FAQ
ABOUT US`
WHERE ARE YOU LOCATED
All orders are shipped from our studio, which is based in Springfield, USA.
ORDER PROCESS
WHAT IF AN ITEM IS OUT OF STOCK?
If an item that you want is out of stock, drop us an email at Support@CustomizedLabs.com and with enough requests in line, we will considering restocking.
HOW DO I PLACE AN ORDER?
Click on the product you're interested in and it will take you to the Product's page. Once there, after reading the item description and looking at the images, scroll down, select a quantity and click on "Add to Cart".
Please note that our most up to date order processing time is always at the top of the website and is longer during peak periods, for example. In the lead up to Mother’s Day or Christmas etc.
Orders are shipped in the order they come in and we do not offer any rush-my-order option unless otherwise specified.
Please note that your choice of postage method does not have an effect on the order processing times.
DO YOU ACCEPT CUSTOM ORDERS/CUSTOMISATIONS?
This is our specialty. Drop us a message via the "Custom Request" link in the section above, telling us your ideas and any specifications you had in mind and we will respond back within 48 hours with some suggestions for your unique piece.
When all is agreeable, we will do up a quotation and custom order for you to purchase through the website. :)
I MADE A SPELLING ERROR WITH MY ORDER! WHAT SHOULD I DO?
Once your order is paid for, it goes in the queue to be processed. If you have discovered a spelling error with your order, please notify us immediately and within 24 hours of placing your order. If notified within this time period, you will not be charged any extra fees.
If more than 24 hours have passed, and your order hasn't been shipped, you will be charged a 25% fee (of your total order value excluding shipping cost) for correcting your error.
Please be aware that once we have started the process of making your order, it is irreversible.
If your order has already been shipped, it is out of our hands and we are unable to make any changes to it.
PAYMENTNS AND SHIPPPING
WHEN WILL I RECEIVE MY ORDER? HAS IT GONE MISSING?
There are 2 components to this question - Processing time & Shipping time.
PROCESSING TIME
Our most up to date order processing times is always stated at the top of the website (header section). This is the time it takes to make your order.
SHIPPING TIME
Your choice of postage method largely affects when you will receive your order. Standard postage can take up to 15 business days (within Australia), and 20-25 business days to the rest of the world.
You also have the option of choosing Express post which is an expedited shipping method.
For all orders, full postage options are available at checkout.
MY ORDER HAS BEEN RETURNED TO YOU. WHAT HAPPENED?
In the case of a missed delivery and buyer wasn't able to pick the parcel up from their local post office in time before it got re-sent back to us, or if buyer supplied the incorrect address and/or details, we are happy to re-send your order (by Standard postage) at an extra fee of $8 per order/package. If you require express postage, it will be a $12 fee.
This fee is to cover all re-packaging and re-handling costs incurred to re-send your order to you.
RETURNS AND REFUNDS
DO YOU ACCEPT RETURNS/REFUNDS?
Personalized/Customized pieces
Due to the nature of personalized & custom orders, we are unable to issue a refund or accept a return for change of mind or faulty goods due to wear & tear.
In situations where there is a manufacturing defect, we offer free repair work within 60 days from Order date (Date of purchase), in most situations, we will ask for photos to show us where the fault has occurred and then offer to either repair it or send through a new product.
If repair work cannot be done, or a new product cannot be sent out, then a refund (less shipping cost) will be issued.
Non-personalized/Customized pieces (stock products with no personalized or custom requests made/done)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. A photo of the item might be requested for and has to be supplied before the refund process starts.
Please note that for change of mind returns on non personalized items, there is a 20% restocking fee on the cost of the item. Shipping costs cannot be refunded.
There are certain situations where refunds cannot be granted.
- Obvious signs of wear and tear from usage
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Please note that only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Note: Services that have been purchased and fulfilled (for example, if you purchased the Rush Order listing and your order was shipped within the 24 hours as stated) cannot be refunded.
Shipping costs cannot be refunded across all circumstances once your order has shipped.
WHAT SHOULD I DO TO GET MY REFUND?
Firstly, send us an email to Support@CustomizedLabs.com detailing the specifics of your refund request. Since each refund process is dealt with on a case-by-case basis, we will reply you with the necessary steps that you'll need to follow to kickstart the process.
Please note that the buyer is responsible for paying for shipping costs involved in returning the goods.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
WHEN CAN I EXPECT TO SEE THE REFUND IN MY ACCOUNT?
Usually within 3-5 working days from when we receive the returned goods.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Support@CustomizedLabs.com.
I'VE CHANGED MY MIND. CAN I CANCEL AN ORDER I JUST PLACED?
You may only cancel an order you have put through if it hasn't yet been processed/made. A 10% cancellation fee will apply to all cancelled orders.
DISCLAIMER SECTION
DISCLAIMER - CHARACTER LIMIT
Every listing clearly states the character limits for the font type chosen.
Character limits include spaces and symbols. This is due to the limited space we have on each pendant.
In the event that we are unable to fulfil your order due to failure on your part to stick to the character limit for your chosen jewelry and font choice, Stamp + Shine reserves full rights to cancel your order without notice, and you will be charged a 10% restocking and admin fee (taken off your total order value including shipping cost).