Policies
Everything you need to know about ordering, shipping and returns.
Returns & Refunds
At Austa Laser Artistry, every personalised piece is made especially for you. We take care throughout the production process and want you to be happy with what you receive.
Because personalised products are made using the details you provide, returns work a little differently from standard retail products. If something does go wrong, please get in touch with us, and we'll work with you to resolve it.
Personalisation Details
Your order is produced using the names, dates, wording, artwork and other personalisation details provided when you place your order and, where applicable, the final proof approved before production.
Please check all details carefully before submitting or approving your order.
If your finished item accurately reflects the information or design you supplied or approved, we are generally unable to provide a free replacement or refund because of an error in those supplied details.
If you notice a mistake after placing your order, please get in touch with us as soon as possible. If production has not yet commenced, we'll do our best to help.
If We've Made an Error
If your item does not match the personalisation details or approved design provided to us, please get in touch with us as soon as possible.
We'll review what has happened and arrange an appropriate solution. Depending on the circumstances, this may include a replacement, refund or another remedy available to you under Australian Consumer Law.
Where a replacement is appropriate, we'll work to have the corrected item made and sent to you as quickly as reasonably possible.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please get in touch with us as soon as possible so we can assess the issue and make it right.
To help us resolve the matter quickly, please provide:
- your order number or order details;
- a brief description of the issue;
- clear photographs of the item; and
- photographs of the packaging where relevant.
Change of Mind
As personalised products are custom-made specifically for each customer, we generally do not accept returns or provide refunds for change of mind.
This does not affect any rights you may have under Australian Consumer Law if there is a problem with the product.
Returning an Item
Please get in touch with us before returning an item. In many cases, photographs or other information may allow us to assess the issue without requiring the item to be returned immediately.
If a return is required, we'll provide instructions before you send it.
Returns should be sent to:
Austa Laser Artistry
Unit 1/34 Old Pacific Highway
Yatala QLD 4207
Unit 1/34 Old Pacific Highway
Yatala QLD 4207
Please do not return an item without contacting us first.
Refunds
If a refund is approved, it will be issued to your original payment method.
We aim to process approved refunds within 10 business days. Your bank or card provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please get in touch with us at info@austalaserartistry.com.au.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot be excluded under the Australian Consumer Law.
Shipping
At Austa Laser Artistry, we know how exciting it is to wait for a personalised order to arrive. We take care when creating, packaging and sending each order so it can make its way safely from our workshop to you.
We ship Australia-wide using Australia Post, with tracking provided for your order.
Production Time
As our products are personalised, please allow time for your order to be made before it is dispatched.
We aim to have most orders ready to ship within 3–5 business days.
Larger quantities, bulk orders or more involved custom artwork may require additional production time. If we expect your order to take longer than usual, we'll get in touch with you to discuss the expected timeframe.
Delivery Time
Production time and delivery time are separate.
Once your order has been completed and dispatched, delivery time will depend on your location and the Australia Post service selected for your order.
As a general guide:
- Parcel Post: approximately 2–4 business days within the same state and 3–6 business days interstate.
- Express Post: approximately 1–2+ business days within the same state and 1–3+ business days interstate.
Delivery times are estimates only and may vary depending on your destination, particularly for regional or remote areas.
You'll receive tracking information once your order has been dispatched so you can follow its delivery.
Need Your Order by a Particular Date?
If you have an upcoming birthday, wedding, event or another important date, please get in touch with us before placing your order.
We'll be happy to check the production requirements and available delivery options and let you know whether your required timeframe is achievable.
While we'll always do our best to help with urgent orders, we cannot guarantee a particular delivery date unless it has been specifically confirmed with you.
Bulk Orders
For larger quantities, corporate orders, weddings, events or other bulk requirements, we recommend contacting us before ordering.
This allows us to confirm production timing, shipping requirements and delivery arrangements before your order is placed.
Lost or Delayed Parcels
If your tracking shows an unexpected delay or you believe your parcel may have been lost in transit, please get in touch with us so we can review the delivery information and assist with the next steps.
Where necessary, we'll work with Australia Post to investigate the delivery.
Damaged Parcels
We take care when packaging orders for delivery. If your item arrives damaged, please get in touch with us as soon as possible.
Please keep the item and its packaging and, where possible, provide clear photographs of both so we can assess what has happened.
We'll then work with you to determine the appropriate next step in accordance with our Returns & Refunds Policy.
Shipping Address
Please check your delivery address carefully when placing your order, including your unit number, street details and postcode.
If you notice an address error after placing your order, please get in touch with us as soon as possible.
We may be able to update the address if your order has not yet been dispatched. Once an order has entered the postal network, changes or redirection may be limited and cannot be guaranteed.
Shipping Locations
We currently ship Australia-wide.
If you're located outside Australia and would like to place an order, please get in touch with us before ordering so we can discuss whether international shipping is available for your order.
Contact Us
If you have any questions about production timing, delivery or an existing shipment, please get in touch with us at info@austalaserartistry.com.au.