Frequently Asked Questions
How much does delivery cost?
Keep it Custom is very proud to offer a flat shipping rate (uninsured) of $13.45. We also offer insured shipping for a flat rate of $17.45. All orders are sent either by registered Australia Post/Aramex or Express Courier International to New Zealand. Tracking is included with every order.
What is the difference between insured and uninsured shipping?
We know delivery drivers can sometimes be heavy handed and accidents occasionally happen, this is why we are proud to offer shipping options that include subsidised damage insurance. If you select an insured shipping option we will replace any items damaged in transit. Simply send an email with an image of the broken item to [email protected] and we will gladly send out a replacement as soon as possible. Please note insurance does not cover any items arriving outside the carrier's specified delivery estimates. Please also note, you have six weeks from the date your order is received to let us know of any issue or damage, after this date Keep It Custom is no longer responsible for any damage.
How long does it take for orders to be delivered once dispatched?
Keep it Custom is located on the central coast of NSW. East Coast delivery to city and metro areas ranges between 2-4 business days. Please allow additional time for west coast and regional areas. All orders within Australia are sent via Registered Australia Post which includes tracking and requires signature on delivery. We are able to ship to PO Boxes. Australia Post estimated delivery times are provided below, please note times may vary for regional areas and during holiday periods.
|Destination||No. of Business Days|
|Sydney / Canberra / Wollongong / Central Coast||1|
|NSW Country / Melbourne / Brisbane||2|
|VIC Country / QLD Country / Adelaide||3|
|SA Country / Perth / Hobart||4|
|WA / TAS / Darwin||5|
|NT & Other Country Areas||6|
Customs Duties and Taxes
Shipments sent outside of Australia are sold exclusive of GST and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note international buyers are responsible for any customs duties, taxes, VAT, brokerage fees or tariffs levied after the initial Australian postage. These fees are separate from the cost of postage charged and vary by country.
Please check with your country’s customs office to determine what these additional costs will be prior to purchasing.
Please note: It is a legal requirement that we declare the full value of the goods on all packages destined outside of Australia. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift.
Returns & Exchanges
Keep it Custom has become the business it is today because of our exceptional customer service. Our dedicated team works closely with you following your purchase to ensure you receive products which you will brag about to your work colleagues, customers, family and friends. This starts the minute your order is received, with our graphic designers providing a professionally prepared art proof with every order and offering unlimited revisions. We make sure we don’t start the production process until you have approved your artwork. We are unfortunately unable to provide a refund or exchange if there is a mistake on an approved art proof, so please ensure you check spelling and artwork details carefully including names, dates and your custom text.
We have perfected our packing process so we experience very few breakages, however in the very unlikely event that your item is damaged in transit please send through a photo of the damaged product and we will arrange a replacement.
Please note that we are unable to offer refunds on custom decorated products once the production process has commenced unless the mistake was an error on our part. For non-customised products, if the item is not as described or doesn’t meet the purpose it is intended for we will gladly offer a refund or exchange.
- Please contact our customer service either via phone (1300 687 253) or via email ([email protected])
- You can return your item to us at Keep it Custom, 25 Dell Rd, West Gosford, NSW2250. Please include your name and order number with the item. Unfortunately, we are unable to cover the cost of return shipping.
- Once we have received the item we will process the refund the next business day onto your original payment method. Please allow approx. 3 business days for the amount to show up on your card or account.
- You have 30 days from the date of purchase to initiate a return/exchange.
If you are unhappy with your purchase for any reason, please email ([email protected]) or call 1300 687 253 and we will do our very best to resolve your issue.