Most Katina Marie Creative pieces are made to order or personalised specifically for you. Please review the information below before placing your order so you know what to expect from production through to delivery.
production times
standard orders
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.
custom orders
Custom designs and larger quantity orders may require additional production time depending on the design, materials and complexity of your request.
Where applicable, an estimated production timeframe will be confirmed with you.
rush orders
Rush orders may be possible depending on our current production schedule.
If you require your order by a particular date, please contact us before ordering so we can confirm whether your timeframe can be accommodated.
Production time is separate from shipping time. Selecting Express Shipping does not reduce the production time required to create your order.
shipping
Katina Marie Creative currently ships Australia-wide only.
standard shipping
Estimated delivery: 5-7 business days after dispatch.
express shipping
Estimated delivery: 1-2 business days after dispatch.
free shipping
Free Standard Shipping is available on Australian orders over $199.
Delivery timeframes are estimates and commence once your completed order has been dispatched.
delivery information
tracking
Where tracking is available, your tracking details will be sent once your order has been dispatched.
larger orders
Oversized signage, larger quantities or fragile pieces may require alternative shipping arrangements or additional freight charges.
check your address
Please check your delivery details carefully before completing checkout. Contact us as soon as possible if you notice an error.
Once an order has been dispatched, we may not be able to change the delivery address.
carrier delays
Once your parcel has been handed to the delivery carrier, transit times may be affected by circumstances outside our control.
If your parcel appears delayed, please check your tracking information first and contact us if further assistance is required.
damaged or incorrect orders
If your order arrives damaged, defective or you believe you have received an incorrect item, please contact us as soon as possible after delivery.
We ask that visible transit damage be reported within 48 hours of delivery where reasonably possible.
Please include your order number, a description of the issue, clear photographs of the product and photographs of the packaging where relevant.
We will review the issue and determine the appropriate resolution.
returns & exchanges
personalised items
Personalised and custom-made products are created specifically for your order and cannot be returned or exchanged for change of mind.
Please carefully check all names, wording, colours, sizes and other personalisation details before submitting your order.
non-personalised items
Return eligibility for non-personalised products depends on the product and circumstances of the request.
Any applicable conditions will be stated on the relevant product page or otherwise advised at the time of purchase.
faulty items
If you believe an item is faulty, damaged or not as ordered, contact us with the relevant details and photographs so we can assess the issue.
Nothing in this policy excludes or restricts your rights under Australian Consumer Law.
order changes
before production
Contact us as soon as possible if you need to change your order. We will confirm whether the requested change can still be accommodated.
after production begins
Once design work, material preparation or production has commenced, changes may not be possible or may incur an additional charge.
need some help?
If you have a question about production, shipping, delivery or an existing order, get in touch and we'll be happy to help.
Contact Us