FAQ – FP Design

Frequently Asked Questions (FAQ)

Ordering & Personalisation

How do I personalise my order?
Each product will have a personalisation box where you can enter names, dates, or wording. Please double-check spelling before placing your order, as we copy exactly what is submitted.

Can I see a preview before my item is made?
For some custom orders, a preview can be provided on request. If you'd like one, please leave a note at checkout or contact us after ordering.

Can I request a completely custom design?
Absolutely! Head over to our Custom Orders page or contact us to bring your idea to life.

Processing & Shipping

How long will my order take?
Many items are made or personalised to order. Processing and production times vary by product, quantity and personalisation. Please refer to the estimate on the product page. Production time is separate from shipping time, which starts after dispatch.

How long does shipping take?
Delivery times depend on your location and the shipping service selected. Any delivery estimate shown at checkout or supplied by the carrier starts after dispatch and does not include production time. Delivery estimates are not guaranteed and carrier delays may occur.

Do you offer local pickup?
Unfortunately, local pickup is not an option currently. It may be something we might offer in the future.

Returns, Refunds & Changes

Can I return or exchange my item?
Due to the personalised nature of our products, we do not accept returns or exchanges unless the item is faulty or incorrectly produced by us.

What if I made a mistake in my order?
Please contact us as soon as possible. If production hasn’t started, we’ll do our best to update your order.

What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery with your order number, a description of the issue and, where possible, clear photos of the item and packaging. This helps us assess the issue promptly. We will arrange an appropriate remedy in line with our Refund & Returns Policy. This requested reporting timeframe does not affect your rights under Australian Consumer Law.