Proofs are provided for all special CUSTOM items including business signage, swing tags, custom matchboxes and matchbooks. You will be sent a proof over email within approximately a week. Please ensure to get back to us straight away for quickest production, as delays in approval or changes requested to the art may delay the production of your order.

We now offer the option to request a digital proof for our other products that do not automatically come with a proof. These include our whole range of planners, baby announcements, and other gift products.

For all other items we aim to turn our items around quickly, therefore we do not send proofs for these items. If you wish to receive a proof for a product that does not include or offer a digital proof, please leave a note at checkout requesting a proof, however keep in mind that this may delay your order.

Nonetheless, please provide your custom details 100% correct as we use the details as provided to custom create your design. 

As we make everything to order and aim to get orders into production swiftly, once an order is placed, we are unable to cancel it.

For selected products, we are more than happy to accommodate bulk, wholesale quantities for you and your business. This includes:

• Bulk Matchboxes
• Bulk Matchbooks
• Bulk Refillable Pump Bottles
• Bulk Planners

Please reach out to us with your wholesale enquiry.

Please get in touch with by emailing production@cocreativedesign.com.au. Please ensure to provide your order number and where you purchased from as we sell on multiple platforms. We recommend not contacting us over social media as these messages are not always seen.

Our personalised products are made to order, so our recommendation is for customers to allow up to 1-2 weeks for your items to be created, sorted and posted. This refers to the time taken to make your order - before the postman collects it - however, often it's much quicker than this. Typically you do not hear from us until the order is shipped.

Most items in our range will be made and on their way to you within 5 business days. However, it does depend on what product(s) you've purchased and where we're at in our production schedule at the time.

For most non-custom items, your order could be shipped 1-3 days after you’ve placed it, however it could take up to 10 working days before it’s on its way to you.

Please note that selecting EXPRESS shipping at the checkout DOES NOT EXPEDITE THE PRODUCTION SPEED of your order. It simply allows for Express shipping. If you need the production of your order to be prioritised, please reach out to us and we can offer RUSH production. 

NOTE: In periods of holiday seasons, or a sale or promotion, timing can be extended.

The standard turnaround time is approximately 2-3 weeks, due to longer artwork set-up times and process of approving proofs. 

When ordering BULK Matchboxes or BULK Matchbooks, 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. Feel free to reach out to us with your event date and we will let you know what's possible. When placing your order, also make your deadline clear to remind us.

After we receive approval of your custom design, often we’ll be busy making your order and so you may not hear from us until your order is produced and on its way.

We understand you're excited and keen to get your order and thank you for your patience and for supporting our small business.

We offer RUSH production for matchboxes, matchbooks, coasters, and baby announcements and gifts, as we understand deadlines can be tight for these special events!

All you need to do is simply select the RUSH option in the drop-down menu. We offer standard production, express (1-2 weeks) and urgent (1 week or less). Please note that RUSH production is not available for our bulk matchbox orders.

If you require RUSH production for another product that does not have a drop-down RUSH option, please reach out to us. We will accommodate as best we can to meet your deadlines. 

Each product line has its own separate RUSH fee. As each product requires different setup processes, materials, and production timelines, the RUSH fee is unique to each product.

If you're ordering two different products with two different RUSH options (e.g. RUSH matchboxes and RUSH coasters), you must add both RUSH options to your cart. 

Our planners are all designed to work as whiteboards, meaning any erasable marker is suitable.

We offer a range of Pens & Markers designed for our planners.

Otherwise, any whiteboard marker or dry-erase liquid chalk marker is safe to use.

First, remove your planner from the fridge. Use a slightly damp microfiber cloth to wipe your planner. Don't use a paper towel or rough cloth as this may scratch the acrylic.

Do not use alcohol, Windex, or methylated spirits as this will damage the print.

For all our custom matchboxes, matchbooks, and business signs, your provided logo needs to be in a vector format - .EPS or .AI file.

Submitting incorrect file types or an incorrectly formatted file inevitably causes delays in production.

The key requirements are:

• Outlined fonts
• Embedded images
• Checking image resolution 

We cover all of the file requirements and how to properly set up your file in this Step-by-Step blog post guide. You can also watch our Artwork Set Up YouTube tutorial to view how to set up your files to avoid any headaches.

If you still require assistance or don't have access to the proper software, we do offer a Custom Artwork Setup fee that you can purchase to let us handle it! 

We love bringing fully custom ideas to life - many of which you can view in our Custom Planner blog post.

Simply email production@cocreativedesign.com.au with your custom planner brief. Additional reference images or a simple sketch of your design helps a tonne as well, so feel free to include those in your email.

Depending on the complexity, a Custom Design Upgrade Fee may apply.

Yes, we're a team of trained designers. Get in contact about how we can help.

Domestic postage timing within Australia will depend on where you're located and which postage you opted for during check out. 

Generally, domestic STANDARD parcel post has a delivery window between 3-5 business days. Domestic EXPRESS parcel post has a 1 business day window. Please note that these timeframes are all estimates and do depend on the season as well as other circumstances.

Please reference our Delivery & Returns page for a table on general shipping timelines and more information about shipping.

When your parcel is ready to be picked up by the postman, you'll receive a Shipping Confirmation email. 

Yes, we ship all over the world. Shipping costs will apply and can be seen at checkout.

Yes, we allow for local pickup on orders from our Pennant Hills office during work hours. Please select the "Pickup" option at the checkout. Make sure to check your email for an Order Ready For Pickup notification and reply with your desired order pickup time. If you wish to pick your order up outside of office hours, let us know and we can arrange for it to be safely left outside for collection.

If your order arrives damaged, faulty, or with incorrect customisation, please email us at production@cocreativedesign.com.au as soon as possible.

Make sure to provide:

• Your Order Number
• A Photo of your damaged/faulty order

From there, we will be in contact with you on how to correct your order.

Refunds are only accepted for items that are damaged or faulty.

Returns are only accepted for non-custom items received incorrectly / by accident.

We do not accept returns or refunds for change of mind.

If your order arrives damaged or faulty, please reach out to us as soon as possible.

View our full Refund Policy here.

Variations in the magnetic properties and gloss levels of refrigerator surfaces may affect the performance of our planner's magnets. This, alongside the curvature of your fridge can affect the performance of our Clear Acrylic Fridge planner magnets, especially on double-door fridges. In rare instances, these differences can cause the planner to slide down or potentially scratch the surface, especially on black-painted fridges.

Unfortunately, we cannot predict these issues in advance due to the unique characteristics of each refrigerator. Although such occurrences are uncommon, we encourage you to take this into consideration when choosing your product.

We recommend our portrait-oriented planners for curved or double-door fridges, which are available both in weekly and monthly formats. 

Your planner is NOT A TOY.

On rare occasions, the magnet mounts on your planner may be damaged in transit, resulting in their separation. Please ensure to thoroughly check your planner before usage. Keep any magnet parts away from children, as they can be harmful if swallowed.

In the case of damaged parts, please reach out to us and we'll be more than happy to send you replacement parts to get your planner back in action.

Additionally, you can watch our YouTube video to see how these magnets are assembled.

Please be aware that A3 fridge planners may shift slightly upon initial placement as the magnets settle.

When moving the planner, DO NOT drag the planner as the magnets may scratch the surface of the fridge. Always lift it away from the fridge and reposition.

To avoid movement and potential scratching, refrain from writing on the planner while it is attached to the fridge. Always use on flat, magnetic surfaces, and exercise caution with black-painted fridges to prevent scratches.

Our magnetic 6-pen clips are designed to securely hold the weight of 6 of our chalk pens on your fridge.

However, if you choose to use the clip with different pens, or if your fridge's magnet strength is different, the clip may slide down.

If you find this to be happening, please get in touch with us and we can see how we can assist you with a replacement clip.

Our removable planners are designed to adhere to clean, smooth, and well-maintained surfaces and can typically be removed without damage. However, as with any adhesive-backed product, wall condition plays a significant role in adhesion and removal.

If a wall has pre-existing issues such as bubbles, peeling, older paint, or poor surface preparation, there is a higher risk of paint lifting when the planner is removed. This is a common consideration for all removable products, including decals, stickers, and adhesive hooks.

To minimize any potential damage, we recommend:

• Ensuring your surface is clean, dry, and smooth before application.
• Testing a small, inconspicuous area before applying the full planner.
• Removing the planner slowly and carefully, peeling it back along the wall rather than pulling it outward.

To meet your event deadlines, we offer EXPRESS (1-2 weeks) and RUSH (less than 1 week) production add-ons.

These add-ons prioritise the production of your order to meet your deadlines. The timeline DOES NOT factor in shipping time.

Please select the correct RUSH option to ensure your order arrives safely.

Included with all Custom Matchbox and Matchbook orders is a digital proof that is to be approved before putting the order into production. This proof is sent to the email you place your order with.

To avoid delays in the production of your order, ensure to check your emails and approve of the proof or to advise any changes.

Once we receive your approval, this is what is printed. CoCreative Design will accept no financial responsibility for any typos or errors in an approved proof.

The digital proofs we send for our Custom Matchboxes and Matchbooks are designed to check all details are correct and that the design is laid out correctly. They are NOT designed as a colour proof.

Colours displayed on screen will vary depending on individual monitor settings, brightness, calibration and device type. Every printer and screen reproduces CMYK values differently, and printed results will vary due to differences in printer calibration, ink density, substrate material and production methods.

Exact colour matching is not guaranteed on our small production runs.

Minor colour variation between proofs, previous print runs, and the final product is considered normal and acceptable within the print industry.

Ensure to store your matches in a cool, dry place, away from heat. Improper storage may result in the matches no longer striking well.

Please note that due to the fluctuating nature of local wood supply, we do revise our wood supply when necessary, which may result in a difference in the appearance of your order compared to previous, older orders. The wood's colour, thickness, pattern and texture may vary from older orders. 

However, we want to assure you that all the wood we use is always of high quality and still certified by the Forestry Commission.

Due to the nature of different woods, the appearance of engraved products may differ to product listing photos. However, we guarantee that all items are engraved with care, resulting in a high quality product.