FAQs

SHIPPING

»I just placed my order. How long will it take to get it?

Awesome - thanks for that!

Depending on which type of product(s) you’ve purchased, your order could be shipped 2-3 days after you’ve placed it, or it could take up to 3 weeks before it’s on its way to you (4 weeks during peak periods, like Christmas).

Some of our products are Ready-made and can ship very quickly. Others are Personalised Products and can longer to make before they’re ready to ship. And one-off Custom Designed Orders will usually take about a week or two to finalise before production, because they involve a back-and-forth process with you to match the design to your heart’s desire.

We also make all of our Personalised Products in batches. That means all orders sitting in our system at a certain time for a certain Personalised Product - for example, Round Name Plaques - will get produced together as a batch. Orders placed for this product after the batch has gone into production will then have to wait for other products - for example, Photo Keytags - to get made before it’s time for the Round Name Plaques batch again.

This is why sometimes you may find your order for a Personalised Product has been shipped the day after you placed it - because you nailed the timing and a batch of that product was on the schedule to be made right after your order came through on our end. Go you! Other times, your wait might be a little longer while we complete other products.

Plus, you’ll always know when your order is shipped, because we’ll send you an email confirmation once we’ve handed it over to the postal service.

»I got an email saying my order is shipped. How long does shipping take?

Once your order is processed, designed, made, packaged up, and sent, please allow up to 3 weeks for Regular Postage delivery within Australia (via Australia Post or Fastway Couriers) and up to 5-6 weeks for international mail.

That’s just general timing, your goodies should actually be delivered sooner than that.

If you want to make sure your order arrives within 1-2 business days after it is produced and packaged up, select the Express Postage option when you’re at the checkout (only applies within Australia, international peeps can get in touch via hello@arloandco.com.au to arrange this). Just please keep in mind, that your order still needs time to be produced as mentioned in the previous question, and Express Postage timing kicks off once we’ve handed your order over to Australia Post.

The advantage of Express Postage is that regardless of the time it takes to make your order, you’ll still get your goodies much quicker than waiting for regular shipping times. It’s especially useful for states like WA and NT where Regular Postage can take up to 2 weeks to arrive from the time the order leaves Arlo & Co. in Melbourne.

Once your order is with Australia Post or Fastway Couriers, we don't take any responsibility for lost or damaged mail.

Please allow the shipping time-frames stated above before contacting us about your order. If your order has not arrived after these times, try to contact your shipping company with the tracking number you received when your order was sent. If they’re unable to assist with your issue, email us at Arlo & Co. and we’ll do our best to help.

»Do you send orders to PO Boxes?

Yup. We deliver to PO Boxes anywhere in Australia.

I selected Untracked Postage and want to know where my order is. Can you help?

If you select to have your order sent with Untracked Postage, unfortunately we’re unable to locate your order once it’s left our care.

That’s why we always recommend Tracked Postage.

Give it a few more days, though, we find these things usually turn up even if we think they might be lost in the mail.

»I don’t live in Australia but I’d love to buy something. Do you ship overseas?

Of course. We ship worldwide!

Orders sent outside of Australia are shipped with Pack And Track International postage as regular air mail. Please allow up to 30 business days for the order to arrive after it’s left our Melbourne, AU workshop (you’ll usually have it sooner than that).

Please also be aware that it’s the customer’s responsibility to cover all customs/duties fees where they apply for international shipping.

»I’ve already placed an order but I want to add something to it now. Can I do this to avoid paying for shipping twice?

Yay - so glad to hear you’d like to order some more of our products.

Generally we can add extra items to your original order to help you save on shipping, but it depends on what you’re ordering and where your original order is in our production queue.

The best thing to do is get in touch with us ASAP and and we can go from there. Just call (03) 9727 0556 between 9am and 3pm AEDT Mon-Fri or email us at hello@arloandco.com.au.

»I live locally and would like to pick up my order. Can I do that?

Certainly. Just make sure you call or email us before you place the order and we’ll give you a special code to enter at the checkout so you don’t pay for shipping.

When your order is ready for pick up, one of our friendly Customer Service team members will give you a call to let you know you can pop in to get it.

Our pickup address is:

18/62 Ramset Drive

Chirnside Park 3116

PRODUCTS & PRODUCTION

»What’s the difference between a Ready-made Product, a Personalised Product, and a Custom Designed Order?

Good question, glad you asked.

Here’s the lowdown...

Ready-made Products are items from our store that require no personalisation. These are generic items like our Hip Hip Hooray Cake Toppers, our Ice Cream Wall Sticker Set, our Love Letters Stone, etc. The good thing about these is that they’re ready to ship quickly. However, if you order any of these items with a Personalised Product or Custom Order, you’ll have to wait until those pieces are ready to go before your whole order is sent.

Personalised Products are items that have templated designs which are personalised according to your instructions. This could be something like the name on a Round Name Plaque In Blonde, the photo and message on a Personalised Bamboo Keytag With Photo, the colour of the word “love” on a Bamboo Love Plaque, etc. These items usually take a few days to make before they’re ready to ship. This is because they’re made in batches. That means all orders sitting in our system at a certain time for a certain Personalised Product - for example, Round Name Plaques - will get produced together as a batch. Orders placed for this product after the batch has gone into production will then have to wait for other products - for example, Photo Keytags - to get made before it’s time for the Round Name Plaques batch again.

Custom Designed Orders are products we’ll bring to life from your imagination. We don’t have these stocked in the workshop or ready to pull up from a template. That’s why these Custom Designed Orders will usually take about a week to finalise before they are ready to be made - because they involve a back-and-forth process with you to match the design to your heart’s desire. Once you OK the design, we’ll pop a hold on our Personalised Products batches to put the Custom Designed Order through production. This is the reason Custom Designed Orders incur an additional fee and take a bit longer to make. They’re totally unique, with no two the same.

»How do I look after the products I’ve bought from you?

To ensure the longevity of your high-end Arlo & Co. products, please follow all the product care guidelines listed in the product descriptions of the items you’ve ordered, and those that accompany your products.

This is especially important for delicate items like Script and Mirror Name Plaques, that should be securely fastened to the wall or door with quality 3M Command mounting strips.

We also suggest placing items out of reach of children to ensure the best care for them.

»I made a mistake with the text on my order. Can I change it?

Yikes - that’s a shame. We’ve included prompts on all the product pages and confirmation pages asking that you double check the spelling/style/fonts/colours of your personalisation before finalising the checkout.

Because of the influx of orders we process every day, unfortunately we can’t make changes to personalisation once your order has gone into production.

If you notice you’ve made a mistake on your order, please contact us as soon as possible on (03) 9727 0556 and we’ll see if we can catch it before it’s gone through to our workshop. If your order has already been made, you can pay a re-run charge to get the product made again.

»My order arrived broken, what should I do?

Bummer, sounds like your order caught the postie on a bad day. We take a lot of care to safely and securely package all of our items, however, on the rare occasion items can be damaged in transit.

If you’ve received a broken item please contact us ASAP. You’ll also need to email photos of the damaged item (in it’s original packaging) along with all the information (e.g. date and time of delivery, etc.) within 48 hours of receiving it, so that we can take up an insurance claim with the postal service. In circumstances where a replacement is deemed appropriate, the replaced item will be re-sent once we’ve looked into the claim and gone through the necessary procedure with the postal service.

»I bought a Mirror Name Plaque from you guys and it fell off my wall and broke. Can you replace it?

We’re sorry to hear your Mirror Name Plaque fell - it sounds like it wasn’t fasten or taped to the wall as securely as it could have been. This is a delicate item, but if it’s not dropped or bent or damaged in any way from handling, it should last a lifetime. Like fine china, or other fragile products, it's not designed to withstand being bent or dropped.

We always recommend handling Mirror Names with care and fastening them to the wall carefully with quality 3M Command mounting strips (you might have noticed this information on the instruction leaflet that arrived with your Mirror Name). If the item is now damaged from handling or falling, unfortunately we won’t be able to replace it for you.

 

»How do I know if my photo will look good printed on a Wood Print or Stone Print?

The wonderful thing about our Wood Prints and Stone Prints are that no two are alike. That’s pretty special and usually the reason people choose these natural, unique pieces.

Because white colours aren’t printed, and light colours are transparent allowing the wood or stone grain to be visible, the effect is that you get the organic grain coming through adding extra depth to your photo.



SALES & PROMOTIONS

»I placed an order yesterday and then saw on Instagram that you're having a sale. Can you apply the sale code to my order?

Oh bummer, what unfortunate timing. Sorry to hear you missed out on using the sale code. We know that feeling, it happens to us sometimes, too with online stores we love to buy from.

While we can't apply sales code to orders that have already been placed, we highly recommend that you sign up to our Arlo & Co. VIP mailing list (there's an email signup at the bottom of every page on our website). We always notify our VIPs of sales - and often offer them better deals than on our social media channels - so signing up is the best way to make sure you don't miss out again.

The other thing you can do is turn on post notifications on Instagram. You just go to the Arlo & Co. Instagram account and tap on the 3 little lines in the top right hand corner. The very last option that appears (just before the "Cancel" button) is one that says "Turn on Post Notifications". Tap that and you should get our Instagram updates much more regularly.

Good luck and keep an eye out for our next promo. 

 

»I entered one of your competitions and I can't remember all the things I have to do to win. Where can I find this info?

So glad you asked - we'd love for you to win something from Arlo & Co. You can always find all the info you need about our promotions and giveaways on our Promotions Terms & Conditions page.

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