FAQs
General questions
The Humble Gift Co. HQ is located in Glenview on the Sunshine Coast, QLD, Australia.
We sure do. Please see the below section regarding production times.
If you need your item even sooner than our production times allow, please contact us to discuss whether we can meet your requirements.
Of course! Once your order is ready, we will organise a collection time and location. Pick-up orders are available from Glenview or Bli Bli on the Sunshine Coast.
Absolutely! Custom orders are some of our favourites! If this is something youβre after, get in touch with us via email, phone or social media so we can bring your idea to life!
Production time
We aim to have your order out the door as soon as possible. When paying your invoice/ cart order, you are agreeing to the timeframe it takes before the shipping company receives your order.
*Subject to material stock and availability*
We keep stock of our most commonly used materials, but sometimes we have to order them, and delivery times are out of our control. If we know there will be a delay in your item production, we will let you know ASAP to arrange alternatives.
Please note if there is a change to production times, this will be displayed in our website header or discussed with you before invoicing.
Standard orders
Unless otherwise specified.
Orders can take up to 14 days to be completed before the shipping company receives the parcel.
We will have the digital design draft ready for you, via email, within four days of payment.
You will be allowed to alter the digital design twice, free of charge. You must supply us with all the relevant details in a timely manner and thoroughly proofread the draft before approval.
We can not make changes once the draft is approved, and you, therefore, accept the responsibility that the item's size, images and content are correct.
Please keep an eye on your emails as an extended delay in replying may result in a production time longer than our standard timeframe of 14 days.
We do not allow refunds on custom products.
Event Signage
Although we endeavour to get all orders out within the 14 business day time frame, if your event date is well into the future, other orders may be prioritised before yours. We will keep you up to date with your order status, but please understand we are doing our best - the easiest way to get in touch regarding your order is to call us on 0432 448 498 for urgent matters, or email us atΒ contact@thehumblegiftco.com.au.
Express orders
You may opt for an express order at the checkout on our website or via quote and invoice.
Express orders are an additional 40% on top of the original cost. Express orders are guaranteed to be shipped or ready for collection within three days of payment.
Express orders are only available using materials that are IN STOCK - we will contact you immediately if your order does not qualify).
The digital design draft will be ready for you within 36 hours of payment via email. You will be allowed to alter the digital design once, free of charge.
You must promptly supply us with all the relevant details and thoroughly proofread the draft before approval. Once approved, we can make no other changes, and you accept the responsibility that the item's size, images and content are correct.
Please keep an eye on your emails, as an extended delay in replying may result in a production time longer than our guaranteed five days for express orders.
Artwork Requirements
Vector files are preferred - ie. SVG or AI.
We can trace from a high-quality JPEG, PNG or PDF.
In cases where we are unsuccessful with automatic tracing, we also offer services to trace or redraw the file - this will incur an additional charge depending on the complexity of the file.Β
If you are unsure and want a quote, please contact us via contact@thehumblegiftco.com.au
Yes, we can create simple shape files for you.
We will provide you with a digital draft for you to approve before commencing your work.
Please review the draft thoroughly to ensure everything is as expected and no details have been accidentally missed. Once the draft is approved, and we make your personalised item, we can no longer refund it.
For a 'standard processing time order' you will get two changes to your draft included in the cost of your item. If more changes are required, it will be $10 per change. This payment will be invoiced and must be paid before your item begins to be made.
Cutting limitations
Our maximum cut size is 1200mm x 900mm. However, we do have the pass-through option or other ways to cut material.
Our ability to cut through materials depends on the piece of material. Generally, we work with 2-6mm sheets of wood, acrylic or leather. Although we can cut thicker. Contact us to discuss
Generally, we can engrave on both sides of the material.
Material Limitations
We canβt cut metals, glass or ceramics.
We will be happy to try your material if you can provide samples, so we confirm our engrave and cut settings before completing the piece.
It depends on the material and if it is safe to laser cut. If you get in contact, we can let you know.
Pricing
As the nature of our work is handmade, our pricing reflects the material costs and the time it takes to design/ digitise your order and get it verified by the customer. As well as the time it takes to cut on the machine and put your order together. As each file and product is unique and requires different specifications often, we will need to give you a quote.
We cannot give you a price unless we have a file and all the details to work off.
Unless your product is on our website, we cannot give you a price until we know all the details and can calculate appropriately.Β Β
Ordering
Website products: If the product you want is on the website, please order through the website directly.
Customised orders: Please contact us via email, Facebook messenger or Instagram if it is a customised order. Alternatively, you can call us on 0432 448 498.
Yes, you can!
We save all our files; therefore, you can reorder your personalised item. If there are no changes made, we may be able to reduce the total cost as there is no extra design involved.
You have two options.
1. Order through the website for the available online and then contact us to be quoted and invoiced for the customised item. State your order number, and we will waver postage costs on the customised item if they are posted together.
2. Collect all the details of the online items you would like to order and include this in your message with the customised item. We will then invoice you for all the items together.
We do! Contact us to arrange a time to meet with us at The Humble Gift Co. HQ in Glenview, Queensland.
Of course! Our number is 0432 448 498. Please note; currently, we are not available everyday due to other work commitments, but we will make sure we contact you back to arrange a suitable time as soon as possible.
Also happy to do a video call.
Payment
Currently, we offer:
- Paypal
- Direct debit (details at checkout or on your invoice)
- Credit card
- Afterpay
- A non-refundable deposit (20% to secure order date for, i.e. large wedding)
- Also happy to set up a direct debit pay in 4 option/ layby
All orders must be paid for before digital drafting and production start. Sorry, we donβt have accounts.
No, we do not offer student discounts. We try to keep our prices reasonable for everyone.
Shipping
Currently, we ship via Australia Post.
Please be advised that Australia Post are responsible for the shipping times, and these can be found on their website https://auspost.com.au/service-updates
Standard postage is charged at a $10 flat rate, and Express postage is $15. Both come with tracking.
We can ship internationally via Australia Post. International orders will require a manual invoice as we need a shipping quote for your order.
Yes, we can send on a courier β prices are quoted job by job.
Returns
Personalised items
If a product has accidentally broken in transit, we will refund or send out a new product.
However, we donβt exchange or refund for any change of mind.
Non-personalised items
an item that is NOT a customised order or has a personalised name; for example, our non-personalised educational range can be returned if you do not believe it fits the item description.
The item must be returned at the customer's expense. The item must be in new condition with all tags attached and no damage. Please inspect your items as soon as you get them, and if you decide to return the item, you must have submitted a request via email within two weeks of receiving the item.
We will debit your refund into your nominated bank account within five days of receiving the returned item at The Humble Gift Co..
Please note that we take photos of all items before they are packaged and shipped. Therefore we will always have documented proof, and refunds are at our discretion.
Wholesale
We do! We are currently creating a wholesale catalogue with new items added regularly.
If youβre interested in buying some items at a wholesale price, please contact us to discuss contact@thehumblegiftco.com.au.
Yes, but this depends on the item. This is outlined in our wholesale catalogue.
Work with us
We would love to collaborate with you! If youβre interested in working with us, please donβt hesitate to reach out. We love hearing all your ideas and working together to benefit each other.
My question isn't here?
Something else on your mind?
Get in touch with us, and we will do our best to help you!
Please be patient with us. We are a small business with two sisters juggling other work, life and family around this business venture. All our items are made to order, even those that are non-personalised. Time is spent designing, cutting, assembling, photographing and packaging each item with great love, care & passion. We endeavour to do our best to keep you updated throughout the journey of your order.
Yours truly,
Chantelle & Tea,
The Humble Gift Co.Β
xx
