Terms and Conditions

Customer Responsibilities

  • Check your order confirmation (sent via email) and advise us immediately of any errors. If the order has not been cut we will be able to make changes.  However, if it has already been cut there will be an additional charge to recut.

  • Make sure shipping details are correct.

Order Timeframes

  • Unpainted MDF/Bamboo/Acrylic orders may take up to 3 weeks plus postage time.

  • Painted orders may take up to 4 weeks plus postage time.

  • Postage timeframes are out of our control and can vary depending on location.

  • We offer a Priority Order service for an additional fee of $15 per item. If you select this fee the timeframe is 10 days to have your order created plus postage time.

  • If you have a specific deadline, please contact us before ordering to see if we are able to meet your deadline.

Shipping Information

  • We offer free pick up from Diggers Rest, Victoria

  • Occasionally to help meet a deadline we may hand deliver items. The postage and handling fee still applies to these orders.

  • Postage fees are $8.95 for up to 500g and orders over 500g will be calculated based on destination and weight. The weights include packaging.

  • We take NO responsibility for lost parcels once they have left our workshop. All items are sent with a tracking number so if a parcel hasn’t arrived we can provide that number to you for you to follow up with Australia Post.

  • We take NO responsibility for items damaged in the post. We take great care in packing our items securely. We take photos of all products before they are packed and posted to ensure they are of the highest quality.

  • Orders paid via PayPal must be delivered to the address you have nominated on your PayPal account. Please email us through PayPal if these details are not correct to make sure we adhere to PayPal guidelines.

  • If your order is sent back to us due to you providing  an incorrect address or you not contacting the relevant shipping department, we will re-ship it to you at your own cost.

Refunds and Returns

  • Due to the personalised nature of our work, there are no refunds or exchanges. We will do our utmost to provide a replacement item if the problem is proven to be our fault. To make any claim you must advise us of any issue within 24hours of taking delivery of the item.

  • We will not refund, exchange or replace any item because you do not like the look, style, size, colour or font of the item. It is your responsibility to understand what you are ordering. We provide full descriptions on our products, give clear images, and have font and colour charts.

Product/Colour Information

  • There will always be slight variations to products previously made as each item is designed individually and no two will be the same. The 3mm and 6mm items are cut using a laser cutter. Laser cutting is a process of burning the design out of wood or acrylic with a laser. This means there will always be variations in the colouring of materials. There may be burn marks (scorching) due to the process of laser cutting.

  •  There may also be slight imperfections in the wood due to it being a natural product. Please be aware that as the products are handmade there may be imperfections which cannot be helped.

  • Our sizing is based on the first Capital Letter of the item. All other letters will be in proportion. To make your product look just “right” and in proportion we sometimes need to resize, shrink, stretch or reposition styles and fonts. This means they may look slightly different to how you see them on our site.

  • All items are designed from scratch which means that all items will be approximately the same size but may differ slightly. Identical items that are ordered in multiples will look the same.

  • Colours shown on this website are a representation only. Due to variations in monitors and screens we cannot provide an accurate photo of the colour.

This website has been designed and created by Urban Fairytale 2018 ©