Frequently asked Questions:

How do I make a custom design?

A: You can customise a selection of our products on the website. to make it easy for you to spot there is a collection called customisable products that you can find in the navigation bar. All you have to do is go into the product page of your choice click the customise button and input your text, the font and the colour of your embroidery thread. 
If you want something other than text you should get in contact with our design team before you make an order as all complex designs are price on application. 
We will then work together to make your vision a reality!

Can I have multiple fonts on one item?

A: Yes you can! Just let us know in detail what your vision is in your order notes and we'll make it a reality.

I cant see exactly what I want, can I get some help with the design?

Of course you can, if its a request for the text just pop it in the notes at the bottom of your order, don't worry we will send you a mock up to make sure you're getting what you need. Whether you want your text with every letter in a different colour or you want the text on a different part of the towel than the preview we've got you!

What is involved in the processing time for custom orders?

When we receive your order we will either grab your product from our shelves or order it in. Our design team will get to work drawing your design into stitches and when that's complete we'll send you the mock up for approval. We will not embroider on your order until we have confirmation from you so make sure you're checking your spam folder! If we haven't heard from you then we will give you a call to see how you want to proceed.
Once we have your confirmation then the magic happens! We stitch your design onto your chosen products, package them up lovingly and send them your way!

Im out of time! Can I get a rush order?  

Yes you can! You will have to pay the rush order fee of $25 and you will not get a mock-up of your order before we stitch. You'll have to put your trust us and our experience to get you the best outcome as quickly as possible. We do keep some towels in stock so you can have your order extremely quickly if necessary for that last minute wedding gift, baby shower gift or forgotten anniversary. Find our available rush order products in the navigation menu under Last Minute Rush Orders

Will I get a mock-up of my design before my order is completed?

A: Yes! Unless you need a rush order we will not embroider anything on your items until we have received a confirmation of your design mock-up. This way you can check for last minute spelling and grammar. Make sure you check your spam folder and contact us on hello@customisedhome.com.au with your order number if you feel as though you've misplaced your mock-up. 

Ive paid for my order but now need to cancel, can I do that?

A: This depends on what part of processing we are up to with your order so you'll need to contact us on hello@customisedhome.com.au with your order number ASAP

If you have just placed your order and have changed your mind before we have begun processing and designing your order then yes we're happy to refund you minus a $15.00 re-stocking fee.

If we have already confirmed your mock-up and started stitching your order and you've had a last minute change of heart we cannot cancel your order. It will be completed and sent to you as normal.

Can I return and get a refund of my customised item?

A: No, we cannot unstitch items so we do not accept returns unless there is a manufacturing error of the product. We will only take returns on damaged products that are unused, with all tags still attached because it will be something we have to take up with our suppliers.
In the unlikely event that there is any sort of quality control error in regards to your embroidery please get in touch with us on hello@customisedhome.com.au and we will either fix, replace or refund your order. We must have proof and will honour this on a case by case basis within one year of purchase.

Can I bring my own towel for you to put embroidery on?

A: No, if we cant back the quality of the product we wont embroider on it so please see our large range of products ready for you to put your creative stamp on.

Can I pick up my order instore?

A: No, Sorry but our workshop is not currently set up for customers to come in.

My order is a gift, can you write me a special note and leave any pricing information out of the package?

A: Yes of course! We love a prezzie and making your gift that little bit more special is an honour. We can write a custom note and always make sure your order is wrapped prettily so its ready to be presented right out of the box. Let us know if you have any extra special requests in your order notes because we can totally print a picture of Jason Momoa and put it in there.

Will my order be affected my any Covid-19  related delays?

A: Maybe, your order when we have it in our premised wont be delayed but we have no control over the shipping delays that we have all been experiencing but if you're worried we suggest choosing the express shipping option to get priority processing.

How long will my order take to get to me?

A: It depends on what options you choose. If you need a rush order it can be ready to go in as little as 2-3 days. Our regular lead time for customised goods is 2 weeks from order to shipping (which could be shorter depending on how busy we are and how quickly we can get your design locked and loaded) and then shipping depends on whether you choose express or regular delivery.

For our non customisable homewares range we can get it out the door usually in 3 business days.
We can always work with you if you have a special event that you need your items for so don't hesitate to contact us for more guidance.

I want my business logo/name of my guesthouse on some towels, can I do that?

A: Yes, If it is a custom logo send us an email on hello@customisedhome.com.au for a full quote. There will be a one off artwork charge for us to draw your image into stitches and when we have a mock-up ready the process is the same as a regular order.

Can I get a discount for a bulk order?

A: We have a 10% discount for a complete towel set which will be automatically applied in your shopping cart. A towel set is made up of:

• Either 2 towels or 2 bath sheets
• 1 bath mat
• 1 hand towel
• 2 face washers

We can offer a bulk discount on application but only if the design is identical on all products. and your order has 10+ products. If you feel like this applies to you please contact out design team on hello@customisedhome.com.au