FAQ

Ordering

Where is my order? / Order Tracking

Once your order is placed, we'll immediately send a confirmation email. You will receive a second email with tracking information as soon as your order has been shipped.

Can I change or cancel my order?

We can only modify or cancel an order before it has been fulfilled (shipped). If you need to make a change, please email us immediately with your order number and the exact modification/cancellation request. Once your order has been fulfilled, we are unable to make any changes.

Need your order in a hurry?

Absolutely! For $26.95, our Priority Processing & Express Shipping service is designed for this exact situation.

  • Jump the Queue: We'll fast-track your order ahead of our standard queue.
  • Express Postage: It's shipped via express delivery for the fastest possible transit.
  • Perfect for Deadlines: This service is a lifesaver during busy periods like Christmas or for last-minute gifts.

Your timeline:

  • Dispatch: 1-3 business days.
  • Delivery: 1-3 business days after shipping (from Melbourne).

Shipping

Shipping Rates & Options

Australia

  • Standard Shipping: $8.95
  • FREE Standard Shipping on orders over $65.
  • Express Shipping: $12.95
  • FREE Express Shipping on orders over $150.
  • Priority Order + Express Shipping: $26.95Need it fast? This option prioritizes your order to jump the queue and ship as quickly as possible.

New Zealand

  • Standard Shipping: $12.95
  • FREE Standard Shipping on orders over $100.

Order Processing Times

Since many of our products are custom-made just for you, we need a little time to prepare and dispatch your order.

  • Standard Processing Time: Please allow 3-5 business days for us to create, pack, and dispatch your order.
  • Express Priority Processing: If you need your order fast, select "Priority Order + Express Shipping" at checkout. This speeds up the process to 1-3 business days for dispatch.

Important Notes:

  • These times do not include the actual shipping/delivery transit time.
  • Processing times may be slightly longer during major sales and holiday periods.
  • You'll receive a shipping confirmation email with tracking details as soon as your order has been dispatched.
  • Refer to our Shipping Policyfor more information.

How to Track Your Package

As soon as your package is dispatched, you will receive a shipping confirmation email that includes your tracking number.

  • Tracking details are typically updated within 24 business hours of the shipment being processed.

Where Do You Ship?

We currently ship to Australia and New Zealand. All orders are dispatched from our location in Melbourne, Australia.

About Custom Photo Magnets

Do I Need to Mail a Physical Photo?

We only require digital photos for printing. Simply upload your image file onto the product page; photos straight from your camera or smartphone are ideal for this process.

Alternative, if you need more time to decide the photo. You can select "Upload Later" in the product page. With this option, you'll provide your images after payment. We'll email you instructions on how to send them digitally.

How to Crop Your Photos

It's simple! You don't need to manually calculate ratios; our tool does it for you.

  1. Upload: On the product page, click "Upload File" to upload your images.
  2. Edit: Once uploaded, select the photo in the preview area to open the editing page.
  3. Crop: The cropping tool will automatically guide you to the exact ratio required for the product (such as 1:1 or 2:3/3:2). Simply adjust the crop box until you are satisfied with the result and select "Crop & Save".

Need More Time to Decide on a Photo?

We understand! You can choose "Upload Later" on the product page. This allows you to pay now and send us your image file later. We will email you the simple instructions on how to submit your digital photo after checkout.

Can I Change the Photo I Uploaded?

If you need to change the image for your custom order, please email your new photo to sweetmagnetau@gmail.com within 24 hours of purchase.

After the initial 24-hour period, we are unable to make modifications to the image.

Returns

Can I Return or Exchange My Item?

Because our products are custom-made, all sales are final. We cannot offer refunds or exchanges if you simply change your mind.

If you wish to cancel an order, you must contact us within 24 hours of purchase. Once an order enters the fulfillment stage, cancellation and refunds are no longer possible.

What If I Received an Incorrect Item?

If you receive a product that is different from your order, we apologize for this oversight.

Please contact us within 14 days so we can quickly resolve the issue and send out the correct items.

Received a Damaged or Faulty Product?

In the rare circumstance that your order arrives damaged or faulty, please contact us with the following details:

  • Your Order Number
  • The Product Name

Once we receive your initial contact, we will reply with instructions to collect photographs of the product in question so we can proceed with an assessment.

We will then assess the issue and, where possible, promptly issue a replacement for your item.