FAQ

Q: Do you have a store front?

Due to our recent growth, we operate out of several Newcastle locations. Plans are underway to relocate in early 2019 into a purpose built facility which will have a fully stocked showroom, meeting rooms, with full production and office facilities onsite.

 

Q: Can I order an item without personalisation?

Yes that isn't a problem but be sure to mention that in your original correspondence so we know you haven't just forgotten to fill out your order details.

 

Q: What payment methods do you accept?

We accept PayPal, Direct Deposit and over the phone Credit Card payments. We do not accept American Express or Diners Card. We do not charge additional fees like some merchants for using PayPal or credit card.

 

Q: How safely will my order be packed?

We take the upmost care to ensure your item gets to you safely by securely packing each item so it doesn't rub against other items. If it was "roughhoused" in transport it has a better chance of not breaking but sometimes no matter how well something is packed you can't always prevent it from breaking. We have had a package be run over by a truck and it was delivered with tyre marks on the product !. So we include a replacement guarantee that if your item arrives to you broken or damaged we will send you out a new one. Replacement requests must be made with our office staff as soon as an item arrives and evidence (like a photo of the broken item) must be given of the damage before replacement will be sent.

 

Q: Can I change my order?

Orders can be changed as long as the request has been submitted before the item has been put through to the production area.

 

Q: I am having troubles purchasing from your site, what can I do?

If you are having any problems with our site please feel free to send us an email on sales@personalisedgiftware.com.au or call us on (02) 4971 3063 to order direct.

 

Q: Can I have a logo on my items?

Logos can be engraved but with conditions:  We can include a basic symbol or logo if it is supplied in the correct file format. Please ensure the logo you supply is of good quality in preferrably a high resolution JPG, an EPS or a PDF file. If you are unable to produce a good copy we are able to redraw your logo but it will be at an additional cost. We will advise if any costs will be incurred prior to commencement of the artwork.

Please send it through to our email - sales@Personalisedgifware.com.au and we can advise if it is possible.

 

Q: When will my item be shipped?

Every item takes a different time period to be produced but majority of items can be produced in a few days. If you have an urgent request please contact us directly on sales@personalisedgiftware.com.au or call (02) 4971 3063.

 

Q: What postage services do you use?

We currently use Fastway and Australia Post. We deliver nationally. We choose the most efficient and cost effective method of freight carrier, so the items arrive to you quickly. Express options are available at additional cost. 

 

Q: Where do you post to?

We post Nationally in Australia to all addresses.

 

Q: Can you post internationally?

Yes we can post internationally but the postage price can sometimes be quite high depending on the size or the item and where it is going. We don't advertise it, but if you are wanting to send something internationally please contact us for a confirmation and postage cost on sales@personalisedgiftware.com.au or (02) 4971 3063.

 

Q: Do I get a tracking number?

Tracking number's are available for all items when the freight charge is $9.90 or higher. Products sent as a large letter (where post is less than $9.90) will be sent via Australia Post, in regular mail. We email you the tracking details within 24 hours of your parcel being sent automatically. If you need more info, please contact us with your request on sales@personalsiedgiftware.com.au or (02) 4971 3063.

 

Q: What if my item arrives broken?

We take the upmost care to ensure your item gets to you safely by securely packing each item. If it was "roughhoused" in transport it has a better chance of not breaking but sometimes no matter how well something is packed we can't always prevent it from breaking. We have had a package be run over by a truck and it was delivered with tyre marks on the product !. So we include a replacement guarantee that if your item arrives to you broken or damaged we will send you out a new one at no cost to you. Replacement requests must be made with our office staff as soon as an item arrives and evidence (like a photo of the broken item) must be given of the damage before replacement will be sent.

 

Q: What is your returns policy?

As part of our "Product & Service Guarantee" - we will either replace or refund any products proven to be defective or incorrectly engraved at no cost to you. Returns will only be accepted if your item arrives faulty or not as described. Please contact us first to discuss a return. A photo of the issue helps us identify issues from the production area or if it is a product fault. We cannot accept returns for items solely affected by "postal delays" or a "change of mind" after ordering. When we personalise the items, great care is taken to ensure accuracy, and we engrave the information as you have given us, so please check the spelling carefully when sending the information. We are happy to answer any questions you may have.

 

Q: What methods of payment do you accept?

PayPal is the most commonly used payment method, Credit cards can be proceeced through Paypal or directly with us over the phone if you prefer.

We also can accept bank transfers into the account details below. For bank details we need your order number as a reference to help match the order to the payment.

Bank: ANZ,  

Account Name: LogoMe Pty Ltd

BSB: 012532
Acc No: 190973486

No orders commence production until payment has been received. If you have any concerns please let us know on email - sales@personalisedgiftware.com.au or phone us on (02) 4971 3063. 

 

Q: What is your Guarantee?

All orders will be dispatched in a timely manner after all information we require is received. The orders are passed onto the production team when the information is complete and payment has been made in full. For most orders we send artwork for approval to ensure the detail is correct before engraving.

As part of our "Product & Service Guarantee" - we will either replace or refund any products proven to be defective or incorrectly engraved at no cost to you. All staff at Personalised Giftware put 100% effort into ensuring the orders are sent as quickly and efficiently as possible.

 

Q: Do you offer Bulk Order Discount?

Yes we certainly do. The best way to confirm a price is making contact with us first, let us know what you need exactly, and where it has to be sent to.

We will quote you specifically via email and those prices will be guaranteed to remain the same for 30 days.

we don't "haggle" with you on prices. We offer you the best price, first time, every time. Its how we roll....

 

Q: What you should know after you have placed an order?

Our business  is unique in respect that we need to be supplied information from purchaser's to be able to complete the personalised orders.
Therefore the following is guideline put in place to ensure orders that have been paid for are personalised and dispatched in the most efficient manner possible.

If you have not supplied a font with your message - we will pick one that seems most appropriate for you message and or item to ensure a fast dispatch of your order.

If you have not supplied a product colour if required - (eg: Pen or Keyring colour) with your message - we will send a colour that is available and what we believe best suits the message. In the case of a multiple quantity product order, we will pick a mix of available colours.

We do not recommend symbols on small engrave areas like pens and keyrings  - sometimes they just don't look like they belong when they are only 6mm high on a pen. Please include them if you really want them, our experience tells us they take away from valuable space for more important info like names and contact details.

If you don't supply us with the information for your order - After you purchase and pay for your order, we need the information you want engraved so we can get the order done and sent. We have our usual follow up routine with email and phone calls to help you make it happen if you forget. Then at 30 days after purchase, and we haven't received any information from you after trying to make contact many times, we will send the order as a "blank stock" order, and this will be deemed as fulfilling the order.

 

Q: Where is Personalised Giftware located?

Personalised Giftware is located on the shores of Lake Macquarie in Newcastle, N.S.W. Australia. We deliver Nationally every day.

 

Q: Can I use character symbols in my personalisation?

Yes that isn't a problem in most instances, just be sure to make it clear and ensure when you are sending through your information you make special note of the character symbol.

 

Q: Can I personalise my item in a different language?

Yes you can. Please be sure to send your information through in a Notepad file or something similar that doesn't auto-correct the text. Also make sure all spelling is correct as we will print/engrave directly from your request.

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