Q: When will I receive my order?
A: During off-peak times during the year, our recommendation is that customers allow 10-12 working days for us to process, produce and dispatch your custom pieces - although we're usually quicker than this. This does not include the delivery time after it has been picked up by the courier. Once your order is complete and shipped, you will receive a shipping confirmation email.
Q: I need my order sooner than your turnaround time.
A: No worries! If you require something in a short timeframe, please send us an email to firstname.lastname@example.org prior to placing your order with us. We cannot make any changes or prioritise your order if you have not contacted us first.
Q: Is a 'rush order' possible?
A: Whilst we always try our very best to accommodate all requests, at this time we don't offer (or charge for) a rush service. However, if your order is time sensitive, as we mentioned above please flick us an email to email@example.com with your product requirements and event date and we can see what we can do based on where we are in our production schedule. 9 times out of 10 it's not a problem and we're only too happy to whip it up for you!
Q: Help! I’ve received my order confirmation and realised I’ve made a mistake on my order. What do I do?
A: Whilst all orders are final, email us as soon as you can to firstname.lastname@example.org with your order number in the subject line. The team will check where your order is in production and see if we can make changes for you.
Q: Do you ship internationally?
A: We would love to send our products to you, wherever in the world you are!
All international goodies are sent via TRACKED Air Satchel with an estimated delivery time of 3-6 working days to Australia, 6-10 working days rest of the world. Please note that as a result of the pandemic, these delivery guidelines are probably not accurate during this time and we would recommend ordering well well well in advance of your celebration, or ordering a product that isn't time sensitive.
Any taxes/duties that may apply are the responsibility of the customer.
Q: Help! It looks like my order has gone missing in transit. What do I do?
A: Oh no! Unfortunately this does happen from time to time. If you are concerned about the whereabouts of your item, your first point of call is CourierPost on 0800 268 743. They have access to detailed tracking of your order, as well as access to GPS tracking in their delivery vehicles. They will lodge an enquiry into the location of your parcel.
We do not immediately replace lost items in the post until they are confirmed as being so by CourierPost. Often they have been mis-sorted in error and are redirected, or simply just held up in transit due to unforseen delays - it is very rare that our parcels go missing, never to be found. If we do receive confirmation that your package has been lost, we will of course get a replacement underway and seek compensation from CourierPost.
Q: I am ordering quite a few items, can I get a discount?
A: We take so much pride in our products, and hope you love them as much as we do. We believe they’re worth every penny so we don’t do sales or offer any discounts other than our annual birthday sale in April. Thank you for supporting our small business!
Q: How do I attach my wall name to the wall?
A: Check out our Wall Mounting Guide here.
Q: Do you offer wholesale?
A: Yes we do! Email your enquiry to email@example.com.
Q: Can you make this design (insert photo here)?
A: No, sorry. We would hate for this to happen to us, so if you have found a design that you like, you should support their work and order from them. We take so much pride in our own unique designs.
Q: Can you custom design something for me?
A: Absolutely! If you have something in mind, email us and we can see what we can do - firstname.lastname@example.org.
Q: My item has arrived broken.
A: We are so sorry to hear that - how disappointing! Our wonderful dispatch team ensure all parcels from Love from Seventeen are packaged carefully and thoughtfully when they leave our workshop. Unfortunately sometimes oopies can happen in transit.
If your parcel has arrived to you broken or damaged, please contact us at email@example.com within 48 hours of delivery with your order number and photos of the damaged goods. We will get a replacement underway for you and seek compensation from our courier.
Q: Can you cut my own design?
A: Sure, we can take a look. We require a vector file such as an EPS to be able to work with it in our graphics software (not an image file sorry).
Q: What is the difference between ready to ship, personalised and custom designed products?
A: READY TO SHIP products are in stock and ready to rock n' roll. These items are passed to the packaging team and dispatched within the next business day Monday to Friday between 9am and 2.30pm. Keep in mind that shipping on these products will be delayed if you have ordered a personalised item as well. We have a huge, varied range of cake toppers in all materials and sizes in stock and at the ready when you need a topper in a hurry! You can check out the Ready to Ship Collection here.
PERSONALISED PRODUCTS are produced from a pre-designed and drawn file in our software. The templated design is edited to according to the personalisation you've noted when placing your order, like the name for your bamboo wall name, the name for your personalised Christmas bauble or the paint colour for your natural name plaque.
We ask that customers allow up to 10-12 working days for us to draw, produce, package and dispatch your personalised products.
It is also worth noting that all of our work is produced in created and cut in batches. Once your order is drawn into our specialist design software, it will sit with the production team until it's turn to be cut. Our bamboo products are cut most frequently, however each piece needs its protective film peeled from each side and then sanded before being sent to the packaging and dispatch queue.
Acrylics are cut every few days when we have a few colours stacked up and ready to go. They have little to no prep prior to shipping so these products are usually on their way to you quick smart.
CUSTOM DESIGN PRODUCTS are only limited to your imagination. Totally designed from scratch, no two designs are ever the same, however they do take longer to produce due to the design process. There's usually a fair amount of back-and-forth with you to ensure it's just right. It's imperative you keep an eye on your inbox (checking junk/spam folders etc) for any emails from us to keep up the communication flow, and to ensure there are no delays in completing your order. We will not send your custom designed order for production until you have given us the OK to do so.
The more details you can give in your initial enquiry - colour, shape, style, font etc - the better.
Q: Can you show me what a particular design/fonts would look like before I place an order?
A: No sorry, unfortunately this is not a service we provide in order to protect our intellectual property. However we are happy to do this for you after placing your order but please note this when placing your order so it is flagged with the team. Sending us an email after ordering (with no mention of it on your order) is not sufficient due to order volumes and could result in this additional proofing stage being missed by our staff.
Q: I've placed an order, but I would like to see what it looks like (or see what a name looks like in a couple of fonts etc) first before you cut it?
A: Sure, no problem! Hopefully you have noted this when placing your order so the drawing team can get onto your proof(s) in no time.
If you haven't noted this when placing your order, please email the team at firstname.lastname@example.org as soon as possible with your order number in the subject line. Hopefully it hasn't moved to production and we can get a proof produced for you. Keep a close eye on your inbox (checking spam/junk/ad folders etc) for an email from us with your design proof.