Refund policy

Refunds, Returns & Cancellations Policy

Oh My! Design Studio Co — Edible Cocktail Toppers & Custom Stationery
Last updated: 28 October 2025

1) All Sales Are Final

Given the personalised, made-to-order nature of our products, we do not accept returns or exchanges for any reason, including change of mind or event date changes.

2) Our Error Only — Limited Refund/Remedy

A refund or replacement will be considered only where the issue is caused by our error (e.g. wrong design, size, quantity, or colourway different to the approved proof) and you notify us within 3 days of delivery (see Section 4). If approved, we will, at our discretion, provide either:

  • a replacement (priority-made where possible), or

  • a refund to your original payment method.

Claims received after 3 days from delivery are not eligible for refund or replacement.

3) Artwork Approval & Client-Provided Content

We produce strictly to your approved proof. Errors contained in approved artwork or client-provided files are the client’s responsibility and are not eligible for refund or replacement. Reprints requested due to client-initiated changes or errors will be charged in full.

4) How to Lodge a Claim (3-Day Window)

Email sales@ohmydesignstudio.com.au within 3 days of delivery (as recorded by the carrier’s tracking). Include:

  • Order number

  • A clear description of the issue

  • Photos/videos showing the concern (product + packaging)

  • A photo of the shipping label

We may request return of the product for assessment. If a return is requested for an approved claim, we will provide instructions. Unapproved returns will not be accepted.

5) Shipping, Delivery & Carrier Liability

We take all reasonable precautions when packing your order, using protective materials to minimise transit damage. However, once your order is lodged with Australia Post (or other chosen carrier), risk transfers to the customer.

We are not responsible for damage, mishandling, or delays caused by Australia Post or any third-party courier.

Late deliveries due to carrier delays, strikes, or unforeseen events do not qualify for refunds or cancellations.

Delivery is deemed complete when the carrier marks the parcel as delivered to the shipping address provided at checkout.

If you are concerned about transit risks, we recommend selecting Express Post or a tracked service where available.

6) Special Events & Cut-Off Dates (Christmas, NYE & Other Peak Periods)

We publish seasonal cut-off dates and capacity notices (the “Special Events” periods) on our website and/or product pages. By placing an order, you agree to our Terms & Conditions, including these dates.

Orders placed after a published cut-off date are not eligible for refunds or cancellations if delivery occurs after your event.

Failure to review cut-off dates, lead times, or to select an appropriate shipping method does not constitute grounds for a refund.

7) Holiday Season Orders (17 November 2025 – 5 January 2026)

During our Holiday Season operating period, production capacity is limited and a full studio closure applies between 15 December 2025 and 5 January 2026.

Orders placed after the published cut-off dates (15 November for personalised or bulk orders, 14 December for ready-to-order toppers) will be queued and processed once operations resume on 5 January 2026.

By placing an order during this period, you acknowledge and accept these conditions. No refunds, cancellations, or returns will be issued for orders placed after the cut-off dates or during the closure period.

Selecting to proceed with checkout and confirming “I accept the Terms & Conditions” signifies your agreement to these terms, including acceptance that your order may be processed in January 2026.

8) Product Characteristics & Tolerances

Minor variations can occur due to:

  • screen-to-print colour differences,

  • edible-ink and wafer-paper manufacturing tolerances,

  • glassware sizes and shapes differing from those assumed in standard sizing.

These reasonable, industry-standard tolerances are not faults and are not eligible for refund. If you need a non-standard size, please request it before production; additional fees and lead times may apply.

Product Care & Use

Please note that our edible cocktail toppers are not made from waterproof materials. They are crafted from biodegradable, 100% food-safe wafer paper and edible inks — which means they are intended to dissolve once they come into contact with liquid.

The ink will begin to dissolve as soon as the liquid touches the topper, as there is nothing to hold it above the surface. This is completely normal and part of their intended use.

The duration of the topper’s appearance will depend on the type of drink it’s placed on. For best results, we always recommend using them on frothy or foamy cocktails (like espresso martinis, margaritas, or sours), as the froth helps the topper stay afloat and display beautifully.

On frothy cocktails, toppers tend to last for the entire drink; however, this can still vary depending on who is handling the drink and how it’s served.

When placed directly on drinks without froth, the topper will begin to absorb the liquid and gradually dissolve.

9) Storage & Handling

Edible toppers must be stored sealed, flat, cool, and dry, away from direct sunlight and humidity. Damage caused by improper storage or handling after delivery is not eligible for refund or replacement.

10) Cancellations

Because orders enter our workflow quickly, cancellations are not accepted once design, proofing, or production has commenced. If you request cancellation before work begins, we may, at our discretion, approve it less an administration fee.

11) Returns Shipping (Only If Requested)

Where we request a return for assessment on an approved claim, we will provide a prepaid label or reimburse reasonable return postage. Do not return items without written authorisation.

12) Refund Timing (Where Approved)

If a refund is approved under Section 2, it will be processed to the original payment method within 10 business days. Your bank or card provider may require additional time to post the funds. If you have not received funds 15 business days after our confirmation, email sales@ohmydesignstudio.com.au.

13) Governing Law

These terms are governed by the laws of South Australia, Australia. Your statutory rights under the Australian Consumer Law (ACL) remain in addition to this policy.