Please check here before contacting us with questions. It could save you time.
PERSONALISATION
I want to personalise my product. How do I do it?
In every listing there should be a brown button below the product colour options. The button will say something like CLICK HERE TO PERSONALISE YOUR ALBUM Click that button. You'll have the option to upload your logo or design, or personalise one of our design templates.
Why are logos designed by graphic designers the best?
Having your logo designed by a professional is highly recommended. They give you every file type you'll ever need for different printing requirements. They can help you create a logo that won't ever give you trouble. Designing your own logo might look easy and fun. But it won't be fun if you can't use it for your branding.
White logos & design files - What files do you need?
Do you have your logo/design as a VECTOR file? Click HERE to send it to us (Dropbox). Then go back to complete your product/logo order. So your logo/design is ordered, upload it as a jpg or png on the personalisation page, then add a note, so we know you have Dropboxed others for the printing. We'll do the rest.
Don't have a VECTOR? If you don't have a vector copy of your logo/design, we might have some trouble printing it for you.
If the whole design is white, you need to supply it coloured black, as a high res PNG or JPG. In the notes section, ask us to convert the black to white for printing. We'll let you know if we have any trouble with it.
Why would we have trouble with it?
Our printer does not recognise regular white in a design or font. We need to edit the design and prepare the white sections for printing. VECTOR files let us do this really easy. We can change the colour or add a white layer directly beneath the design, so it stands out on dark colours. Files designed in Photoshop don't allow this. If your design has white sections, we really need it as a vector, so it can be edited for printing on some of our products, especially the dark ones. If you can't supply a vector, it might not be possible to print. Or there may be an editing fee if you need us to prepare the file. Still not sure? CONTACT US.
What even IS a vector file? Click HERE for an great explanation we found on the Adobe site. It's really interesting. Check it out. :)
How do I send you my logo, design or photos for printing?
Find the product you'd like to personalise in our online store. Choose your colour/size/shape. Then click the button that says "PERSONALISE YOUR ..." This takes you to a new page where you can personalise an album cover, upload photos and send us your logo files. When you finish personalising your product, click the ADD TO CART button, and either continue shopping or go to checkout.
Printing logos & designs on dark coloured products, 'walnut' boxes and USBs.
When we print on dark products or our walnut wooden products, we sometimes need to print a white layer directly behind your artwork, so it looks its best. If we print a design without a white layer beneath it, the dark colour or wood shows through and the design doesn't stand out.If you want your logo printed on a dark product or walnut wood, please read the section above, about "White logos & design files - What we need & why."
If you're ordering a photo on a wooden box, you don't need to do anything. We'll prepare your image and make sure it looks its best.
OUR DROPBOX - Here's a direct link.
Click HERE to send your files directly to us. Please make sure you have named them first. Ideally with your name & order number. Eg. GregSmith5086boxlid
WHOLESALE PRICING
I'm already a wholesale customer, but my password won't work.
Are you trying to use the password we gave you for our old website? That won't work. You need to SIGN UP and create a new account. Add a unique password that you choose. SIGN UP at the top of the website. Can't see the words SIGN UP? It might say SIGN IN. Click that. Then look for the words "New customer? SIGN UP". Click that.
The old wholesale password is now your discount code at checkout. It's the one we emailed you when you first applied on the old website. Type it in to the DISCOUNT CODE box at checkout. Your wholesale discount will then be applied to your order. Excludes personalisation & mounts (already at wholesale prices).
What products does the wholesale discount apply to?
Every product, except mounts. Our mounts are already at wholesale prices.
Your product personalisation IS included in the wholesale discount.
I want to apply for wholesale pricing. How do I apply?
CLICK HERE for details and to apply.
SHIPPING
Do you offer 'DROP' shipping?
Yes we do!
We also offer a 'print & assemble' service. So we can personalise your products, have your images printed, assemble your album, wrap your box prints, and tie them up with a nice bow, before shipping them directly to your client!!
All you need to do is use their address for the shipping address at checkout. Use your address for the billing address, and add a note to ask us to DROP ship. We'll remove any reference to us, package it up nicely, even add a thank you card if you like, so when they open it up, it's as beautiful as it would be coming from you.
*Australian customers only* Sorry!
Do you ship worldwide?
Absolutely! We have loads of international customers. Go ahead with your order. At checkout, your shipping options will be offered. If you have questions or your country isn't available, please CONTACT us. Our warehouse is in Melbourne, Australia.
Do you offer free shipping?
No. When a business gives free shipping, it usually means the price of the shipping has been added to your product price. A lot of our customers collect their orders. We believe it is unfair to add a shipping cost to their products. Our shipping costs are fair.
Express shipping - "If it fits inside the satchel".
At checkout, you have the option to choose express delivery. If your products will fit inside the express satchel, they will go express. If they don't fit inside the satchel, they will go with the next fastest delivery option. Choosing express does not guarantee express. Please take the size of your products in to account when considering your shipping option. If you're not sure, please CONTACT US before completing your order.
How long will me product take to be delivered?
Orders without personalisation leave our warehouse 2-3 business days after you order.
Orders with personalisation leave our warehouse within 7 business days after you order.
If you order on a weekend or public holiday, your days begin on the next working business day.
"Express Post" means the delivery will be faster. It does not mean your order will leave our warehouse faster. If you need a personalised order fast, see below for RUSH ORDERS. Regular post delivery times depend on your postcode. We'll always do our best to choose the fastest option for your postcode. Our warehouse is in Melbourne, Victoria, Australia.
I need something fast. Can you help?
Sure. Conditions apply
You can request a RUSH ORDER. CONTACT us first. If it’s possible, we’ll dispatch your order within 24 hours of payment. A $25 rush fee is payable, on top of your order total BEFORE we commence your order. We'll invoice you.
Rush orders mean you go to the front of the line. It’s like pushing in. So we don’t recommend it, unless it’s absolutely necessary. If it causes delays for our other customers, we will say no. Please plan ahead.
Rush orders are VERY LIMITED from Nov 1 - Dec 24.
DISCOUNTS & MINIMUM ORDERS:
Do you have a minimum order quantity (MOQ)?
No minimums! You can buy what you need, as you need it. We also offer BULK discounts if you decide to order 10 or more of the same product in one order.
Do you offer bulk discounts?
Yes. When you order 10+ of the same product, you'll get a 5% discount. When you order 30+ of the same product, you'll get a 10% discount.
At checkout: Use the code BULK10+ for orders of 10+ of the same product. Use the code BULK30+ for orders of 30+ of the same product.
Misuse of codes = order cancelled and refunded.
Do you have discount days or coupon codes?
No. Our prices have been designed to make sure EVERY customer gets the best price EVERY day. We would hate for you to order something one day, then see a discount code pop up the next. You can find factory 2nds and discontinued products on sale in the online store.
AFTERPAY:
What is the minimum spend for Afterpay?
We have a $200 minimum spend to use this service.
PRINT & ASSEMBLE SERVICE:
How does the Print & Assemble Service work?
The Print and Assemble Service takes all the worry and stress out of making your album. You get your photo album, mats or box supplied, complete with your photos already in them.
We print your photos on lustre pro paper using Streets Imaging, a professional level lab. We then assemble your photos in your album, mats or box. You'll receive your product complete and ready to enjoy or give to your client.
Click the "Click Here to Personalise Your....." button, then one of the print and assemble check boxes.
After you have ordered the service, upload your images to our Dropbox.
Name your files in the order that you want them placed in your album with ie. KSMITH1.jpg, KSMITH2.jpg.
More information can be found here.