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FAQs

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How do Gift Cards work?

E-gift cards are emailed to the recipient and can be redeemed in the shopping cart by entering the gift card code.

What happens after I purchase?

Your order will go through several steps to ensure you receive the best possible product:

  • After you have placed your order you will receive an automatically generated email confirming your order.
  • One of our graphic designers will then see the info you have specified on your order and prepare some artwork for your review
  • You will then have a chance to review your order and approve or request amendments (amendments are unlimited).
  • Once you have approved your artwork it will be sent to our production team.
  • Once production has been completed you will be emailed a notification that your order has been dispatched and you will be provided with your tracking number.

Do you offer wholesale?

At present we do not offer our products wholesale.


Shipping

How long will my order take to be made?

Production time varies by the production process used and takes into account drying time for printed and painted products and the complexity of production. Estimates of production times are provided below, but more accurate production times can be found on the individual product page:

  • Stock Orders: Dispatched next business day
  • Engraved Products: 5-10 working days
  • Printed Products: 10-15 working days

Please let us know if you need your order urgently and we will let you know if we can meet your deadline. In 99% of cases the answer is yes.

What happens if my order is damaged in transit?

We send out over a thousand products a week, much of which is glass. Given this we have perfected our packaging procedure and as a result have very minimal breakages. If your order is broken in transit, and you used a shipping method that included insurance, simply send us a photo of the broken product and we will organise a replacement. Please note you have six weeks from the date your order is received to contact us regarding any damage in transit, after which Personalised Favours is no longer responsible for any damage.


How does Rush Production work?

For an additional charge you are able to purchase rush production, this will move you to the the top of the queue. For items where Rush Production is available we will attempt to have your order dispatched within 1 business day and will also send your parcel via express.

Rush production turn around times assume that artwork is approved within 1 business day of the order being received. Any delay in approving of artwork will result in a delay of the order being sent.

Please also note that delivery estimates, are only estimates and are impacted by several factors that are out of our control and therefore should not be treated as a guarantee. Our current on time delivery rate is 98.87%.

All items are shipped via USPS and the prices shown on the website include applicable duties & tariffs. 

Delivery generally takes between 5-10 business days. It can take longer to regional areas.

All orders are sent by USPS from our Sydney factory, with tracking included. Express post is available. The cost of shipping is calculated at the checkout based on the delivery address.

Unfortunately at this time we only ship within the USA.

Personalized Favors is currently an online only business and we do not allow customers to pick up their order.

Our state of the art production facility is located an hour North of Sydney in Australia. All items are dispatched daily from our production facility via USPS and arrive in the USA within 1 business day before being distributed via USPS priority mail service.


Payment

All prices are in USD.

No taxes are charged on any orders.

We accept PayPal, Visa and Mastercard.

Artwork

Can I make changes to your artwork options?

You certainly can. We create all our artwork in-house so we are completely flexible with all our artwork options. If you like an aspect of one artwork option and want it combined with a different artwork option we are more than happy to do that for you. All artwork is free of charge. Simply include the request with your other details when you add the item to your cart and our graphic designer will see it when they are preparing your artwork.

I have my own artwork, can I use that instead?

You certainly can. Simply send through your design to hello@personalizedfavors.com and we will use it when your artwork is prepared for review. All artwork is free of charge.

Will I be sent artwork to approve before my order is sent to production?

Depending on the product and the artwork selected. We are excited to offer dynamic imaging on many of our products, meaning you can preview your artwork onsite at the time of purchase. For products that don't feature onsite design or if you select the Custom artwork option a professionally prepared artproof is created. This will be emailed and sent via SMS to you for you to review and either approve or request amendments. You are able to request unlimited amendments until you are 100% happy with the artwork.

Yes you are able to purchase a sample. Each sample is $15 + $14.95 freight. The cost of the sample is $15 as there are setup and artwork costs involved in creating a single item. Each additional sample is $7.50.

Ordering

What happens after you order?

🛒 Order Placed → ✅ Artwork Approval → 🏭 Production (1-3 Business Days) → 📦 Dispatch

Most personalised orders are made and dispatched within 1-3 business days after artwork approval.

How long will my order take to be made?

Current production times are:

  • Stock products: Dispatched next business day
  • Engraved products: 1-3 business days
  • Embroidered products: 1-3 business days
  • Printed products: 1-3 business days

Please note these are general estimates. The most accurate production timeframe can always be found on the individual product page.

Need your order urgently? 👀 We offer Rush Production on many products. If you have a specific deadline, please contact our friendly team before ordering.

How does the ordering process work?

We make the personalisation process simple and stress-free.

  1. Place your order online.
  2. If artwork approval is required, our design team will prepare your artwork proof.
  3. Review your proof and approve it or request changes.
  4. Once approved, your order moves into production.
  5. Your personalised item is carefully made in our West Gosford factory.
  6. You'll receive a dispatch email and tracking details once your order is on its way.
How does rush production work?

Rush Production moves your order to the front of the queue. 🏃💨

Where available, we'll aim to dispatch your order within 1 business day and send it via Express Post.

Please note that Rush Production turnaround times assume artwork approvals are completed promptly. Delays in approving artwork may impact dispatch times.

How does the personalisation process work?

Every personalised item is customised in-house by our team. 

Depending on the product, you may be able to preview your design instantly online. For products requiring artwork preparation, our graphic designers will create a professional artwork proof for your approval before production begins.

You'll have the opportunity to review the design and request changes if required.

Will I receive an artwork proof before production?

Many of our products feature live previews that allow you to see your design before purchasing. 

For products that require artwork preparation or custom artwork, a professionally prepared artwork proof will be emailed and sent via SMS for approval before production begins.

How long does it take to receive my artwork proof?

Most artwork proofs are prepared within 1 business day of placing your order. 

You'll receive your proof via email and SMS with instructions on how to approve it or request amendments.

Can I make changes to your artwork designs?

Absolutely. 👍

All artwork is prepared in-house by our graphic design team. If you'd like to combine elements from different designs or make changes to an existing artwork option, we're happy to help.

Simply include your requirements when placing your order.

Can I use my own artwork, logo or design?

Yes. 😊

You can supply your own logo, artwork, drawing or design. Simply upload your artwork where available or email it to our team after placing your order: 

hello@personalisedfavours.com.au

Our designers will prepare it for production and provide an artwork proof where required.

How many artwork changes can I request?

Unlimited. 🎉

We want you to be completely happy with your design. You can request as many changes as needed before approving your artwork for production.

Do you offer samples?

Yes. 💌

For many products we can provide a personalised sample so you can see the quality and finish before placing a larger order.

Sample pricing starts from $15 including postage. Please contact our team for availability and pricing.

Where are your products made?

All personalisation is completed in-house at our factory in West Gosford, NSW.

We use professional laser engraving, embroidery and printing equipment to create each order locally.

Do you offer free personalisation?

Yes. 🙌

Personalisation and artwork preparation are included on most products at no additional charge.

Do you have a showroom?

Yes. 🎁

You're welcome to visit our showroom in West Gosford between 8:30am and 5:00pm Monday to Friday. No appointment is necessary.

Delivery

How much does delivery cost?

We offer FREE standard delivery within Australia and New Zealand on orders over $100.

Orders under $100 incur a flat-rate shipping fee. Shipping costs are displayed during checkout before payment.

Do you ship internationally?

Yes. ✈️

We proudly ship to more than 30 countries worldwide.

Estimated delivery times:

Standard International: 5-10 business days
Express International: 3-6 business days

Please note international customers may be responsible for customs duties, taxes or import fees charged by their country.

Can I pick up my order?

Yes. 📦

Orders can be collected from our West Gosford showroom. Simply select pickup or contact our team and we'll notify you when your order is ready.

Can you deliver to PO Boxes and Parcel Lockers?

Absolutely. 📫

We can deliver to residential addresses, business addresses, PO Boxes and Parcel Lockers.

What happens if my order is damaged in transit?

While damage is extremely rare, if your order arrives damaged and you selected an insured shipping method, simply send us a photo of the damaged item.

We'll organise a replacement as quickly as possible. 

Damage claims must be reported within two weeks of delivery.

What's the difference between insured and uninsured shipping?

Insured shipping provides peace of mind that your order is protected during transit. ✅️

If your insured parcel is damaged, we'll replace the affected item at our expense. Uninsured shipping does not include this protection.

Payments

What payment methods do you accept?

We accept:

✔ Visa
✔ Mastercard
✔ PayPal
✔ Afterpay
✔ Klarna
✔ Direct Deposit (Australian customers only)

All payments are processed securely.

Do you offer Afterpay and Klarna?

Yes. 🛒

Both Afterpay and Klarna allow you to split your purchase into interest-free instalments while receiving your order straight away.

Will I be charged GST or import taxes?

Australian prices include GST.

International orders are sold exclusive of Australian GST and may be subject to customs duties, taxes or import fees charged by your country.

How do gift cards work?

Our e-gift cards are delivered by email and can be redeemed online by entering the gift card code during checkout.

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