Refund policy

1. All orders are made to order

Every order is made to order, and most are personalised. We do not offer refunds, returns, exchanges or store credit for change of mind. This includes:

• a change to your event date, theme or guest numbers
• ordering the wrong quantity, design or product
• no longer needing the items

Please check your order details, lead times and proof carefully before you confirm. If there is a problem with the order you receive, see Section 2.

2. Problems with your order

We will assess a claim where your order:

• is different from the proof you approved (personalised and custom items)
• is different from what you ordered (ready-to-order items)
• has the wrong quantity or items missing
• arrives damaged or faulty
• has not arrived (see Section 6)

Every claim is assessed against your order details, your approved proof and the photos you provide.

Our standard remedy. Where a claim is approved, our standard remedy is a priority reprint or replacement of the affected items only. If a reprint is not possible, or cannot reach you in time for your event, we will offer store credit or a refund for the affected items, as required under the Australian Consumer Law.

3. How to make a claim

Email sales@ohmydesignstudio.com.au with:

• your order number
• a clear description of the problem
• photos or video of the product and the packaging
• a photo of the shipping label

We may ask you to send the product back so we can assess it. If we do, we will send you a prepaid label or reimburse reasonable return postage. Items sent back without our written approval will not be accepted.

4. Claims we do not approve

The following are not faults and are not eligible for a reprint, store credit or refund:

• change of mind (Section 1)
• mistakes in a proof you approved, in details you typed at checkout, or in artwork you supplied (Section 5)
• normal variations in colour, print and size (Section 10)
• toppers dissolving in liquid, or used on drinks without froth (Section 10)
• damage caused by storage or handling after delivery (Section 11)
• orders placed after a published cut-off date, or without enough lead time for your event, where we met the timeframe shown (Section 7)
• a parcel arriving later than Australia Post’s estimate (lost and damaged parcels are covered in Section 6)

5. Proofs, approvals and details you provide

Fully personalised, bulk and custom items. We email you a proof (mock-up) before anything is made. One round of changes is included. We produce exactly what you approve, so please check all spelling, names, dates, colours and layout carefully.

Ready-to-order items. These are printed as shown on the product page. Where you add your own initials, name or date (such as Monogram and Married Name toppers), we print exactly what you typed at checkout. A proof is not sent unless you ask for one in your order notes.

Mistakes in a proof you approved, in details you typed at checkout, or in artwork you supplied are not faults. They are not eligible for a refund or free reprint. Reprints requested for these reasons are charged in full.

6. Delivery, lost and damaged parcels

We pack every order carefully and send it with a tracked Australia Post service.

• Damaged in transit. Send us photos using Section 3. Approved claims are handled under Section 2.
• Not arrived. If your order has not arrived, or tracking shows it as delivered but you cannot find it, contact us. We will investigate with Australia Post. If the parcel cannot be found, we will reprint or refund your order.
• Delivery times. Delivery timeframes are estimates. We cannot guarantee a delivery date once a parcel is with the carrier, so please allow enough time before your event.
• Incorrect address or uncollected parcels. If a parcel is returned to us because the address you gave was wrong or incomplete, or because it was not collected, a re-delivery fee applies. Edible items that come back in unusable condition will need to be re-ordered.

7. Lead times, cut-off dates and peak periods

Every product page shows how long that product takes to design, make and ship. Please check this against your event date before ordering.

During busy periods such as Christmas and New Year we publish order cut-off dates on our website. If you order after a published cut-off, or without enough lead time for your event, and we make and send your order within the timeframe shown, a delivery after your event date is not a fault and is not grounds for a refund or cancellation.

8. Priority Express

The Priority Express fee is made up of two parts: $60 for priority design and production, and $15 for Express Post shipping.

The $60 moves your order to the front of our queue, so we design and make it in the shorter timeframe shown on the product page. The $15 upgrades your parcel to Express Post.

Priority Express speeds up our part of the process only. Shipping is carried out by Australia Post, and we cannot guarantee a delivery date once your parcel is with them. The Priority Express fee is not refunded if Australia Post delivers later than its estimate. If a parcel is lost or damaged, Section 6 still applies.

Priority Express is available on edible toppers only. It is not offered on custom items (camera wraps, napkins, matchboxes, newspapers, drink tags and welcome signs).

Priority Express may not be available during our busiest season, from November to January.

9. Cancellations and changes

Before work starts. If you ask to cancel before design, proofing or production has begun, we will refund your order less an administration fee of 10% of the order total. This fee covers payment processing costs and the time already spent on your order.

After work starts. Orders move into our workflow quickly. Once design, proofing or production has begun, we cannot accept a change-of-mind cancellation.

Changes to your order. If you need to change a design, quantity or delivery address, email us as soon as possible. Changes are only possible before production begins and may involve an extra cost or a longer lead time.

10. Product characteristics and normal variations

Small variations are a normal part of made-to-order products and are not faults. These include:

• colours printing slightly differently from how they look on your screen
• natural variation in edible ink and wafer paper
• small differences between handmade items
• toppers fitting differently on glassware that is larger or smaller than standard sizing

If you need a non-standard size, please ask before production. Extra fees and lead times may apply.

How edible toppers behave. Our edible cocktail toppers are made from food-safe wafer paper and edible inks. They are not waterproof and are designed to dissolve once they touch liquid. This is normal.

Toppers last longest on frothy or foamy cocktails such as espresso martinis, margaritas and sours, where the froth holds the topper above the liquid. On drinks without froth, the topper will absorb the liquid and gradually dissolve. How long a topper lasts also depends on how the drink is served and handled.

11. Storage and handling

Store edible toppers sealed, flat, cool and dry, away from direct sunlight and humidity. Do not refrigerate them. Damage caused by storage or handling after delivery is not eligible for a refund or replacement.

12. Mailbox Station hire

The Love Letters Mailbox Station is a hire item. A $100 refundable security bond is taken with your booking.

Returning the items. Return shipping is included in your hire. Please send all hire items back within 3 business days after your event date. Your guests' postcards are yours to keep.

Getting your bond back. We refund the full bond within 5 business days of receiving the items back in their original condition. Light wear from careful use is expected and is not charged.

Late returns. Other customers may be booked for the following weekend. If items are sent back late, a fee of $10 per day is deducted from the bond.

Damage or missing items. The reasonable cost of repairing or replacing damaged or missing items is deducted from the bond. If that cost is more than the bond, we will invoice you for the difference and show you how it was worked out.

13. Gift cards

Gift cards cannot be refunded for change of mind or exchanged for cash. They are valid for 3 years from the date of purchase, and the expiry date is shown on the gift card.

14. Refund timing

Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may need extra time to show the funds. If you have not received your refund 15 business days after our confirmation, email sales@ohmydesignstudio.com.au.

15. Governing law and consumer guarantees

These terms are governed by the laws of South Australia, Australia. Our products come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in this policy limits those rights.