Frequently Asked Questions

HOW LONG TILL I RECEIVE MY ITEM?
We advise to allow 3-4 weeks for your item to made and shipped.  You will receive an email advising when your order has been shipped. Generally orders are sent a lot faster than this, however during our peak periods wait times will be at the maximum.

As most items are shipped via Aust post, this can take anywhere from 2-10 working days depending where you are located in Australia. 

If you need your order sooner, please ensure you select Rush My Order. This will ensure your order to put to the front of the queue and will be processed in 5 business days. Please note this does not mean your order will be sent via express post, if you require express post, you will need to select this option. 

WHAT ARE YOUR SHIPPING OPTIONS?

With most items they are sent via letter mail with Aust Post, you have the option at checkout to select untracked postage, please note no tracking number is provided and once posted we are unable to follow up where your item is. As always, its best to select tracked postage at checkout, this allows you to keep an eye on the whereabouts of your item. Express post is also available, please note this doesn't speed up the making of your product, simply moves it through the postal service quicker. 

We will always notify you once your order has been sent via the same email address you used when you placed the order.

I'VE PLACED AN ORDER AND WANT TO ADD AN EXTRA ITEM
We're so glad you love our items. Please email us nameitcustomdecor@gmail.com, we will advise if its possible and provide you with a free shipping code to combine your postage.

I'VE NOTICED YOU ARE LOCATED IN ADELAIDE, CAN I PICK MY ORDER UP?
We are an online store and work from our home workshop in Adelaide. If you want to save on shipping and pick your order up, please contact us prior to placing your order and we can let know if its possible.

CAN I CANCEL MY ORDER ONCE I'VE PLACED IT?
Once your have placed your order, we are unable to cancel it. Please ensure you read through all product descriptions clearly before you place your order. There are strictly no refunds on AFTERPAY orders placed.

MY ORDER HAS ARRIVED BROKEN, WHAT CAN BE DONE?
Oh no. We are sorry to hear the postie has been a little rough with your package. Please contact us within 24 hours of your order being received, along with photos of the item in it's original packaging. We will then contact the appropriate shipping carrier to lodge an investigation.  If a replacement is warranted, this will be shipped in the same shipping method you selected on your original order. 

I'VE RECEIVED A NOTIFICATION MY ORDER HAS BEEN SHIPPED BUT IT HASN'T ARRIVED?
As we use Aust Post for most orders, it can take between 2-7 business days to reach you, sometimes longer during peak times such as Christmas. We post from our workshop in metro Adelaide. If you have selected tracking then you should be able to view its whereabouts with the tracking information sent to you once we posted your item, if your unable to locate the tracking information, please get in contact and our team will do our best to locate your parcel. If you didnt select a tracked shipping option at checkout, we are unable to locate the exacts whereabouts of your item. Please note, orders placed without tracking and do not arrive, are not able to be replaced/refunded. Once its leaves our hands, its up to Aust Post to get your parcel to you. Having the correct level of tracking will assist with you getting your order.

MY ORDER HAS BEEN RETURNED TO SENDER, WHAT DO I DO?
Oh thats annoying! We do find that most of the parcels returned to sender are due to incorrect address details entered at time of placing your order. If a parcel is received back via return to sender, you'll need to pay for shipping again to have your item redelivered. We will contact you if we do receive your order back via return to sender.

I'VE RECEIVED MY ORDER BUT IT'S NOT WHAT I EXPECTED
We are sorry to hear that. Please send us email so we can work with you to resolve your concerns. If a refund is deemed appropriate the goods will need to be shipped back to Name It Custom Decor, at your expense, before a refund is processed.

I WANT TO ORDER SOMETHING NOT ON YOUR WEBSITE, CAN YOU HELP?

Yes absolutely. We love custom requests, please get in touch and we can chat about your design.

Please note our products are for decorative purposes only and should be kept out of reach of children.