Frequently Asked Questions
Can I place a custom order for a product that is not listed?
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Absolutely! We can work with you to establish what specifically you are looking for and help bring you vision to life. To place or enquire about a custom order for a product that is not listed, please send us an email at wishuponagiftcairns@outlook.com or fill out our Get In Touch form so that we can discuss your design requirements and consult with you throughout the design process. It will be necessary in most cases to provide you with a proof for approval before your item can be created.
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Where do you ship from?
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We ship from Gordonvale, Cairns, QLD, 4865
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I live in Cairns, what are my options if I wish to collect my order?
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If you would like to collect your order please select 'pick up' at checkout and leave a note requesting collection. The studio is located in Goldsborough, collection from the studio is available by prior arrangement, alternatively, we can arrange for collection from Gordonvale. We realise Goldsborough can be quite a drive for some, and for this reason we are happy to provide public meetup as an option, on a mutually agreeable day/time. Please get in touch to enquire.
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Do you ship internationally?
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At this point in time we do not ship internationally, however it is something we will be looking into in the near future.
What payment methods do you accept?
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We accept payment via PayPal, Stripe card payments, direct deposit and cash. Due to the personalised nature of most products, payment is required in full prior to creation.
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How can I track my order?
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A tracking number will be sent to you via email once your order has been shipped. Please refer to the Australia Post online tracking portal for up to date information regarding your package in transit - should you have any further enquiries please feel free to get in touch with us.
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What is your return policy?
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For information regarding returns please follow this link - Return Policy
Do you offer gift wrapping services?
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Some of our products do come stylishly boxed - these items will state 'Ready to be gifted' in the Product information section of the product description. Should you wish to have your purchased wrapped or gift boxed prior to despatch, please request this via email referencing your order number to wishuponagiftcairns@outlook.com
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Can I cancel or change my order after it has been placed?
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Please get in touch to discuss your requirements. In most cases, due to the personalised nature of most items and the stages of processing required to create 'made to order' items, we will be unable to change your order once order has been placed.
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Do you offer expedited shipping options?
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Yes! We do offer Express Post through Australia Post. Please note that delivery timeframes are set by Australia Post for both Standard and Express Post, and may be subject to delays out of our control.
What should I do if my item arrives damaged?
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As a first point of contact, please get in touch to report the damage, providing details and photos of both the damaged item/s and the packaging. ​ It's important to keep the original packaging and damaged item as Australia Post may require you to bring them in to an Australia Post outlet when processing your claim. You may be required to provide additional documentation, such as proof of purchase or the postage receipt, when lodging your claim.​
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What is your processing time for orders?
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Our current order processing time is between 2 to 10 days, dependant on the type and size of your order and quantity or orders we are processing at the time. If you're needing your order in a rush, please get in touch with us at wishuponagiftcairns@outlook.com to see how we can be accommodate your request.
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Do you offer customisation or personalisation services?
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Yes we do! In addition to the products we offer, we can personalise an item provided by you that has a smooth, hard surface with permanent adhesive vinyl. Unfortunately, we do not offer laser engraving on personal items at this time, due to a wide range of factors that can affect the quality of the engraving if it is not first tested on the same material/surface.
How do I care for my products to ensure longevity?
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Simply follow all care instructions detailed in the product information section or on the individual sticker/ labels that come with your purchase. If you have any questions, please feel free to get in touch.