Below you will find answers to our most frequent inquiries. Hopefully this will make your visit to our website a little easier. Click on the icon below to go straight to your required section.
Most items take approximately 5 -7 business days for production once all payment and info for engraving has been received. Some items take longer, these timeframes are outlined in the individual listings.
All production times shown are estimates only and will vary depending on the volume of work on hand. If your item is required to be sent within the advertised production time for a time critical event please contact us before or at the time of ordering to confirm this so that your order can be sorted appropiately.
Please note that we send artwork approvals for personalised orders to ensure you are happy with the design before production, with this in mind any time that passes between us emailing your approval and receiving the ARTWORK APPROVED confirmation back from your email will be added to the production times outlined, as there is no way your order can go into the production line without artwork approval being received. With this in mind we stress how important it is to keep an eye on your email during the following days after placing your order.
We also offer a rush production service on most of our items which can bring the production time back to 3 business days from approval. There is a surcharge of 20% of the order value or $20 (whichever is greatest) to add our rush production service to your order. This rush production service should be discussed with our staff by calling 1300 273 877 at time of ordering. Our staff will also need to talk you through how to add this rush production to your order.
Courier/Express delivery is also available for urgent orders, the cost of this varies depending on the weight of the items being ordered and also the location. Similar to our rush production service this should be discussed over the phone with our staff at time of ordering, please call 1300 273 877.Did we answer your question ?
If you have a tight deadline please let us know before you place the order. We may need to add a rush charge or upgrade your order to Express Post to ensure that it will arrive by your deadline.Did we answer your question ?
After you place your order you will receive a confirmation email to say that we have received your order.
Our graphic designer will then receive your order and set up the design for you to review. 12-48 hours later you will receive your artwork proof (time varies depending on how busy that period of time is). You can then review the artwork and approve it if you are happy with the design and details.
Once the artwork is approved, your order will move through to production.
When your order has been completed and dispatched, you will receive an email notification and a tracking number will be uploaded to your order history.Did we answer your question ?
We provide artwork proofs on any orders over $100 (not including shipping). We do not usually provide artwork proofs on orders under $100 in order to streamline the process. This means if your order is under $100 it will go straight into production with the details supplied and will be dispatched ASAP.Did we answer your question ?
Yes you can, we usually need these supplied in one colour vector / EPS format. You can always email you design or logo to us at firstname.lastname@example.org for our design team to have a look at first and let you know if there will be any issues. If you do not have the logo in this format we can sometimes re-draw the design for a small fee.Did we answer your question ?
Yes you can, you can pick and choose between designs, or choose not to include a date or title for example, just be sure to let us know when ordering.Did we answer your question ?
Once you receive the artwork proof from our graphic designer, you have unlimited revisions until you are 100% happy with the design. Simply email back with any changes you want to make, then once you are happy for the order to move through to production you can approve of the design.Did we answer your question ?
Our graphic designer provides a professional artwork proof for personalised orders and offers unlimited revisions. We ask that you check over all details in the proof very carefully before approving it. If you notice an error in the proof just let us know before you approve the artwork. We don't begin production until you have approved your artwork.
We are unable to provide a refund or exchange if there is a mistake on approved artwork, so please make sure you check the spelling and all details carefully, including names, titles and dates.Did we answer your question ?
Yes, the listed price includes engraving.Did we answer your question ?
Yes, our bank details are:
Acc Name: Giftware Direct
BSB: 062 806
Acc No: 1053 8114
Please leave your order reference number as a reference.Did we answer your question ?
All prices listed on Giftware Direct's website are in AUD.Did we answer your question ?
We accept the following methods of payment:
Afterpay – Receive your order now and pay for it later! Interest free over 8 weeks with 4 equal installments!
Visa and MasterCard – Via our secure online checkout
Direct Deposit – Details are provided at checkout, please use your order reference as the payment reference.
PayPal – PayPal is available.Did we answer your question ?
All prices on the Giftware Direct website include GST.Did we answer your question ?
If you have a voucher code, please enter this into the Voucher Code area underneath the product page at check out. Voucher code discounts cannot be added after your order is placed, so please contact our customer service team if you are having trouble adding the code before finishing the order. All voucher codes cannot be used in conjunction with other offers - if you have more than one code, please choose the one that is best for you. If the code you are using is expiring that day and our customer service team is not available, please email us immediately so we can resolve your issue the following day.Did we answer your question ?
Delivery times vary Australia wide. We are located in Cameron Park, NSW, 2285 so this is where the items will be shipped from. Please contact us if you are unsure if your items will arrive in time.Did we answer your question ?
Shipping is FREE on all orders over $100.00, or $14.95 on all orders under $100.Did we answer your question ?
No sorry, we only ship Australia wide.
We have a showroom located in Cameron Park, 2285 NSW. We are open Mon - Fri, 8am to 4pm. If you can collect from this location between those hours you can choose the pick up option on checkout.Did we answer your question ?
We have been shipping out fragile goods for over 6 years now, most of which is glassware. Because of this we have perfected our packaging procedure and breakages are very rare. In saying this, things do happen so in the rare event that your order is broken in transit simply send us an email with a photograph of the broken product and we will arrange a replacement to be sent out asap for you.Did we answer your question ?
Once your order has been dispatched you will receive an email to confirm that your order has been shipped and the tracking number will be uploaded in your order history on our website, you can access this by logging into your account. Although your order can be shipped, the online tracking data often updates overnight so there may be more tracking information to see the next day.Did we answer your question ?
If you live in Tasmania, Northern Territory, Western Australia or in a rural location, we recommend you leave at least 7-12 days shipping time for your order. Please contact us if you need your order more urgently than this as we do offer express postage services. If you contact us for urgent orders, one of our friendly customer service team will get back to you with the best postage/production options and quotes to suit what you need.Did we answer your question ?
The first thing to do is contact the courier company with your tracking number handy. If your parcel cannot be located by the courier company, please let us know and we will lodge an enquiry from this end. Please contact email@example.com if this is the case.
We send all orders over $100 as signature required unless instructed otherwise. We offer you the opportunity to leave a note at checkout for delivery details. If you wish to provide Authority to leave on your parcel please advise us of this in this box. Please note that if you request your parcel to be left without a signature, once the tracking is scanned as 'delivered' Giftware Direct take no responsibility for the parcel being lost or stolen. Please write any instructions for the delivery driver in the comments box at checkout.
Giftware Direct does not have a printed catalogue that can be sent in the mail. We maintain our products for sale on our website, so we ask that you browse the website to view our full product range in detail.Did we answer your question ?
As we are an online store specialising in customised products, we do need you to place your order online. We cannot accept orders over the phone. If you are having trouble with placing your order on our website, please feel free to email us (firstname.lastname@example.org) with your order and one of our customer service team members will be able to assist you with placing the order via email.Did we answer your question ?