Shipping, Delivery & Local Pickup Policy

Last updated: September 2026

At Customised By Evoque Studios, many of our products are personalised and made to order. Please allow time for your order to be designed, created, checked and prepared before it is shipped or ready for collection.

ORDER PROCESSING

Processing times may vary depending on the product, level of personalisation, order quantity and current workload.

Any estimated processing time provided on a product page, during correspondence or in your order confirmation is separate from the delivery timeframe.

If you require your order by a particular date, please contact us before placing your order. We will let you know whether your requested timeframe can reasonably be accommodated. Selecting express delivery does not shorten the time required to create your order.

During busy periods, including Christmas and other seasonal events, processing may take longer than usual.

SHIPPING OPTIONS

Available shipping methods, costs and estimated delivery timeframes will be displayed at checkout based on your order and delivery address.

Where tracking is included, tracking information will be sent to the email address provided with your order once your parcel has been dispatched.

Delivery timeframes are estimates provided by the delivery carrier and may be affected by weekends, public holidays, peak periods, weather, service disruptions and other circumstances outside our reasonable control.

EXPRESS DELIVERY

Express delivery provides a faster delivery service after your order has been completed and dispatched.

Express delivery does not place your order ahead of other orders and does not reduce the production or personalisation time unless a separate priority service has been agreed to in writing.

DELIVERY ADDRESSES

Please check that your name, email address and delivery address are entered correctly before submitting your order.

Customised By Evoque Studios is not responsible for delays caused by incomplete or incorrect delivery information supplied by the customer.

If an order is returned because an incorrect or incomplete address was provided, additional postage charges may apply before the parcel can be resent. We will contact you before arranging redelivery.

TRACKING AND DELIVERY DELAYS

Once your order has been dispatched, you may use the tracking information provided to follow its delivery progress.

If your parcel is delayed, please check the tracking information first. If there has been no update for an extended period or you believe your parcel may be lost, contact us at info@customisedbyevoquestudios.com.au and we will assist with an enquiry through the delivery carrier.

We cannot guarantee delivery on a specific date unless this has been expressly agreed to in writing.

DAMAGED, MISSING OR INCORRECT ORDERS

Please inspect your order as soon as it arrives.

If your order arrives damaged, contains an incorrect item or is missing an item, please contact us as soon as reasonably possible at info@customisedbyevoquestudios.com.au.

Please include:

• Your name and order number
• A description of the issue
• Clear photographs of the product and packaging, where relevant

We will review the matter and work with you to provide an appropriate solution.

Nothing in this policy limits or excludes any rights or remedies available under the Australian Consumer Law.

LOCAL PICKUP

Local pickup is available in Sydney by prior arrangement.

You will be contacted when your order is complete and ready for collection. Please wait until you receive confirmation before attending the pickup location.

The collection address and any pickup instructions will be provided directly to you. Pickup is by arrangement only, and we are unable to accommodate unannounced collections.

If you are unable to collect at the arranged time, please contact us to arrange another suitable time.

UNCOLLECTED ORDERS

If a local pickup order remains uncollected, we will make reasonable attempts to contact you using the details provided with your order.

If you would prefer the order to be posted, shipping charges will apply and must be paid before dispatch.

COMBINING ORDERS

If you place separate orders and would like them shipped together, please contact us as soon as possible.

We will try to accommodate your request where practical, but we cannot guarantee that separate orders can be combined once production or packing has commenced.

CONTACT US

If you have any questions about processing, shipping, delivery or local pickup, please contact:

Customised By Evoque Studios
Email: info@customisedbyevoquestudios.com.au
Location: Sydney, NSW, Australia