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Frequently Asked Questions

Do I get to see a proof of my order?

Definitely. For cards, a PDF file will be sent to you before finalised to make sure the details are correct and that you are happy with the design.

For frames, you will see a photo of the completed frame before it is sent to you. For frames with a new personalised design, we will send you a photo of the papers/embellishments we plan to use to make sure you are happy with the theme, colors and draft layout, before we go ahead with assembling the final.

Do you allow changes such as colors, photos or text after the first proof has been sent?

Yes. We do not charge extra for changes during the proofing stage. However if you have already approved a design and change your mind after the design has been printed, this would count as a new job. This is why it is important to check the design and any changes and make sure you are happy with them. We will not go ahead with finalisation until you are happy with the final proof.

What is the turnaround time?

We do our best to start on orders as soon as we receive them. Personalised keepsake frames are carefully planned with a fair amount of time dedicated to customising and combining the right elements and at times can take a bit of time and creativity.  In between juggling work and motherhood, these are often done out of hours.

The average turnaround time for a frame is 1-3 weeks. The average turnaround time for cards is between 1 day to 1 week. If you require a product urgently or for a funeral, please contact us for a specific timeframe. Our emails and telephone calls are checked daily.

If I want a particular frame but in another color scheme, or if I want a different embellishment on it (eg a teddy, charm, angel wings etc), can you accommodate that?

Everything can be personalised. If you like the theme, color scheme or layout of one frame, but not a particular ribbon or image used, we can interchange the different elements, subject to what is available. Similarly if you are after something specific, let us know and we will do our best to source it. We will discuss this with you prior to your order.

Are all your frames white?

Currently, yes. If you would like another colour in a similar design please let us know. Our supplier has other frames in stock which we can look into.

I have my own frame. Can you still do the interior part of the frame for me?

Yes. In this case we will get the specific measurements from you and will complete the design to make sure it fits into your frame. Usually this will be supplied to you with a mat board so no assembly is required by you.

What are you payment terms?

Payment is required at the time of  your order, or before work can commence on your order. You may also email us with your order details and we can send you an invoice with payment details.

Payments are in Australian dollars (AUD).

What payment methods do you accept?

Payments are accepted through PayPal, via PayPal transfer or credit card. You can also pay by direct deposit into our Australian bank account. Please email us if you prefer this option.

Do you ship overseas? How long does it take?

Yes we will ship anywhere that is possible from Australia. We charge the standard rate we are charged by Australia Post, plus a small amount to cover the cost of the packaging. If you are placing an order from outside Australia, please contact us before placing an order to discuss the estimated shipping costs.

Most items are sent by air mail and this generally takes between 3-7 days for the US. For other countries, please refer to the Australia Post website on International Shipping.

Items can be sent by sea at a lower rate, which can take between 4-10 weeks. Please let us know if this is a method you prefer.

I am in the US but am being charged a $9 surcharge for postage. Why is that?

All parcels sent to the US weighing over 500g (15 ounces) incur a $9 surcharge. This is due to new security measures by the US government on inbound freight which have increased cost implications associated with screening and transport.  Our frames weigh approximately 750g (26.5 ounces) and the cost of cards can vary depending on the amount ordered.

I placed an order but was not charged shipping. Is that correct?

Depending on your location, shipping rates might not always appear in your order calculation. If this is the case we will contact you with the shipping rates to your location.

If you ordered a digital file only, this is sent to you by email and shipping is therefore not applicable.

How do you ship the frames? What if they break?

The frames are shipped by post and can also be sent by courier if requested (NB: this will add to the cost). The frames are tightly packed in cardboard packaging and bubble wrap. We have not had any frames damaged in the post to date, and we have sent many overseas. In the unfortunate event that the glass should break, replacement glass can be cut from a local framing shop. The cost is generally well below $10  to replace the glass. Should your frame arrive with broken glass (and we don't expect it will), please contact us to discuss recompense.

I ordered printed cards. Do I also get a copy of the digital file?

Yes. Whether you order the digital file only, or cards printed and mounted, we will send you the final file in JPEG or PDF format for your records, in a high quality to enable you to have it printed.

I would prefer to do the printing myself. Are there any issues I should be aware of?

Print quality can vary from printer to printer, and from one professional lab to the next, and this can vary in terms of color, finishing as well as cropping. We prefer to use our own professional photo lab to ensure the quality turns out as intended. For a little extra, it is worth the time and money compared to printing it yourself.

We recommend printing on Kodak Professional quality matte paper on a Kodak machine. Although our designs are formatted to a specific standard size, some printers may cut off 1-2 mm (0.03 - 0.07 of an inch) from any side which may make the design not align correctly. This can vary greatly between photo labs and we have had mixed results when printing the same document at different photo labs. We recommend doing a test print before printing out a large quantity to ensure you are happy with the color and alignment.

Do you accept returns or give refunds?

If the product is faulty, damaged or does not meet your expectations, please contact us to discuss. We will accept returns only under these conditions, but not if you have simply changed your mind. While images on the computer screen can give different color ranges, we do not expect major differences in color changes from the electronic copy to the printed copy.

Tell us about yourself

I'm a mother who has experienced loss of a baby - 68.8%
I'm a father who has experienced loss of a baby - 6.3%
I'm a family member of the parent - 12.5%
I'm a friend of the parent - 12.5%

Total votes: 32