FAQ + turnaround times
LOCAL PICK UP
Sapphire Design Au is not a shop front, rather a small home based business; Therefore our pick up availability is strictly limited to mon-fri 10am-5pm.
As all our items are custom and made to order, we reserve the right to use our product photos in our listings and social media, if you wish for your order to not be featured please advise at time of purchase.
For all enquires please email Rebecca at email@example.com. Being the sole operator of Sapphire Design written correspondence is preferred for clarity and so we can respond to your enquiry in a timely manner. With young children near by phone calls go unanswered.
TURNAROUND and other info
- FOR LASER ENGRAVED/CUT ITEMS
Our current processing time is up to 5 business days, we will post out/have ready for collection sooner where possible but our processing time can extend when in peak season. Shipping time is added to turnaround time.
Mirror acrylic is quite fragile so please handle with care and store back in packaging when not in use. Avoid bending the decoration or dropping on hard surfaces. To remove finger prints please gently wipe down with a microfibre cloth.
As this product is custom made especially for you no refunds will be given for change of mind. However any issues with your item please contact us within 24hours of receiving and we would be happy to assist. All return postage is paid by the buyer and the item must be in an unused condition. The buyer is responsible for any loss of value or damage in transit.
As these are custom made to order items slight imperfections may be present. All care is taken to minimise any imperfections but if any should not be confused as a faulty product.
-FOR BAPTISM CANDLES AND PACKAGES
Our current processing time is a minimum of 14 days, we will post out/have ready for collection sooner where possible but our processing time can extend up to 4 weeks when in peak season without notice. Shipping time is added to turnaround time so if you have something in mind for an event its best to order as soon as you can and upgrade shipping/process to express/and or urgent order if your orders needs to be collected/ posted sooner then our minimum 2 weeks processing time.
We post Australia wide from postcode 2560 with Australia post.
Transit times can vary pending your location from us and can be any where from 2-4 business days for regular post. For regional areas expect up to 8 business days. Express post can take 1-4 business days pending your location. You can get an estimate of shipping times on the Australia post website.
Delays in transit times is out of our control however if you have not received your order according to Australia post estimate please head to your local PO to see if it is sitting there awaiting collection as some times the post man will attempt delivery but not leave a collection card.
We can not guarantee delivery times during pandemics or wild weather as these delays are out of our control.
URGENT ORDERS – applicable to made to order items only!
As our processing time is a minimum of 14 days (which excludes pick up and shipping time frames) any orders required sooner then this time frame are classed as an urgent order, you can upgrade to urgent order before adding the item to your cart, this will speed up the processing time in line with your event so long as there is reasonable time to create/ post your order with transit times also considered. If you are unsure if we are able to commit to your time constraints please enquire before placing your order. In the event that your order is unachievable and you have already placed your order we will advise you and cancel/refund your order. It may also be recommended to select express post pending your location, please enquire first if you are unsure.
In the event that we are experiencing an influx of orders we will operate in order of priority or due date so it is very important to list a need by date if you are travelling for your event. As Sapphire Design is a made to order service and only 1 person operator (Rebecca) our production times are subject to change without notice.
When placing your order please ensure all required information is supplied (you can add info in the note to seller box at the bottom of the cart page) to prevent any delays in the production of your order, if you have missed this step please email info to firstname.lastname@example.org with your order number and details.
WHAT ARE THE CANDLE SIZES?
We have a range of sizes which you can select from the dropdown menu before adding your candle to your cart;
WILL I RECEIVE A MOCK UP OF MY ORDER?
For candles and some other ‘custom’ orders you will receive a proof yes, for simple items that will be as pictured like personalised gift boxes you will not receive a proof unless requested.
We will email your proof within 3-5 business days (sooner times applicable to rush orders where required) of you placing an order so please keep an eye on your spam/junk folders. If we are experiencing a high volume of orders this time frame may extend while we work in order of priority.
Please carefully review your proof and spell check all text, names and dates and confirm all details are correct, as we work in high volume human error may occasionally occur. Once your proof has been approved no more changes can be made regardless of if the error was only on the proof and not on the order form as we may work on your order immediately after approval. No replacement or refund will be given for spelling errors noted on finished products that were approved by you, the customer.
Due to the handmade process of this product, slight imperfections may be present. There may be imperfections on foiled areas which is unavoidable due to the hand foiled process. It is possible for there to be some black visible where the foil has not adhered well. All care is taken to minimise any imperfections however, if any they should not be confused as a faulty product.
DO YOU SHIP OUTSIDE AUSTRALIA?
Yes, we have shipped to USA, New Zealand and Croatia to name a few but only do so on request, please send us an email with your order requirements, need by date and your full address and we will quote you on postage costs.