FAQs

We are one of the lucky Victorian businesses that are able to continue as normal, while adhering to very strict guidelines.  We have plenty of stock, with more on the way all the time.  Couriers are still collecting & delivering your parcels.  BUT there could be a delay with your delivery.  PLEASE try to order your products as soon as possible.  PLEASE don't leave it until the last minute.  We promise to dispatch your parcel ASAP, but once it leaves our warehouse, the delivery time is out of our control at the moment.  We work hard to choose the fastest option for every parcel, individually.  But we really need you to stay patient and make sure you give us the correct address and contact details.  DO NOT LET AUTO FILL COMPLETE YOUR DELIVERY ADDRESS.

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.

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.

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.  :)

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.

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.

 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 

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)

Try searching in your emails.  Hopefully you saved the email we sent you.  If you can't find it.  You'll need to apply again.  CLICK HERE to apply.

Every product, expect mounts.  Our mounts are already at wholesale prices.  And product personalisation is not discounted.

CLICK HERE for details and to apply.

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!

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.

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.

 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.

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.

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.

No.  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.

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.

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. 

We have a $200 minimum spend to use this 'buy now, pay later' service.

The Print and Assemble Sercice 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 product 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.