Returns

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.