Frequently Asked Questions
Q. How long do orders normally take?
Pre-produced items usually ship next business day.
Our personalised products are made to order, our recommendation is for customers to allow up to 5-10 working days for your items to be created, sorted and posted. This refers to the time to make your order - before the Postman collects it - often it's much quicker than this.
We can let you know that most items in our range will be made and on their way to you within 5 business days. However, it really does depend on which type of product/s you've purchased and where we're at in our production schedule at the time. Your order could be shipped 2-3 days after you’ve placed it, or it could take up to 10 working days before it’s on its way to you.
SIGNAGE/CUSTOM REQUESTS/MATCHBOXES: Please note for signage/matchbox order and new custom items turnaround is approx. 2-3 weeks as we often have to order in material and these items take longer to design and produce.
When ordering matchboxes over 1000 units the turnaround is 4-6 weeks due to the machine set up and mass production timing.
If you're unsure about your order arriving in time for a special occasion, we're happy to help meet an achievable time frame whenever possible. We just need to know about it in advance, so feel free to shoot us an email and we'll let you know what's possible :)
Often we’ll be busy making your order and you may not hear from us until your order is produced and on it's way.
During a sale period, Father's Day, Mother's Day, Easter & Christmas our turnaround time may increase.
We understand you're excited and keen to get your order and thank you for your patience and for supporting our small handmade business.
Q. Do you provide proofs for custom orders?
We aim to turn custom baby name announcements and custom wooden items very quickly. We therefore do not send proofs for these items unless requested in your notes at checkout. Please note requesting a proof may delay your order.
Please provide your custom details 100% correct as we use the details provided to create your design.
We DO send proofs for some items such as business signage and our custom matches. You will be sent a proof over email within approximately one week. Please ensure to get back to us straight away for quickest production, delays in approval or if changes are required tot he art may delay your order.
Q. How long does shipping take?
Postage timing within Australia will depend on where you're located and which postage you opted for during check out.
When your parcel is ready to be picked up by the postman, you'll receive a Shipping Confirmation email. Please note FREE shipping is often untracked.
Q. Do you ship internationally?
We ship worldwide daily, and all international items have tracking. However, we’re not responsible for delays in shipping times due to postage service delays or any other setbacks due to circumstances beyond our control.
Postage outside of Australia is available, but please be aware that postage times for these order may be extended longer than our normal estimated times due to the current pandemic situation.
The following shipping guidelines from Australia to the rest of the world are based on non-peak seasons as advertised by Australia Post, our national postal service. These timelines apply after your order has been designed and made:
|New Zealand||6-14 business days|
|Singapore & Hong Kong||6-12 business days|
|United Kingdom||10-20 business days|
|Europe||10-20 business days|
|US & Canada||12-18 business days|
|All other countries||12-20 business days|
The above mentioned shipping times are just a guideline and in many cases your order will arrive sooner. However, we’re not responsible for delays in shipping times due to postage service delays or any other set backs that stem directly from circumstances beyond our control.
With international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. Please allow up to 30 business days for your order to arrive to you from Sydney, Australia after it has left our studio. Please note that not all countries allow for tracked postage internationally. If you have questions regarding postage to your location, please send us a message prior to placing your order.
We do offer EXPRESS INTERNATIONAL shipping which can be selected for delivery within approx. 1 week (after usual production times).
See published international items here:
Q. I want to have a custom sign made, what format do you need the file to be?
Ideally your logo needs to be in a .EPS or .AI file make sure your designer flattens all transparencies in your files and outline all fonts. If you send a file without fonts outlined, we might not have the font associated with your text and will require the original font installation file. If this file format is not available its not a problem we can make anything work however there may be a small design fee if we need to convert your logo for you from a .JPEG .PDF or .PNG (we will let you know in advance if this is needed or send a link for the extra services)
Q. What is the price of shipping?
Standard Australia wide shipping is free on most items. Standard shipping is untracked. We do recommend you upgrade to express post or add tracking if your item is urgent. Large signs, wooden boxes and matchboxes which are sent with dangerous good courier cost more to ship (offered discounted). This will automatically update at checkout on these items.
Q. What is the best way to reach out about something?
Please get in touch with us via email firstname.lastname@example.org. Please ensure to provide your order number and where you purchased (as we also sell on Etsy, Hard To Find, Ebay & Amazon). We recommend not to contact us over social media as these messages are not always seen.
Q. Can you provide graphic design services.
Yes, we're a team of trained designers. Get in contact about how we can help.
All of the above information is as a guide only, and is subject to change without notice. Any information provided to yourself from CoCreative is considered to be the fact if differing from the above FAQ.