Detailed FAQ Section
Product
What types of products do you create?
We specialize in creating beautiful, timeless foiled keepsakes. Our primary products are custom foil artwork preserving your loved one’s unique handprints, footprints, and your pet’s precious paw prints.
What materials do you use for the artwork?
Each piece is printed on 220-300gsm premium smooth card stock and finished with premium metallic foil. This ensures your keepsake is not only visually stunning but also designed to last a lifetime.
What foil colours and finishes are available?
We offer a curated selection of premium metallic foils to match any decor or style. Our most popular options include Gold, Silver and Rose Gold. You will be able to select your preferred colour during the ordering process for a truly customized finish.
Are frames included with the foil prints?
Our core product is the custom foiled art print itself, allowing you the flexibility to choose a frame that perfectly suits your home. Frames are typically available as an optional add-on during the checkout process. Please check the specific product listing to confirm if a print is sold framed or unframed.
What is the maximum size for a print?
While size options vary by product, our most common sizes are standard A5 and A4 dimensions. Please check the individual products to check size options.
What if my print is smudged?
We do our best to clean and restore it. If we need a clearer version, we will contact you.
Why didn't I receive an order confirmation?
If you submitted an order with us but didn't receive an order confirmation, it's possible that your email address was entered incorrectly. Get in touch with us via our Contact Us page to check if we have received an order in your name.
We're happy to change the email address for you and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.
Production
How does the customization process work?
The process is simple and broken down into three steps: 1. Take your print: Use our recommended method (or your own) to capture the print. 2. Upload & Order: Place the order by adding personalization text (name, date, quote) and Upload a clear photo or scan of your print using the QR code sent in the confirmation email. 3. Proofing & Creation: We digitally clean and enhance the print, send you a design proof, and upon your approval, we proceed with the premium foiling in our Adelaide studio.
How do I capture a high-quality hand, foot, or paw print?
We recommend using an Inkless Print Kit for the safest, easiest, and cleanest result. The key is to get a sharp, clear impression. When photographing or scanning, ensure the image is well-lit, taken directly from above (not at an angle), and is high-resolution with no shadows.
What if my uploaded print has smudges or marks?
Don't worry! We meticulously clean, enhance, and digitize every print to remove minor smudges, faint lines, or background marks. We will contact you in case we are not able to use the uploaded print.
Will I see a proof of my design before it is produced?
Yes, absolutely. For all custom keepsake orders, you will receive a digital design proof via email within a set number of business days (typically 2-4 days). This proof will show the finalized print outline, chosen text, font, and layout. Production only begins once you have fully approved the proof.
How long does it take to produce my custom artwork?
Production time begins immediately after your proof is approved. We hand-make every piece in our Adelaide studio. The standard production turnaround is typically 2–5 business days before shipping. This time ensures meticulous design work, quality foiling, and proper packaging.
Can I make changes after I submit my order?
You can request changes to the text, font, or layout during the proofing stage. Once you have approved the final design proof, no further changes can be made, as the production process begins immediately.
Shipping
What are your free shipping thresholds?
We are pleased to offer: Free Australia Wide Shipping on all orders over $60 AUD. Free International Shipping on all orders over $150 AUD.
Where do you ship from?
All foiled keepsakes are lovingly created and shipped directly from our studio in Adelaide, South Australia.
Which countries do you ship to?
We currently ship to the AU, NZ, Canada, UK and US.
For the AU and NZ, we offer Standard and Express Shipping options via Australia Post. Get free Standard shipping if you spend over AUD $60.
For all International Orders, we offer ONLY Standard Shipping option via Australia Post Tracked service - shipping is calculated at the checkout. Get free Standard shipping if you spend over AUD $150.
How long will shipping take (after production)?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Shipping times vary based on location and the chosen shipping method: Domestic (Australia): Standard shipping typically takes 3–7 business days. Express shipping (optional upgrade) takes 1–3 business days. International: Standard international shipping typically takes 10–25 business days, depending on the destination country and customs processing.
Is tracking included with my order?
Yes. All orders, both domestic and international, are shipped with tracking. You will receive an email notification containing your tracking number once your order has been dispatched from our studio.
Do I have to pay customs duties or taxes for international orders?
International customers are responsible for any customs duties, VAT, import taxes, or fees charged by their destination country. These charges are outside of our control and are not included in the item price or shipping cost. We advise checking your country’s import policies before ordering.
Payment
What payment methods do you accept?
We accept a wide range of secure payment options, including major credit cards (Visa, Mastercard, Amex), PayPal, and common buy-now-pay-later services (such as Afterpay).
What currency will I be charged in?
All transactions are processed in Australian Dollars (AUD). If you are paying from an international account, your bank or payment provider will automatically convert the charge based on their current exchange rates.
Is my payment information secure?
Yes. Our website uses secure SSL encryption and our payment gateways comply with the highest level of Payment Card Industry (PCI) standards to ensure your personal and payment details are always secure.
When will my credit card be charged?
Payment is processed at the time the order is placed to secure your spot in our custom production queue and to begin the design process.
Returns and Others
What is the return policy?
Due to the highly personalized nature of our foiled prints, we do not offer returns or refunds for change of mind. However, your satisfaction is our priority. If the artwork arrives with any defect or error that differs from the approved digital proof, we will happily reprint and replace it at no charge.
What if my order arrives damaged?
In the unlikely event that your artwork is damaged during shipping, please contact us at via out Contact Us page within 48 hours of delivery. Please provide a clear photo of the damaged packaging and the print itself, and we will promptly organize a replacement for you.
Can I cancel my order?
If you need to make changes or cancel your order, contact us within 12 hours of placing your order via our Contact Us Page.
How can I contact your customer service team?
You can reach us via our Contact Us page. As a small, Adelaide-based studio, we aim to respond to all inquiries within 1-3 business days.