FAQ

Can you design something for me from scratch?

Yes, we love a challenge and enjoy fulfilling your design requests

 

How long do laser cut orders usually take?

All custom products have a 4 week manufacturing time, Although at time can be less than a week. You are welcome to contact us before purchase to check on the current manufacturing times. We also offer priority processing and express post for a fee.

 

I need a cake topper for this weekend, how quickly can I get it?

We do have an express postage option. If you need your item urgently, please contact us 1st.

 

Do you sell your laser cut products wholesale?

Yes we do, please fill out a wholesale application

 

What timber and Acrylic options do you have?

We have a wide range of timber options available from MDF, Oak, and Maple to all colours in plain, mirror and glitter acrylics.

Pleas note that our timbers are 3 and 6mm for laser cutting.

Our Oak range is an MDF with an Oak veneer.

Our ply Range is light in colour

All other timbers are a laser cut blend

NONE of our timber is suitable for outdoor use straight from our laser. You would need to seek advice to seal the timber if exposed to weather

Acrylics can be used both indoors and out

 

Refunds/Cancelled Orders. Can i cancel an order?

If your item has not yet hit manufacture stage then we do offer refunds. Refunds are issued through the payment method. ALL refunds are subject to a 10% Admin fee.

Custom made/ Personalised items are NOT refundable after manufacture.

If your item has begun production we are not able to offer refunds.

If you receive an item that is significantly damaged (unfixable) or has a spelling mistake cause by us, we will remake and post at our cost. We reserve the right to request any damaged items be returned to us for inspection before a replacement is made. Items able to be repaired must be returned to us via packaging it was received in. any damaged caused by not returning the item safely is not covered by us.

We DO NOT refund for imperfections in materials. Our items are made from wood, appearance, grain and color can differ and have imperfections. these are not a fault.


Photo Engraved Range

How to choose a photo.

Choose a photo close up and as clear as possible. We require a hi res jpeg for best results. Your photo is sent to a graphic designer to have the background removed and you photo is then run through a sketch converter to get the result ready for engraving. The sketch converter picks up best on solid colours and changes in contrast. For best results please consider the following. For subjects dressed all in one colour please make sure the background in the photo is not to similar. For example, for someone dressed in all white the back ground needs to be dark so that the outline can be clearly captured. Subjects in long sleeve or full covered clothing may loose definition of arms and legs if the are not very clearly defined in the photo. Hair is also an important factor, if the subject has very dark hair against a very dark backdrop the engraving process will not be able to define the outline the same as someone with very light hair against white backgrounds which can leave subjects looking like they have no hair. Features such as very light eyebrows and skin blemishes such as freckles can also be lost in the conversion process. Unless a photo is to low res to convert to sketch we will engrave whatever photo you provide to us so please read above and consider this in your choice of photo. Due to our very large workload we are unable individually inspect each photo after the graphic design and conversion process, variations in results on end product is to be expected and unfortunately we do not offer refunds or exchanges on photo engraved items if the above conditions apply to your photo choice.

What if my item is lost or delayed by Australia Post

Once your order is completed you will receive an email with your tracking number so you can track your package. If your order has not arrived please contact us so we can follow up with Australia Post . In the event of a lost package (determined lost by Australia Post ) we will remake and resend or Refund your order. We reply heavily on Australia Post to deliver on time and unfortunately can not control delays in delivery and can not offer refunds on slow to arrive orders. We suggest you order in advance to reduce the risk of this happening.

Can I use your Santa Sleighs as a photo prop?

Our Santa sleighs are provided flat packed and slot together. They are not recommended to have weight placed in them unless they are suitably glued and secured with hardware.

 

PLEASE NOTE

Our oaks, black and white timbers are face coated only. This means that the back of your product will be raw MDF.

Our timbers contain natural patterns to them and sometimes contain marks, darker patches and knots. These are NOT considered faults.