Frequently Asked Questions

Q. How long do orders normally take?

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.

 

SIGNAGE / CUSTOM REQUESTS / MATCHBOXES: 

Please note for signage/matchbox orders and new custom items, turnaround is approx. 2-3 weeks as due to longer artwork set-up times and process of approving proofs. 

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. Feel free to reach out to us with your event date and we will let you know what's possible.

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 handmade business.

 

Q. Do you provide proofs for custom orders?

Proofs are provided for some items such as business signage and 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, as delays in approval or changes requested to the art may delay the production of your order.

For all other items we aim to turn our items around quickly. We therefore do not send proofs for majority of items unless discussed and agreed on prior to check out. If you wish to receive a proof before production, please leave a note requesting a proof, however keep in mind that this may delay your order.

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

 

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. 

 

Q. Can I expect my order before Christmas 2025?

Last orders for standard products in Australia for Christmas delivery - is the 26th of November.

Santa Boards and Christmas items can be safely ordered until the 8th of December all with Express post only. Orders placed after this date cannot 100% be guaranteed to arrive on time.

We suggest all items over this peak period be sent with Express shipping.

Standard International sending vary depending on destination and the chosen delivery service see most accurate timing here: https://auspost.com.au/sending/christmas-sending-dates

Please understand items will have a custom turnaround time on top of shipping which can be seen when you add the item to cart.

Christmas deliveries may be affected by factors beyond our control - please upgrade shipping to be safe.

 

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 that 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, we can make it work however this may incur a small design fee if we find the 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 best way to reach out about something?

Please get in touch with us via email production@cocreativedesign.com.au. 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.

 

ITEM DISCLAIMERS

Magnetic Item Disclaimer:

Variations in the magnetic properties and gloss levels of refrigerator surfaces may affect the performance of our planner's magnets. Particularly, these properties alongside your fridge door's curvature, 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. 

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

 

Removable Planners

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.

 

Wood Supply

 

FINAL DISCLAIMER 

All of the above information is as a guide only and is subject to change without notice. Any information updates provided to yourself directly from the CoCreative team is considered to be the fact if differing from the above FAQ.