TERMS AND CONDITIONS
Last updated: 25 September 2026
These Terms and Conditions apply to purchases, custom orders and other transactions with Customised By Evoque Studios.
By placing an order through our website, submitting a custom-order request or accepting a quote, you agree to these Terms and Conditions.
ABOUT US
Customised By Evoque Studios is an Australian small business based in Sydney, New South Wales. We create personalised gifts, keepsakes, cake toppers, plaques, signage, decals, party-favour boxes and 3D-printed products.
Contact email: info@customisedbyevoquestudios.com.au
PRODUCT INFORMATION
We make reasonable efforts to ensure that product descriptions, photographs, measurements, colours, prices and other information displayed on our website are accurate.
Because many of our products are handmade, personalised or produced using 3D printing, minor variations may occur between the product received and photographs or digital examples shown on our website.
These variations may include minor differences in colour, texture, finish, layer lines, positioning, dimensions or material appearance. Reasonable variations of this nature are not generally considered faults.
Colours may also appear differently depending on lighting, photography and individual screen settings.
PERSONALISED AND CUSTOM ORDERS
Customers are responsible for providing complete and accurate personalisation information when placing an order.
This includes names, spelling, dates, ages, wording, measurements, colours, themes, design instructions and any other details required to complete the product.
Please carefully check all information before submitting your order. Customised By Evoque Studios is not responsible for errors contained in information supplied or approved by the customer.
If we make an error that differs from the information correctly provided and approved by you, please contact us so we can assess and resolve the issue in accordance with Australian Consumer Law.
DESIGN PROOFS AND APPROVALS
Where a digital proof is provided, you are responsible for reviewing all elements of the design before approving it.
Please check:
• Names and spelling
• Dates, ages and other wording
• Colours and design selections
• Layout and positioning
• Sizes and measurements, where applicable
Production may begin once the design has been approved.
Changes requested after approval or after production has commenced may not be possible and may incur an additional design, material or production charge.
If you do not respond to a proof or information request, your order may be delayed. We are not responsible for a missed requested date where production could not proceed because required information or approval was not received.
CUSTOMER SUPPLIED CONTENT
You may provide photographs, logos, names, wording, artwork, invitations or other material for use in a personalised product.
By supplying this material, you confirm that:
• You own the material or have permission to use it
• You have permission to provide any personal information or photographs relating to another person
• Our use of the material for your order will not infringe another person’s intellectual-property, privacy or other legal rights
• The material is not unlawful, offensive, discriminatory or otherwise inappropriate
We may decline an order where we reasonably believe the supplied material is unlawful, inappropriate or may infringe another person’s rights.
DESIGN OWNERSHIP
Unless otherwise agreed in writing, original designs, layouts, illustrations, templates, product concepts, digital mock-ups and other creative work developed by Customised By Evoque Studios remain our intellectual property.
Purchasing a physical product does not transfer ownership of the underlying design or digital production files.
Products are supplied for personal use unless commercial use has been expressly agreed in writing. Designs may not be copied, reproduced, resold, distributed or used commercially without permission.
ORDER ACCEPTANCE
Submitting an order or payment does not automatically require us to accept an order.
We may decline or cancel an order where:
• Required information is incomplete
• The requested product cannot be produced safely or practically
• Materials are unavailable
• The request may infringe another person’s rights
• A pricing or product-listing error has occurred
• We reasonably suspect fraudulent or unauthorised activity
• The order contains unlawful or inappropriate material
If we cancel an order after payment has been received and production has not commenced, the amount paid for the cancelled item will be refunded.
PRICES AND PAYMENT
All prices are displayed in Australian dollars unless otherwise stated.
Any applicable delivery charges, optional upgrades or additional customisation charges will be displayed or communicated before the order is finalised.
Full payment is generally required before production begins unless another arrangement has been confirmed in writing.
Payments made through our website are processed by the payment provider available at checkout. We do not generally receive or store your complete card or payment-account details.
Prices may change without notice. A price change will not affect an order that has already been accepted and paid for, except where an obvious pricing error has occurred and we contact you before production begins.
CUSTOM QUOTES
Quotes are based on the information available when the quote is prepared.
A quote may be revised if the requested size, design, quantity, materials, timeframe or scope changes, or if additional requirements become apparent.
Unless stated otherwise, a quote remains valid for 14 days and does not secure a production position until the order and required payment have been received.
PRODUCTION TIMEFRAMES
Production timeframes are estimates and may vary depending on the product, order quantity, design complexity, material availability and current workload.
Production time does not include postage or delivery time.
If your order is required for a particular event, you must provide the event date when ordering. Providing an event date does not guarantee delivery by that date unless we have expressly confirmed the timeframe in writing.
Priority or urgent production may be available for an additional charge, subject to our capacity and written confirmation.
ORDER CHANGES
Please contact us as soon as possible if you need to change an order.
Changes are subject to our approval and may result in additional charges or an updated production timeframe.
Once materials have been ordered, a design has been approved or production has commenced, changes may not be possible.
CANCELLATIONS
You may request to cancel an order by contacting us at info@customisedbyevoquestudios.com.au.
If production has not commenced and materials have not been specially ordered, we may approve the cancellation and provide a refund, less any reasonable non-recoverable costs already incurred.
Once a personalised design has been prepared, special materials have been ordered or production has commenced, the order generally cannot be cancelled or refunded for change of mind.
Nothing in this section limits any rights or remedies available under Australian Consumer Law.
CHANGE-OF-MIND RETURNS
Because our products are made or personalised specifically for each customer, we do not normally accept returns, exchanges or refunds for change of mind.
This includes circumstances where a customer:
• Changes their mind after ordering
• No longer requires the product
• Selects an incorrect colour, size or design
• Provides incorrect personalisation details
• Finds a similar product elsewhere
• Does not collect an order within the agreed timeframe
This change-of-mind policy does not exclude your rights where a product is faulty, damaged, significantly different from its description or otherwise fails to meet a consumer guarantee.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
If you believe an item is faulty, damaged or incorrect, please contact us as soon as reasonably possible at info@customisedbyevoquestudios.com.au.
Please provide:
• Your name and order number
• A description of the issue
• Clear photographs showing the product and the issue
• Photographs of the packaging if the item was damaged during delivery
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.
We may ask you to retain or return the product so the issue can be assessed. Where a return is required for a product that does not meet a consumer guarantee, reasonable return arrangements will be provided in accordance with applicable law.
DELIVERY
Delivery timeframes are estimates and commence after production has been completed.
We are not responsible for delays caused by postal or courier providers, severe weather, service interruptions, incorrect delivery details or other circumstances outside our reasonable control. However, we will provide reasonable assistance where a delivery issue occurs.
Customers are responsible for entering a complete and accurate delivery address.
If an order is returned because an incorrect or incomplete address was supplied, the customer may be required to pay the cost of redelivery.
Any postage or courier tracking information provided should be retained until the order has been received.
EXPRESS DELIVERY
Express delivery refers to the delivery service used after production is complete. It does not automatically include priority production.
If you require both urgent production and express delivery, please contact us before ordering so we can confirm whether your requested timeframe can reasonably be met.
LOCAL PICKUP
Local pickup may be available where shown at checkout or confirmed with us.
We will contact you when your order is ready and provide the relevant collection details.
Please do not attend the collection location until you have received confirmation that your order is ready.
Orders must be collected within the agreed timeframe. If you cannot collect your order as arranged, please contact us to organise another suitable time.
PRODUCT CARE AND SAFETY
Customers are responsible for following any product-care or safety instructions supplied with an item.
Unless expressly described otherwise, decorative products are not toys and should be kept away from babies and young children.
Products containing small parts, stakes, sharp ends, magnets, hanging components or detachable decorations must be used and stored carefully and kept out of reach of children where appropriate.
Cake toppers and decorative food accessories are not edible. Only the designated food-safe portion, where applicable, should come into contact with food.
Products should be kept away from excessive heat, open flames and prolonged exposure to moisture unless expressly stated to be suitable for those conditions.
Customers are responsible for deciding whether a product is suitable for its intended location and use.
THREE DIMENSIONALLY PRINTED PRODUCTS
Minor layer lines, joining marks and other characteristics associated with 3D printing may be visible in finished products. These are normal characteristics of the manufacturing process and are not faults where they do not materially affect the product’s appearance or intended function.
3D-printed products may deform if exposed to excessive heat. They should not be left near open flames, heating appliances or inside a hot vehicle.
PRODUCT PHOTOGRAPHY
We may photograph completed products for business records, our portfolio, website or social-media content.
Where a product displays identifiable personal information, a customer-supplied photograph or sensitive content, we will seek permission before using that content publicly or take reasonable steps to conceal the identifying information.
You may ask us not to photograph or publish your order by contacting us before production is completed.
PROMOTIONS AND DISCOUNT CODES
Promotional offers and discount codes are subject to any additional conditions stated with the promotion.
Unless otherwise stated:
• Only one discount code may be used per order
• Discount codes cannot be applied retrospectively
• Discounts do not apply to delivery charges or previous purchases
• Promotions may be limited to selected products or dates
• Promotional offers cannot be exchanged for cash
We may withdraw or amend a promotion where reasonably necessary, including where an error, misuse or technical problem has occurred.
WEBSITE AVAILABILITY
We try to keep our website accurate, secure and available. However, we cannot guarantee that access will always be uninterrupted or error-free.
We may update, suspend or restrict parts of the website for maintenance, security or operational reasons.
THIRD-PARTY SERVICES
Our website may use or link to third-party services, including website hosting, payment processing, delivery and social-media platforms.
Those providers operate under their own terms and privacy policies. We are not responsible for the content or operation of an external website that we do not control.
EVENTS OUTSIDE OUR REASONABLE CONTROL
We will not be responsible for a delay or inability to perform an obligation caused by circumstances outside our reasonable control, such as natural disasters, severe weather, transport interruptions, power outages, equipment failure, supply shortages or government restrictions.
If this affects an order, we will contact you where reasonably possible and work with you to determine an appropriate next step.
AUSTRALIAN CONSUMER LAW
Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
Where our liability can lawfully be limited, it will be limited only to the extent permitted by law.
PRIVACY
Personal information is collected and handled in accordance with our Privacy Policy.
By placing an order, you consent to us using the information reasonably required to process, create, deliver and administer your order.
Our Privacy Policy is available through the footer of our website.
RETURNS AND REFUNDS POLICY
Our separate Returns, Refunds, Cancellations & Personalised Products Policy forms part of these Terms and Conditions.
If there is an inconsistency, your rights under Australian Consumer Law will continue to apply.
CHANGES TO THESE TERMS
We may update these Terms and Conditions when our products, services, website, suppliers or legal obligations change.
The version applying to an order will generally be the version published when the order was placed, unless a change is required by law or agreed with you.
The latest version will be published on our website with a revised “Last updated” date.
GOVERNING LAW
These Terms and Conditions are governed by the laws of New South Wales, Australia.
The parties submit to the jurisdiction of the courts and tribunals of New South Wales and any courts entitled to hear appeals from them.
CONTACT US
If you have questions about these Terms and Conditions or an order, please contact:
Customised By Evoque Studios
Email: info@customisedbyevoquestudios.com.au
Location: Sydney, NSW, Australia