Have a question regarding your order, what we make or about us? Browse of FAQ section here to find answers to our most commonly 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.

Turnaround Time for Signage, Custom Requests & Matches

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

When ordering BULK 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. 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.

 

Q. I have a custom planner design in mind, different to what's available. How do I get this design created?

We've co-created dozens of planners that feature a fully custom layout and design supplied by you, the customer! We pride ourselves in being able to meet your design needs and bring your ideas to life.

We ask that you first reach out to us via email or chat regarding your idea so that we can verify that your idea can be made. Once we have approved of your idea, we will send you a custom listing to place your order. This custom listing will cover the cost of the planner (depending on the size) plus a small custom design fee. You can reference the price points for the custom design fee here. Most custom designs will fall into the Level 1 or Level 2 category, but we will let you know prior to you placing your order.

All custom upgraded planners will have a digital proof included for you to approve of the design and request a round of additional changes or edits. 

 

Q. I have a close deadline for my order. How do I make sure my order is made and arrives on time?

We offer RUSH production for matchboxes, matchbooks, and baby announcements, 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 of the product page. 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. 

 

Q. Do you provide proofs for custom orders?

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. 

 

Q. How long does shipping take?

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. 

 

Q. I want to use my design/logo for my order. What format should I provide my files in?

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

We've had many cases of clients providing the incorrect file types, or an incorrectly formatted file, which 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 blog post. You can also watch our YouTube video tutorial on 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! 

Q. What is the best way to reach out about something?

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.

 

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

Clear Acrylic Magnetic Fridge Planner 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.

Click here to view our range of Magnetic Planners.

 

Magnetic Item Disclaimer

Variations in the magnetic properties of your refrigerator may affect how our magnetic items perform. 

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. Whilst we are constantly aiming to improve our products, these issues may still occur and your feedback greatly helps in our process.

 

Removable Planner Disclaimer

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.

Click here to view our range of Removable Planners. 

 

Wood Supply Disclaimer

 

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.

 

Can't find an answer to your question? Feel free to send us a message via our website chat or send an email to production@cocreativedesign.com.au