Returns + Exchanges
At The Personalised Project, every order is made with care and attention to detail. As our products are personalised and made to order, we ask that you carefully review your selections and personalisation details before submitting your order.
Personalised Orders & Design Proofs
Our proofing process depends on the product you order.
For standard personalised products using an existing design or template, a design proof is not generally provided before production. Please ensure all names, dates, spelling, colours, fonts and other personalisation details are correct when placing your order.
For fully custom orders, we will contact you with a design proof for approval before proceeding with production. Please review your proof carefully, as production will not commence until your design has been approved.
Proofing timeframes vary depending on the product and the complexity of the design. Where applicable, the expected timeframe will be communicated to you.
Once you approve a design proof, you are responsible for checking that all details are correct. We cannot offer a refund or exchange for errors in a proof that has been approved by the customer.
If an error has occurred on our part, please contact us so we can assess the issue and arrange an appropriate resolution.
Processing Times
Our processing times vary depending on the product, its level of personalisation and current order volumes.
The estimated processing time for each product is displayed on its individual product page. Orders are often completed sooner than the stated timeframe; however, during busy periods, the full processing timeframe may be required.
Processing time refers to the time needed to make your order and is separate from shipping or delivery time.
If you require your order by a particular date, please contact us before placing your order to check whether your timeframe can be accommodated. Earlier processing cannot be guaranteed.
Returns & Change of Mind
As our products are personalised and made to order, we are unable to accept returns or offer refunds for change of mind, incorrect personalisation details supplied by the customer, or errors in a design proof that has been approved.
Please check your order details carefully before completing your purchase.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Items
We take care when making and packaging your order. If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible at info@thepersonalisedproject.com.
Please include your order number, a description of the issue and clear photographs where relevant so we can assess the situation.
Where an item is faulty, damaged or incorrect due to an error on our part, we will work with you to provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law may include a repair, replacement or refund, depending on the circumstances. These rights are not affected by our change-of-mind policy.
Exchanges
We do not offer exchanges for change of mind or for personalisation errors supplied or approved by the customer.
If you receive an item that is faulty, damaged or incorrect, please contact us so we can assess the issue and determine the appropriate next steps.
Need Help?
If you have any questions about your order, personalisation, processing time or a concern with an item you have received, please get in touch.