FAQ

Is my information safe?

Absolutely. All payments are processed securely by trusted payment receivers, Paypal and Stripe. I see none of your personal payment information. Your  address, phone number and email address will never be shared and only used for the purpose of your order. You photos are stored on my computer for up to two weeks after your order is placed (until you would have received the order) and then deleted. I will never photograph and share your photo products without prior permission. 

What are the guidelines when providing my photographs?

Please provide the photos in the highest quality you have. If the photo quality won't work, I will email you to discuss and request another photo. Generally, phone photos work fine, but some photos pulled from Facebook can be too small. If you're unsure if your photo will work, feel free to contact me via email or Facebook to check before ordering. Scans and older photos do generally work well, often the 'in memory' products use older photos and they come up beautifully. I want you to love your purchase, so if I have any concerns about your photo I will contact you before commencing production.

No collaged photos are accepted for our products without prior discussion. Strictly single photos for each upload only.

Why don't all your products have a layout proof?

Mainly to keep the production times down, especially during peak periods! I would have to increase my prices for all the additional labour time if I were to send a proof for every product. For all text-only personalised products, no layout proof is sent as these are a template that I've made and simply copy and paste your information in to. Some photo products will be sent a proof, as noted in the individual product description. If your photo product is one that does not receive a proof and you would like to see one, please leave a note at checkout. You will need to expect delays in doing so. I am a qualified graphic designer and will always use your photo as it works and fits best with the product. Where possible, I will crop to the head and shoulders of the person/people in the photo, however I know that sometimes there is meaning in the whole photo or something special that needs to be included.

How long does it take to make and post my order?

While most orders will be shipped in 3-5 business days, please allow up to two weeks for production, especially in peak times such as Christmas. All pregnancy announcements are shipped within the 3-5 business days. For current production timeframes, please contact me.

Some personalised photo products will receive a layout proof, as noted in each individual listing. The proof will be sent via email within three business days. The production time cannot begin until the proof has been approved, please check your email including junk/spam folders regularly. Please ensure you provide all information and the correct image while ordering to keep your production time to a minimum. More than one change to a layout proof will incur an additional customisation charge. If no proof approval has been received within three business days, production will begin and no changes can be made. 

What are the shipping costs and times?

Zelsk items are made in and shipped from Brisbane, Australia. Flat rate shipping within Australia is $8 with the option to upgrade to express shipping. International shipping varies by location and will be calculated at checkout. All wine labels have free worldwide shipping, but this is an untracked service.

The shipping time within Australia is 3-8 business days. For international orders, please allow 1-4 weeks. Zelsk cannot be responsible for any shipping or customs delays, as these are out of my control.

Some countries may have import taxes and fees. This is the responsibility of the buyer, please check before purchasing.

What is your returns and replacement policy?

Every item is made and packed with love and care and inspected before leaving the studio. That being said, sometimes errors do slip through (I'm only human!) and I will rectify any mistake I make immediately. If there is not time to get you a replacement, I will give you a refund (and my sincerest apologies - I hate to let people down!). I am not responsible for errors outside of my own, so please double check all your information is correct and you have uploaded the correct image/s for photo products. If I think an error has been made (in spelling or a date for example), I will contact you to check. I do this first via email, but if I don't receive a response within two business days I will send a text message (this is the only time I use your phone number). There are no returns or refunds for personalised products or change of mind. I have tried to portray the products as accurately as possible in the photos and the descriptions. Please read the product description for sizes and other information.