SUPPORT
How Can We Help You?
Answers to the questions we hear most – about ordering, shipping, and caring for your handmade piece.
How Long will it take to get my order?
During non-peak times of the year, allow up to 10 working days for your order to be made and shipped. Once posted your order will take up to 5 working days for delivery by regular post or 3 working days for Express Post.
If you're unsure about your order arriving in time for a special occasion, we're happy to help meet an achievable time frame. We just need to know about it in advance, so email team@fameilyart.com.au and we'll let you know what's possible.
Once your order has been posted you will receive a confirmation email from us with all your tracking details.
Express Post
Express Shipping does not move your order forward in the queue – it means your order will be delivered by an express courier service.
If your order is urgent, please contact team@fameilyart.com.au prior to ordering to discuss our shipping requirements.
Design Updates or Approvals
FAME-ily Art will send you a proof of your design, or an update to your existing proof, for approval. Make sure team@fameilyart.com.au isn't hiding in your spam folder!
Logo Formats
For best results a vector file needs to be used. Note: your logo pasted into a PDF or SVG file is not a vector image – a vector has to be drawn from scratch, and we don't recreate images.
Depending on your logo, a high-resolution black & white transparent PNG file may also work. If you created your logo in Canva, you can share it directly with team@fameilyart.com.au.
Do we send to a PO Box?
Yes, we can.
I'm overseas & would like to send a gift to someone in Australia – is that possible?
Yes! When purchasing your gift, use the delivery address as the Australian residential address and the billing address as your own (which can be overseas). We'll work with you to finalise the proof and then ship it to the Australian address for you – don't forget to add a special message at checkout.
For help ordering, email team@fameilyart.com.au.
Can I add additional items to my order without additional shipping?
Yes, you can – depending on the items, it may extend the time required to ship. The best thing to do is get in contact with us ASAP at team@fameilyart.com.au before ordering the additional items.
Can I pick up my order instead of posting it?
We're located in Blacktown – send an email to team@fameilyart.com.au and we can organise a pickup time with you.
Our address is
186 Walters Rd
Blacktown NSW 2148
When your order is ready we'll message you or give you a call to arrange pickup.
Do you offer Wholesale Pricing?
Yes, we do. Please contact us at team@fameilyart.com.au to get the ball rolling.
I saw something on your website I'd like customised – what can I do?
Yes, we can! Send us an email with your ideas to team@fameilyart.com.au and let's see what we can create together.
What happens if my order arrives damaged?
All our products are quality assessed and carefully packed. If you receive your item and it's damaged, we kindly ask that you get in contact with us at team@fameilyart.com.au so we can assess the damage. Please provide photos of the damaged goods, preferably still in the box, within 24 hours.
What happens if I break my item after I receive it?
We understand accidents happen! If your item is unintentionally damaged within 24 hours of receiving it, please send photos of the damage to team@fameilyart.com.au. We look at each situation case by case and work with our customers to see how we can help.
Do you offer Returns & Cancellations?
Returns
Because every piece is made especially for you, we're not able to accept returns on our products. If your order arrives incorrect or you've received the wrong item, please email us straight away at team@fameilyart.com.au.
Cancellations
We can offer a full refund on order items if the product hasn't been made yet or the material hasn't been ordered for your project. Please email ASAP at team@fameilyart.com.au.
Still have a question? Email us at team@fameilyart.com.au and we'll get back to you.