Frequently Asked Questions

Payment Info:

What types of payment methods do you accept?
Payment can be made by credit card (VISA or MasterCard) via Paypal, or with afterpay for orders over $50.

When you choose to pay with PayPal, you will be redirected to the PayPal login screen where you can either log into your existing PayPal account, or sign up as a new PayPal user.

Delivery Info:

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What is Flat Rate Delivery?
We charge a flat rate of either $12.95 or $16.95 (bulky goods) to ship orders of up to 1kg in cubic weight anywhere in Australia. A shipping surcharge maybe charged for regional or remote areas for orders over 1kg. If a shipping surcharge is applicable we will contact you. If after being advised of the shipping cost you wish to cancel your order we will refund your payment immediately. This excludes corporate and bulk orders which we will quote at time of ordering.

What is your delivery time frame?
As the majority of our gifts and keepsakes require personalistion we require time to allow our talented artists to hand write in glitter calligraphy. We endeavour for all orders to leave our warehouse within 3 business days. During our busiest time of year, in November and December, we may need to extend the timeframe for personalised items leaving our warehouse, please refer to the header of our website for current shipping timeframe for personalised items. We appreciate your patience during this time and will notify you as soon as your order has been shipped.

For Australian orders, our delivery is subject to Australia Post and our courier partners delivery schedules. The Gifts and Keepsakes Shipping Notification email is your confirmation that your parcel has been dispatched from the Gifts and Keepsakes studio in Sydney.

Should you require a faster delivery you can choose our Express Service delivery option. This service ensures that your order will moved to the head of the queue and we will ship select the quickest delivery service to your area.

What method of delivery do you use?
We use Australia Post and Aramex for delivery of orders being posted within Australia and International Air Mail for overseas deliveries.

Do you deliver overseas?
We can send goods in any country that is within Australia Post’s International network. Our international orders are sent using Australia Post Air Mail service. To view postage times for countries visit Australia Post's International Post Guide

Can I specify exactly when and where I want my package dropped off?
Unfortunately, we cannot guarantee the couriers for either Australia Post or Aramex will deliver your items to a specific location on your property if you are not home to take delivery, nor can we tell them what time to make your delivery. You will have the option to ask them to “Leave if no-one is at home” and the driver will decide on the best location for your order to be left. You are welcome to have your order delivered to your workplace if you would prefer.

Secure Shopping & Privacy Info:

Is the website secure?
When purchasing from Gifts and Keepsakes your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support centre on info@giftsandkeepsakes.com.au

Do you share my personal information?
Gifts and Keepsakes understands that the information you provide to us is private and confidential. We will not pass on any information obtained either via the website or through customer generated sales and enquiries via email, phone, fax or mail to third parties. Information is never shared or sold to any other company.

General info:

How far in advance should I place my order for Christmas?
Due to the high volume of orders we receive over the Christmas period we advise that you place your order as far in advance as possible. Feel free to contact us if you would more information.

How do I place an order for more than 10 personalised items?
Free easy ordering of large orders call us on 1300 72 47 10 or email support@giftsandkeepsakes.com.au and we will email you a spreadsheet to complete.

What happens if I give the incorrect details for personalised items?
It is your responsibility to ensure all text and order details are correct. Please check spelling carefully as we write exactly what you have provided. We do not take responsibility for your omissions or errors. Spelling and punctuation checks are your responsibility. If however you do notice an error, please contact us immediately, if the order has yet to be processed we will make any necessary changes.

What personalisation colour can I have?
We have a range of glitter and metallic colours to choose from depending on the product you order. You can choose the colour for personalisation in the dropdown when you order your product. Standard one colour glitter or metallic is included; there is additional charge for two tone, three tone glitter and rainbow glitter.

Refunds:

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What is your refund policy?
We offer a 7 day refund policy if the product you have received is not as shown on the website. Items must be returned within 7 days in their original packaging, unused and undamaged. Prior authorisation must be obtained before returning any goods.

Goods that are ordered incorrectly will not be refunded.

If you change your mind prior to the product order being completed & dispatched, or prior to any personalisation having been completed, please contact us, and if possible we will cancel your order. Cancellations will only be accepted by email to support@giftsandkeepsakes.com.au. Shipping charges are not refundable.

What if my gift or keepsake arrives broken?
We pack all our treasures with care and love but sometimes that is not enough. If any part of your order is damaged please take a photo and email it to support@giftsandkeepsakes.com.au with your order number and we will resend new items at no charge.

Contact Details:

How can I contact you?
You can contact us via email, phone or mail.

Email: Complete and submit our enquiry form.
Emails are checked 7 days per week and will be responded to within 24 hours.

Phone: 1300 72 47 10

Postal and Studio Address:
Gifts and Keepsakes
Unit 2, 17 Heald Road
Ingleburn NSW 2565