Created with care in Cairns, Australia
Shipping & Returns
We carefully create, check and package every personalised certificate before it begins its journey to you. The information below explains our preparation times, delivery options and what to do if something is not quite right.
First, please allow for creation time
Each certificate is individually personalised, prepared and checked. Please allow 1–3 business days before dispatch. This preparation time is additional to the Australia Post delivery estimates below. Choosing Express Post speeds up delivery after dispatch; it does not shorten the creation time.
Australia-wide delivery
Domestic postage estimates
Free with your order
Standard Delivery – Parcel Post
Within Queensland: 2–4 business days
Interstate: 3–6 business days
Fastest available option
Express Delivery – Express Post
Within Queensland: 1–2 business days
Interstate: 1–3 business days
Helpful delivery information
Collection points
Eligible parcels can be collected from a Post Office, PO Box or free 24/7 Parcel Locker.
Safe Drop
If no one is home, Australia Post may leave an eligible parcel in a suitable safe place.
Signature deliveries
If a signature is required and no one is available, Australia Post will provide collection details. However, all items are sent without a signature being needed.
Tracking your order
When tracking is available (for all express post orders and framed orders. Laminated certificates with free shipping are sent with no tracking), your tracking details will be emailed after dispatch. Please check that the email and delivery address supplied with your order are correct.
Delivery estimates and delays
Delivery timeframes are estimates provided by Australia Post and begin after dispatch. Regional locations, peak periods, weather events, service disruptions and customs may cause delays.
If something is not quite right
Returns, damage and order concerns
Please contact us as soon as possible if your order arrives damaged, faulty, incorrect or different from what you ordered. We will work with you promptly to put things right.
Personalised products and change of mind
Because personalised products are made specifically for the recipient, we cannot accept returns or provide refunds simply because you have changed your mind, no longer need the item, it arrived later than you had hoped or entered incorrect personalisation details. This does not affect your rights under the Australian Consumer Law when a product is faulty, damaged, incorrect or not as described.
Damaged during delivery
We take great care when packaging framed and laminated certificates, but occasionally an item may be damaged in transit. This may include a broken frame, damaged frame components or a bent, creased or otherwise damaged laminated certificate.
Please contact us as soon as possible—preferably within 48 hours of delivery—and include:
- Your order number
- A brief description of the damage
- Clear photographs of the item and its packaging
A replacement will always be offered for an item confirmed as damaged in transit and will be prepared for dispatch within one business day. Please retain the item and packaging until we advise whether they are required for assessment or return.
Our error or a faulty item
If we make a personalisation error, send the wrong item, or your product is faulty or not as described, please contact us promptly with your order number and photographs where relevant.
Customer-supplied details
Please check all names, dates and other personalisation details carefully before submitting your order. We reproduce the information supplied with the order and cannot provide a free replacement where those details were entered incorrectly by the customer.
Changes and cancellations
If you need to change personalisation details or cancel an order, please contact us immediately by text message on 0415600391 (provided because these are seen faster than emails and don't go to junk folders :-) ). We will help wherever possible, but changes or cancellations may not be available once personalisation or production has begun.
Need help with an order?
Please contact us with your order number and a brief description of how we can help by text message on 0415600391.
Contact Gifted Memories*Delivery estimates are supplied as a guide by Australia Post, commence after dispatch and are subject to change. For current estimates, destination-specific guidance and service conditions, please visit the Australia Post website.