western australia

Custom Order Policy

How personalised orders work, from the details you send us to the day it ships.

Graceful Creations specialises in handmade and personalised items created with care in Western Australia. Custom orders are made specifically for you, and this policy explains how they work.

Custom Order Process
Custom orders begin once full payment and all required details have been received. This includes:
- Names, wording, colours, and design choices
- Size selections
- Any reference photos or inspiration images (if applicable)
We copy personalisation details exactly as provided, so please double-check spelling, punctuation, and capitalisation before submitting.
Production Time
Custom orders generally take 7–15 business days to create, depending on complexity and current workload. During peak periods, production times may extend slightly.
Proofs & Approvals (If Applicable)
Some custom designs may include a digital proof. If a proof is provided:
- You will receive it via email
- You must approve the design before production begins
- Delayed approval will delay your order
If no proof is required, your item will be created based on the details you supplied.
Glitter Colour Availability
For custom items that require glitter, Graceful Creations will always aim to use the exact colour requested. However, glitter shades can vary between suppliers, may be discontinued, or may be unavailable at the time of production. If the exact colour is not available, Graceful Creations reserves the right to use the closest matching glitter colour to ensure your item is completed on time and maintains the intended look. This substitution will always be chosen with care to match the original design as closely as possible.
Changes After Ordering
Once production has started, changes cannot be made. If you need to update details, please contact us immediately — we will assist if your order has not yet entered the creation stage.
Cancellations
Custom orders cannot be cancelled once production has begun. If production has not started, we may be able to cancel the order at our discretion.
Accuracy of Information
Graceful Creations is not responsible for errors caused by incorrect information provided by the customer, including:
- Misspelled names
- Incorrect dates
- Wrong colour or size selections
- Missing personalisation details
Please ensure all information is correct before submitting your order.
Refunds & Returns for Custom Items
Under Australian Consumer Law, custom or personalised items are not eligible for change-of-mind refunds or returns. However, if your item is faulty, damaged, or not as described, you are entitled to a remedy. Please refer to our Refund & Returns Policy for full details.
Handmade Variations
Because each item is handmade, slight variations in colour, placement, or finish may occur. These are normal and not considered faults.
Communication
All custom order communication will be sent to the email address provided at checkout. Please ensure your contact details are correct so we can reach you if clarification is needed.
Contact
For custom order enquiries, please email hello@gracefulcreations.au.