Frequently Asked Questions
WHAT ARE YOUR OPENING HOURS?
Our office is open Friday 9am – 3pm AEDT (Sydney time)
*These hours vary over School Holidays
Our online shop is available 24 hours a day, 7 days a week.
HOW CAN I CONTACT YOU?
M: 0405 158 351 or (02) 4959 6473 during our office opening hours only.
Contact Us Form on our website.
You are also welcome to call in to our showroom Monday, Tuesday, Thursday 9am to 4pm Friday 9am to 3pm Closed Wednesdays at Unit 6, 80 Excelsior Parade Toronto NSW 2283.
WHERE ARE YOU LOCATED?
We are proudly an Australian owned and operated business located in Toronto, NSW – Australia.
Our showroom is at Unit 6, 80 Excelsior Parade Toronto NSW 2283 and is open Monday to Friday 9am – 4pm.
DO YOU HAVE A PRICE LIST?
We do not have a price list, we have the online store and all prices are available against each item in the online Shop on our website. https://www.personalisedkeepsakes.com.au/
If you would like to work out the cost of an order before committing, you can do so by adding the required items to the shopping cart and we offer FREE REGULAR POSTAGE with in Austraia only. If you require assistance with this or have any questions, please email us at email@example.com.
All of our prices are in Australian Dollars (AUD).
DO YOUR PRICES INCLUDE GST?
Yes, GST is included in all prices in the Online Store.
WHAT PAYMENT METHODS ARE AVAILABLE?
We accept PayPal, Afterpay, Credit Card and Direct bank transfer all are available by selecting at checkout. A bank transfer email confirmation will be sent to you with the relevant details (be sure this does not end up in your Junk folder).
IS THERE A MINIMUM QUANTITY TO PLACE AN ORDER?
It is important to us that our products are available to those who only want to purchase one or two items, or perhaps a variety of items in smaller quantities. We therefore do not enforce a minimum on any of our products (except the timber engraved tags)
CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?
Once an order has been placed it cannot be cancelled. If your order has been accepted but not yet processed you may be able to change it. Order change requests must be emailed to us at firstname.lastname@example.org , 25% fees are charged for cancelled orders.
CAN I ADD AN ITEM TO MY ORDER AFTER IT HAS BEEN PLACED?
If your order has not yet been processed it may be possible to add an item. Please contact us ASAP at to check if it is possible to add an item to the order.
HOW DO I ADD ITEMS TO MY CART?
To add items to your cart, you need to provide a selection in all drop down boxes / custom buttons (e.g. Material, Printed Sides/Design, Capacity, Shredded Paper) for each individual item, before you can enter the quantity and add to the cart.
WHAT IS YOUR RETURN/REFUND POLICY?
Keepsake CD and USB Cases will not refund products ordered in error or for change of mind purchases. Orders will be deemed correct and completed upon confirmation in the online ordering system.
We will replace faulty or damaged-in-transit items on receipt of the original faulty / damaged product being sent back to our office in Newcastle, NSW. To request a return & replace faulty items, please email us with your order number, product details and the reason you wish to return the product, including images. We will then assess your request and write back confirming acceptance of the return. Return of items will be at the cost of the customer – we do not cover postage on return & replace items. There is NO refund on Clearance items as these may have infections as stated in there descriptions.
Keepsake CD and USB Cases will not refund products lost once dispatched. We will provide a tracking number and it is up to the customer to address with Australia Post.
HOW DO I UPLOAD A LOGO?
Logo upload is at checkout. You can simply drag & drop or there is an upload button to find the file on your computer / device. Just be sure the progress bar reaches 100% and that the file name appears in the upload box before completing checkout.
If you would like your items printed with an image, please email the file to email@example.com or it can be uploaded at checkout
The requirements for personalised printing are to be included in your Notes section in your order online
WHAT FILE DO YOU NEED FOR PRINTING?
We accept a PSD, PNG, high res JPEG or AI (Adobe Illustrator) file type for printing. If your image/logo has white ink to be printed we require a fully converted Vector file for us to be able to print the white ink or on the dark items.
Please note we use the CMYK colour model / colours across all of our printing.
There is no additional charge for full colour printing of logos. All printing is done onsite at our workshop in Newcastle, NSW.
The ‘optional’ glass-look perspex lids are printed on the back (under-side), creating an amazing 3D effect. To ensure the highest of quality finishes, the reflective perspex remains covered with a protective film, that is only just removed as the lid goes in to our printer. Once completed, the printed side is sealed with protective coating to shield from scratches. As the printing is done on the back (under-side) of the lid, before sending your artwork to us, please ensure that your image and or logo / personalised text is reversed to ensure it prints the correct way around.
WHAT FILE DO YOU NEED FOR ENGRAVING?
The file type required for engraving is EPS Vector with a translucent background and in black. Custom engraving is available on our timber products only.
All engraving is done onsite at our workshop in Newcastle by a dedicated production team.
DO YOU OFFER PICK UP OPTION?
Yes order collection and pick-up is available at our showroom Monday, Tuesday, Thursday 9am to 4pm Friday 9am to 3pm Closed Wednesdays at Unit 6, 80 Excelsior Parade Toronto NSW 2283.
The turnaround times as outlined in the How long will my order take? question above still apply to ‘pick-up’ orders.
HOW LONG WILL MY ORDER TAKE?
Handcrafted Timber Boxes: The production of our Australian Made handcrafted timber boxes can take up to 3 weeks and possibly longer during peak seasonal periods.
Custom Printing: All custom printing is done onsite by a dedicated production team and is usually completed within 3 – 10 business days.
Custom Engraving: All custom engraving is done onsite by a dedicated production team and is usually completed within 3 – 10 business days.
The above times are a guide only and can change depending on our workload at the time you place an order. Please note when an order is paid via bank transfer it is not started until the funds have cleared in our account
This above times do not include shipping/delivery once an order leaves our workshop. All orders are shipped from Newcastle, NSW.
If you place an order that is required urgently, please contact us via phone or email so we can advise of our current stock levels and whether or not an order can leave promptly.
CAN YOU DELIVER TO A PO BOX ADDRESS?
Yes, we can deliver to a PO Box address, however a physical street address is the preferred delivery.
DO YOU SHIP INTERNATIONALLY? HOW MUCH DOES IT COST?
Yes we do ship internationally and have a number of options available. To determine the cost, enter the required details (Country, State, City, and ZIP/Post Code) in the Calculate Shipping section within the Shopping Cart and then select your preferred method within the Shipping and Handling field to obtain the cost.
HOW LONG WILL MY ORDER TAKE VIA AUSTRALIA POST?
The below information is to be used as a guide for domestic/national orders only. Once your item has been dispatched it is in the hands of Australia Post and we cannot guarantee delivery dates/times.
|Service||Destination||Estimated Delivery Time|
|Australia Post Express||Australian Capital Cities||1 – 2 business days from dispatch|
|Australia Post Standard – regular parcel post||
Australian Capital Cities
|2 – 4 business days from dispatch|
|Australia Post Standard – regular parcel post||
Outside Capital Cities
|3 – 10 business days from dispatch|
The service (regular parcel post or express) is determined by you when placing an order.
HOW DO I CHANGE MY ACCOUNT DETAILS ON YOUR WEBSITE?
If you already have a registered account you can change your details or password, once logged in, by clicking on ‘Edit Account’ or ‘My Addresses’ on the left side of the page. Be sure to SAVE your changes once you have entered the new details.
NEED SOME ADVICE…
We are here to help and pride ourselves on our personal customer service! We have experience in brand presentation and would love the opportunity to work with you putting together a range of different options so you can present beautiful custom products to your customers.
We are passionate about creating that special gift or memorable item to be cherished in years to come and if you cannot see that special something you are after please contact us and we will see what we can do.
If you can’t find your question here please email us at firstname.lastname@example.org and we will get back to you as soon as we can.