Just received your gift but found out that something is wrong?
We guarantee our products to be free of manufacturing errors or product defects. If there is a defect in your item, you may return it in new condition and in its original packaging for a prompt exchange for the same item. Understandably, personalised items cannot be accepted for return, unless there is a manufacturing error or product defect. YOU MUST BE AWARE THAT IF THE QUALITY OF THE PHOTO SUPPLIED BY YOU IS POOR THEN THE QUALITY OF THE PRINT WILL ALSO BE POOR and we are not responsible for such defects.
All such contacts must be made within 2 days of receipt of parcel by sending an email to with your order ID mentioned. If you do not notify any discrepancies immediately, we can still help you with your order at our discretion. If you made an error when placing your order, unfortunately we are unable to replace or refund.
You must read our full Delivery Information and Returns & Refunds Information below for more details.
What if my item doesn't arrive? What if the item is lost in transit? What if the item arrives but is damaged in transit?
Don't worry, we will have another item sent to you at no extra cost to you whatsoever. We guarantee that your order will arrive at your delivery address intact. If the item is damaged or if the item is lost in transit, we will have a replacement sent out to you at no extra cost to you.
You must stick to our terms and conditions which states that all such complaints should be lodged within 2 days of receipt of parcel in case of damaged goods by sending an email to with your order ID mentioned. If the parcel doesn't arrive within the specified timeframes, contact us ASAP so we can have a replacement sent to you.
You must be aware that many of our parcels may require a signature on delivery. So if you are not at home to receive the item it may be lodged at your local post office. Failure to collect the item may result in the parcel being sent back to us. In this case you must pay again for shipping.
If there is a delay in delivery of the item we will not cancel your order or refund your money. However, for Priority Delivery items alone, if there is a problem at our end (excluding postal delays), due to which we are unable to deliver within the specified time for metro areas, we will refund the additional priority delivery charges. All these are personalised items, so no one else will buy your item!
You must read our full Delivery Information and Returns & Refunds Information below for more details.
If your address is incorrect or not provided in full (especially in cases where its a business/commercial address) you must pay for re-shipping the item. So please ensure that you provide the correct address in full.
Christmas Delivery cut Off dates: *****CHRISTMAS DELIVERY CUT OFF DATE HAS NOW PASSED. SORRY CHRISTMAS DELIVERY NOT POSSIBLE ON ANY ITEM**** All orders placed after the cut off dates will be processed in the new year after Jan 23rd while we return from the hoidays.
* All orders placed ON OR BEFORE 18 DEC 2011 for items in STORE A will be shipped out on or before Dec 20th 2011. However if you are in a remote area then there is still a possibility that your order may not arrive on time.
We are not responsible for any shipping delays.
* We can guarantee to dispatch all orders placed ON OR BEFORE 18 DEC 2011 for items in STORE A on or before Dec 20th 2011. If for some reason your order does not arrive before Christmas we are not responsible for it.
* Christmas Delivery is possible for all items in STORE A only for orders placed before cut off date. All other products in all other stores will not be delivered before Christmas.
* If you order includes multiple items and if your order includes items from stores other than STORE A then only items in STORE A will be delivered. The rest will arrive after Christmas holidays in the new year as a separate parcel.
* Christmas delivery is not guaranteed for any item in any other store except STORE A
We personalise and custom create every order for you. So please allow sufficient time for us to personalise your items. Within any of the below departments, it is the same flat shipping price for unlimited number of items.
WHAT ARE THE ITEMS IN DIFFERENT STORES? - Each product page will display the store it belongs to in the section for Turnaround Time & Shipping
SHIPPING DETAILS
Department
Regular
Express
STORE A
$9.95
10 - 16 business days
$15.95
8 - 10 business days May vary for regional/rural areas. We are not responsible for postal delays.
STORE B
$9.95
10 - 16 business days
N/A
STORE C
$9.95
10 - 16 business days
N/A
JEWELLERY STORE
$9.95
15 - 20 business days
$19.95
10 - 12 business days May vary for regional/rural areas. We are not responsible for postal delays.
Artworks & Canvas
$14.95
10 - 16 business days
N/A
* YOU MUST READ AND AGREE TO OUR SHIPPING CONDITIONS BELOW PRIOR TO PURCHASE.
If delivery takes longer in certain circumstances, we will not cancel your order or refund your money. However for priority delivery if there is a problem at our end (excluding postal delays), due to which we are unable to deliver within the specified time for metro areas, we will refund the additional priority delivery charges.
For most items we use Australia Post for delivery.
Australia Post may occasionally take longer times for delivery. We will not refund your money due to such delays.
Delivery may take longer than specified for regional/remote/rural areas.
You must sign for your parcel when delivered. If no one is available, it will be lodged at your local post office. WE ARE NOT RESPONSIBLE FOR SUCH DELAYS.
The turnaround time mentioned is the total time (business days) to deliver your order after you have finalised payment and CORRECT personalisation options.
This does not include the time waiting for your payment, photo or seeking any clarification from you. So please make sure you review your order before confirming.
For artworks, there will be a processing time in addition to the shipping time which will vary for each artwork. The turnaround times will also vary based on the time taken to seek your approval of the preview. So please allow sufficient time when you order artworks as gifts.
All delivery information is subject to stock availability.
If you choose direct deposit, we will not process your order until payment is received in full.
If your shipping address is a business/commercial address we will not take responsibility for lost parcels, or delayed delivery.
Very large quantity bulk orders and very large canvas may incur additional shipping costs, we will contact you to discuss the options with our best possible shipping quotes.
Christmas Delivery cut Off dates: *****CHRISTMAS DELIVERY CUT OFF DATE HAS NOW PASSED. SORRY CHRISTMAS DELIVERY NOT POSSIBLE ON ANY ITEM****
* All orders placed ON OR BEFORE 18 DEC 2011 for items in STORE A will be shipped out on or before Dec 20th 2011. However if you are in a remote area then there is still a possibility that your order may not arrive on time.
We are not responsible for any shipping delays.
* We can guarantee to dispatch all orders placed placed ON OR BEFORE 18 DEC 2011 for items in STORE A on or before Dec 20th 2011. If for some reason your order does not arrive before Christmas we are not responsible for it.
* Christmas Delivery is possible for all items in STORE A only for orders placed before cut off date. All other products in all other stores will not be delivered before Christmas.
* If you order includes multiple items and if your order includes items from stores other than STORE A then only items in STORE A will be delivered. The rest will arrive after Christmas holidays in the new year as a separate parcel.
* Christmas delivery is not guaranteed for any item in any other store except STORE A
Yes. Change the shipping address in the checkout process to deliver at any address within Australia. International delivery is available for some items on request.
We guarantee our personalised products to be free of manufacturing errors or product defects. If there is a defect in your item, you may return it in new condition and in its original packaging for a prompt exchange for the same item.
Understandably, personalised items cannot be accepted for return, unless there is a manufacturing error or product defect.
All such requests must be made within 2 days of receipt of parcel by sending an email to with your order ID mentioned.
Please review your personalisation information before submitting your order.
Check spelling, dates, names and other options carefully.
You are welcome to email us at if you have questions about personalisation, before placing your order.
We are not able to accept cancellations or changes to orders once they are placed, as they immediately are sent into production.
When you receive the package and find something wrong with your order, you must contact us within 2 days of receiving it by sending an email to with your order ID mentioned. If you do not notify any discrepancies immediately, we can still help you with your order at our discretion.
Read our shipping conditions for full details. But to be brief, NO. We will not cancel your order or refund your money. However, for Priority Delivery items alone, if there is a problem at our end (excluding postal delays), due to which we are unable to deliver within the specified time for metro areas, we will refund the additional priority delivery charges. All these are personalised items, so no one else will buy your item!
You can pay through Credit Card or Paypal or Direct Depost. To pay through Direct Deposit you must first place your order. On the Order Receipt page, you will find our Bank Account Details. Anytime, you can go to your MyAccount page where our bank details are provided. All orders will be processed only upon receipt of full payment.
You will notice that the important pages (payment page, sign in page etc) are secured with state of art SSL encryption security and certified by GoDaddy Inc. In addition we do not process or store any credit card details in our servers. Credit card details are gathered and processed by ANZ Bank and Direct Payment Solutions Ltd (DPS), which is a leading payment solutions provider since 1997 for major businesses and large corporations in Australia & New Zealand. For further information refer to www.paymentexpress.com.au
You must complete placing your order before you can upload your photo. You will find a link on your order receipt page to upload photos. Also anytime you can go to my account page and Upload Photos. Alternatively you can send an email to . Please mention your order number in all cases.
Please click on "Order Status" at the top right corner in our website or click here Order Status. You must be signed in to access this page. If you are worried about the order status shoot an email to with your order number mentioned.
Please add to your contacts list / address book, to avoid losing important emails from us (It might get lost as spam/junk). If you are concerned, please contact us at orders@violetindigo.com.au with your order number in the subject.
