frequently asked questions
Find answers to common questions about ordering, personalisation, production, shipping and custom requests.
How long do orders take? +
Standard personalised orders are generally produced and dispatched within 3-7 business days.
Production times may vary depending on the product, quantity, level of personalisation, material availability and current order volume. Shipping time is additional to production time.
Do you offer rush orders? +
Rush orders may be possible depending on our current production schedule and the product required.
If you have a specific event or required date, please contact us before ordering so we can confirm whether your timeframe can be accommodated.
Can I request a custom size? +
Yes. If the size you require is not listed on the product page, submit a Custom Order enquiry and we can confirm whether the requested dimensions are suitable for the design and material.
Can I choose my colours and fonts? +
Where personalisation options are available, the relevant colour, font and finish selections will be shown on the product page.
Available options vary between products.
Will I receive a design proof? +
Design proofs are provided only where specifically stated on the product page or agreed as part of a Custom Order.
Where a proof is provided, production will not commence until the required design approval has been received.
Can I change my order after placing it? +
Contact us as soon as possible if you need to change your order. We will confirm whether the requested change can still be accommodated.
Once design work, material preparation or production has commenced, changes may not be possible or may incur an additional charge.
Will the colours look exactly the same as they do on screen? +
Colours may vary slightly due to screen settings, lighting, photography and the finish of the material itself.
Our colour charts are intended to provide the closest practical representation of the available materials.
Do you ship Australia-wide? +
Yes. Katina Marie Creative ships throughout Australia.
Standard shipping is $10 and Express shipping is $15. Free Standard Shipping is available on Australian orders over $199.
What happens if my order arrives damaged? +
Contact us as soon as possible after delivery and include your order number, clear photographs of the item, packaging and shipping label.
We will review the issue and advise you of the appropriate next steps.
Can personalised items be returned? +
Because personalised and custom-made products are created specifically for your order, they generally cannot be returned or exchanged for change of mind.
This does not exclude or restrict your rights under Australian Consumer Law. Please refer to our Shipping & Returns page for the full policy.
Can I order something that isn't listed on the website? +
Yes. If you have an idea that is not available in our current collection, submit a Custom Order enquiry with as much detail as possible.
We can then confirm feasibility, materials, pricing and production requirements.
How do custom orders work? +
Submit the Custom Order enquiry form with details about the product, size, colours, wording, quantity, required date and any reference images.
We will review your request and confirm the design requirements, pricing and whether the requested timeframe can be accommodated.
Still Have a Question?
If you can't find the answer you're looking for, get in touch and we'll be happy to help.