RETURNS & REFUNDS POLICY

Last updated: 23 September 2026

At Customised By Evoque Studios, many of our products are personalised, custom-designed or made to order. Please review all names, wording, dates, colours, sizes and other personalisation details carefully before submitting your order.

Personalised and Made-to-Order Products

Because personalised and custom-made products are created specifically for you, we do not accept returns, exchanges or refunds for change of mind.

This includes situations where:

• You no longer require the product

• You selected the wrong colour, size, style or design

• Incorrect spelling, wording, dates or other details were supplied with the order

• The finished product matches the approved design or information provided

This does not affect your rights under Australian Consumer Law.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Changes or cancellations may be accepted if production has not yet commenced. Once designing, printing, cutting, manufacturing or personalisation has begun, the order generally cannot be changed or cancelled.

If we agree to make changes after production has commenced, additional design, material or production charges may apply.

Customer-Supplied Information

Customers are responsible for checking all personalisation details before submitting an order, including:

• Names and spelling

• Dates, ages and numbers

• Wording and punctuation

• Product size and dimensions

• Colours, fonts, themes and design preferences

• Event and required-by dates

If a proof is provided, production will begin after approval. Approval confirms that the design and supplied information are correct.

If an item is produced correctly using information supplied or approved by the customer, replacement or remake costs may apply.

Colours and Handmade Variations

Colours may appear slightly different depending on lighting, photography, screen settings, materials and production methods.

As our products are custom-made and individually finished, minor variations may occur between products. Small layer lines or other characteristics associated with 3D printing may also be visible.

These variations are part of the production process and are not generally considered faults where the product remains consistent with its description and intended use.

Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged, materially different from its description, or different from what you ordered, please contact us as soon as possible—ideally within 48 hours of delivery—at info@customisedbyevoquestudios.com.au.

Please include:

• Your name and order number

• A description of the issue

• Clear photographs of the product

• Photographs of the packaging if the item was damaged during delivery

The 48-hour request helps us investigate delivery damage promptly, but it does not limit any rights you may have under Australian Consumer Law.

Please do not return an item before contacting us. We will provide return or disposal instructions where required.

Remedies Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a minor problem, we may offer an appropriate remedy such as a repair, remake or replacement within a reasonable time.

If a product has a major problem, you may be entitled to choose a replacement or refund in accordance with Australian Consumer Law.

Where applicable, we will cover reasonable return costs for products confirmed to be faulty, damaged, incorrect or otherwise not compliant with consumer guarantees.

Misuse and Accidental Damage

We are not required to provide a remedy where damage was caused by:

• Misuse or failure to follow supplied care instructions

• Incorrect handling, installation or storage

• Normal wear and tear

• Alterations made after delivery

• Damage caused by another person or service provider

Shipping Delays and Event Dates

Production and delivery timeframes are estimates unless we have expressly agreed to a specific completion or delivery date.

Express shipping shortens the carrier’s delivery timeframe after dispatch; it does not shorten the production period unless a priority service has been separately agreed upon.

Customers should allow sufficient production and delivery time when ordering for an event. Please contact us before ordering if you have a firm required-by date.

Nothing in this section limits your rights where an order is not supplied within an agreed or reasonable timeframe under Australian Consumer Law.

Refund Processing

Approved refunds will be returned to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Original delivery charges will be refunded where required under Australian Consumer Law.

Contact Us

For questions about an order, cancellation, return or refund, please contact:

Customised By Evoque Studios

Email: info@customisedbyevoquestudios.com.au

Location: Sydney, NSW, Australia