas? Call us on +61 3 9770 8234.
 
If you prefer, please email us at support@thepersonalisedgiftshop.com.au or fill out our enquiry form here.