Frequently Asked Questions

📦 Orders & Personalization

How to place an order?

1. Select a product.
2. If you choose a customised product, please select your favourite customisation options and then upload your photos via desktop or mobile - pdf, jpeg, jpg, and png formats are supported.
3. Add to cart, enter shipping/payment details, then complete your purchase.

How do I provide the details for my personalized items?

You can enter your custom text, select your preferred fonts, and choose colors directly on the product page before adding the item to your cart. Please double-check all spelling and selections, as we customize your items exactly as they are entered.

Can I see a preview of my design before it is made?

For complex or highly customized orders, we can provide a digital proof upon request. Please add a note at checkout if you would like to review a proof. Note that this may add 1–2 business days to your overall processing time.

Can I change or cancel my order after it's placed?

Because personalized and crafted items are made to order, we begin production quickly. If you need to make changes or cancel, please contact us within 2 hours of placing your order. Once production has started, we unfortunately cannot accept cancellations or modifications.

Do the items in the photos come with the product?

Other accessories and staging items shown in the product images are for illustrative purposes only and are not included with your purchase. We described in the description section of each product.

🎨 Crafted Items & Care

Are your crafted items durable?

Yes! We use high-quality materials and professional-grade techniques to ensure your items look beautiful and last.

How should I care for my custom items?

* For custom drinkware/apparel: Hand washing is highly recommended to preserve the life of the custom design. Avoid harsh abrasives or soaking.

* For crafted keepsakes/stationery: Keep away from direct sunlight for extended periods and store in a dry place to prevent moisture damage.

📸 Digital Photos & Products

What format should I use to upload my photos?

We accept high-resolution JPEG, JPG, and PNG files. For the best printing results, please ensure your photos are bright, clear, and not blurry or pixelated.

How will I receive my digital download purchases?

Once your payment is confirmed, a download file will be sent directly to your email address. 

🚚 Shipping & Returns

How long will it take to make and ship my order?

* Production Time: Because each piece is individually crafted and personalized, please allow 3 to 5 business days for production before your order ships.

* Shipping Time: Shipping durations depend on your location and the shipping method selected at checkout. You will receive a tracking link as soon as your package is on its way.

Where is my order?

We know you’re excited to receive your items! Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can use this number to track your package directly through the Australia Post website. Please allow 1–2 business days for your tracking information to update. If you have any trouble tracking your delivery, just send a message to us at support@katecreativegifts.au or contact us via our Contact Us page, and we'll be happy to help.

What is your return policy?

* Personalized & Digital Items: Due to the custom nature of these products, we cannot accept returns or offer refunds unless we made a mistake or the item arrived damaged.

* Damaged Items: If your order arrives damaged, please contact us within 48 hours of delivery with a photo of the item and packaging, and we will gladly arrange a replacement.

💡 Need More Help?

Have a question that isn't answered here? We’re always happy to help! Drop us a line via our Contact Us page or email us directly at support@katecreativegifts.au