~ What shipping carriers do you use?
Your awesome product(s) will be shipped to you using Australia Post .
~ I just received one part of my order but the other part is missing? Is it still coming?
We most certainly hope so!
If you have ordered items that are hard to package together without damaging one or the other we will always send them separately. Examples of this are candles and prints. These will always be sent separately. Other items include small and large prints. Smaller prints are on a thicker card and if rolled will cause lines to appear in the print, therefore we will send these separately.
If your items have been sent separately you will get separate tracking numbers.
If you feel like too much time has passed and your other item has been forgotten then by all means please email with your order ID number and item you are missing and we'll see what is going on - firstname.lastname@example.org
~ I feel that my item should have been shipped but I haven't received it yet.
Ok so the 'suggested' time has passed and you feel that your item should be on it's way to you but you haven't got an email from us, what should you do?
Firstly, you need to check that the email you used when your order was made is correct. If it is incorrect chances are your emails have not been getting to you.
Secondly, check your junk mail.
Thirdly, shoot us an email and ask for an update - email@example.com
~ I don’t live in Australia, do you ship overseas?
We sure do! We ship worldwide!
~ How long does shipping take?
If you are in Australia your item should arrive within 3-6 business days (this is after it has been produced and packaged). We use Australia Post.
Overseas peeps please allow up to 30 days for your item to arrive. This is hugely dependant on where you are in the world. We use Australia Post.
Australian residents - If you would like added protection you can add insurance to your item. This can be done at checkout.
Australian residents you can also add EXPRESS POSTAGE at checkout to ensure you get your item within 1-3 business days (this is after it has been produced and packaged).
Candles are automatically sent EXPRESS POST if you live in Australia. You do not need to add this at checkout. They will arrive within 1-3 business after they have been packaged.
When your order has been shipped you will receive an email confirmation from us stating it is on it's way and you will be given a tracking number so you can keep an eye on it.
Once your order is with Australia Post, we cannot take any responsibility for lost or damaged mail.
Please allow the shipping times stated above before contacting us about your order. If your order has not arrived after these times, try contacting Australia Post with the tracking number you received when your order was sent. If they are unable to help please contact us - firstname.lastname@example.org
~ Do you send orders to PO Boxes?
Yes we do!
I just placed my order for one of your awesome products. How long will it take to arrive?
Yay! Thanks so much for purchasing one of our sensational items for yourself or a loved on.
Time frames depend completely on the product you have ordered.
Products that are ready-made and require no designing are usually shipped in 2-4 days.
Other personalised products can take anywhere from 1-3 weeks, depending on the item. For example, items that require no approval like our Date Prints and Custom Letter Prints are sent straight to the printer and included in the next print/post run. Items such as those in our ALMA Series require more steps - transfer of images, design, approval, changes (if needed), print and post.
Items that are purchased for a particular occasion and fall into our peak periods (Mother’s Day, Father’s Day and Christmas) can take longer. Please consult our cutoff dates in FAQs and keep in mind these are our busiest times, especially if you require something designed and we need it approved before sending to print.
If your item needs to be printed our print run is twice weekly - 9am Monday and Wednesday. Items are then posted on Wednesdays and Fridays.
You will ALWAYS know when your order has been shipped because you will receive an email confirmation with a tracking number once it is on its way.
If you would like your order even quicker we suggest adding EXPRESS POSTAGE at checkout. This will ensure your item will arrive within 1-3 business days after it has been created (if applicable) and packaged.
SALES, PROMOTIONS & VOUCHERS
~ I placed an order yesterday and now see you are having a sale. Can you apply the sale code to my order?
Yep we know how you feel, it happens to us all the time. Sorry you have missed out but it does happen sometimes.
Unfortunately we cannot apply a sale code to an order that has already been placed.
We strongly suggest you become an ALMA VIP and join our mailing list. There is a box at the bottom of this page for you to put your email address in.
ALMA VIPs quite often get better deals than those advertised on social media channels and you are guaranteed to never miss out on a sale or promotion again.
~ How do I claim my gift voucher?
Congratulations, you were gifted an ALMA Gift Voucher!
The first thing you need to do is figure out what you would like to put your gift voucher towards. If it was for a certain item the decision has already been made for you.
Next you need to email us at email@example.com with the following information:
1. Your name
2. Gift voucher code (starts with GV.....)
3. What you would like to put your voucher towards (if applicable)
4. Postal address
We will get back to you shortly after with any additional information we require to fulfil your order.
REFUNDS AND EXCHANGES
~ Do you offer exchanges?
Unfortunately we cannot offer exchanges for change of mind or order mistakes.
We will replace an item if they are not as per order due to a fault on our behalf. Please email us at firstname.lastname@example.org with a photo showing us the fault along with your order name and order ID number.
When an item is incorrect due to the fault of a customer, replacements costs are on them.
If you have been given an ALMA Gift Voucher for a certain product but would like to use it for another product this is totally fine. If the new item costs more than the original, additional costs will need to be made by you.
~ Do you offer a refund?
Each case is unique and will be judged accordingly.
Unfortunately we cannot offer a refund for a change of mind or personalisation error made on your behalf.
If deemed appropriate a refund will only be given within 30 days of purchase date.
Please email us ASAP to discuss your reasoning with your order ID number.
Any refunds that are processed incur a $10 fee deducted to cover transfer fees our end.
PRODUCTS AND THEIR PRODUCTION
~ Where do I buy a frame from for my print?
Our print sizes are made to fit common ready-made frames that can be found in a variety of stores, making the framing process affordable for you.
There are a lot of places you can buy good frames from and the below sizes are becoming more and more common in variety stores but we recommend:
- A5, A4 and A3 sizes - Officeworks, Kmart and Spotlight.
- 50x50cm - Ikea 'Ribba' frame and the brand 'Uni Gift' found in a lot of stores 'like' The Reject Shop.
- 40x50cm, 50x70cm, 61x91cm - Ikea (Ribba, Mossebo, Silverhojden and Virserum frames) and Spotlight.
- 60x90cm - Kmart (Poster frames)
If you have purchased a custom sized print or you would like a unique frame made we recommend getting in contact with Forman Picture Framing. We can even send your print directly to them if that helps.
~ What’s the difference between a Ready-Made Product, a Personalised Product, and a Custom Designed Order?
Ready-Made Products are items from our store that require no personalisation or designing. They are literally ready to send. These include items such as our Mummy and Daddy Milestone Cards, our standard candles like our Exhaustipated Candle and standard prints like our Frankly My Dear print, etc.
The fabulous thing about these products is that they can be shipped pretty much straight away, after packaging has occurred. Keep in mind we ship twice weekly - Wednesdays and Fridays.
However, if you have a personalised product as well you will need to wait until this has been completed before your whole order is shipped out to you.
Personalised Products are items that we have a template for but are personalised for you depending on your instructions. These include items such as our Custom Letter prints, Date Print Range, SuperHero prints, Custom Definition Prints and Candles like our Loved Up candle.
These items take a few days to design and print before they can be shipped out to you.
PLEASE keep in mind we print twice weekly - 9am Monday and Wednesday and ship Wednesdays and Fridays.
Custom Designed Orders are products that require the most work behind the scenes but are worth the wait as they are AMAZING!
Items such as our ALMA Series involve quite a few steps:
- You need to upload your images
- We need to design your amazing print
- You need to approve
- Changes may or may not need to be made
Therefore, we like to say allow 1-3 weeks for the whole process. Need it quickly? Upload your images straight away and keep an eye on your emails so you can approve it straight away.
Other items include our Unique Custom prints and candles. These are completely started from scratch and involve us sending you options and you giving us the OK before it is printed. This is why these incur an additional fee as so much work is involved. These items are completely unique, hence the name.
~ What packaging do you use?
To make sure you receive your prints in the best possible condition care has been taken in the way in which we package them.
A5, A4 and A3 prints are posted flat with a cardboard backing in a plastic sleeve in a board-backed envelope.
Large Prints and Height Charts are carefully rolled and wrapped in paper, and posted to you in a cylinder.
Candles are placed in a box and carefully wrapped in bubble wrap to ensure they arrive safely. They are then placed in a parcel bag (Australia) or a cardboard box (outside of Australia).
~ My order arrived broken/bent, what should I do?
Oh no! We take extra special care to ensure our items arrive safely and securely. However, on very rare occasions it can be damaged on its way to you.
If you have received a broken or bent item please contact us via email ASAP email@example.com with your order ID number, name, photos of the damaged item (in it's original packaging) along with date and time of delivery.
This needs to be done within 48 hours of receiving your item so that we can make an insurance claim with the correct postal service.
In circumstances where a replacement is deemed appropriate, a replacement item will be sent after we've looked in the claim and gone through necessary procedures.
We strongly recommend taking out extra cover for peace of mind.
~ I made a spelling mistake with my order, can I change it?
Eeek! PLEASE contact us on 0424329992 ASAP and if we are able to catch it before it has been printed we will most certainly make the change for you.
However, if your item has already been sent to our printer and you have approved it OR we are going off the specifications you requested changes cannot be made.
We understand that these things happen and we are happy to reprint your item for you at a reduced cost from the initial payment made.
~ How do I look after the products I’ve bought from you?
We suggest your Print(s) and Height Chart(s) be kept out of direct sunlight for long periods of time as this will ensure fading doesn't occur.
Purchased a candle? Here's how you can look after it and you:
1. Create your memory. Did you know that candles have memories? The most important burn you will ever do with your candle is the first one. You must make sure that you let it burn right to the edges on the first burn. Otherwise, your candle may only ever burn as wide as it did the very first burn.
We also suggest placing items out of reach of children to ensure the best care for them and to ensure the safety of your child.
~ Do you print custom sizes? I have a frame already can you print to that size?
Yes we can! We can print pretty much any size on paper or canvas. Just shoot us an email and we'll send you a quote firstname.lastname@example.org
~ ALMA SERIES - I just purchased one, what do I do now?
The first thing you need to do is get your images to us.
Click here to download all the instructions and info you need.
If you are using WeTransfer to transfer your images to us and it was successful you will get an email notification from them informing you. However, if you have not received this your transfer was not successful which means we have not got your images.
If you are using DropBox please share your folder with us at email@example.com and label your folder with your order name and ID number.
Once you have successfully got your images to us PLEASE keep an eye on your emails for your proof. The email will come from firstname.lastname@example.org and it your print needs to be approved before it can be sent to print.
You have 3 months from the purchase date to get your images to us. Orders processed after the 3 month expiry date will incur a $30 storage and processing fee. This is non-negotiable.
~ Mother's Day
Please check back here at the start of 2018.
~ Father's Day
Please check back here at the start of 2018.
Our 2017 cutoff dates for guaranteed Christmas delivery for the following items are:
- Custom Prints - 9pm Sunday 10th December (AEDST).
- Images for any prints ordered in the ALMA Series must also be uploaded by this date and time too.
- Candles - 9pm Monday 18th December (AEDST).
You can still order after this date but we cannot guarantee it will arrive to you in time.