Frequently Asked Questions
No, We Don't Offer Free Shipping as a Standard Option.
We May Have Promotions from Time-to-Time and FREE SHIPPING May Be Offered with A Promotional Code.
If You Have Placed an Order and Want to Add to It, We Can Combine Shipping If It Has Not Been Shipped Already. Please Be Aware, There May Be a Gap to Pay for the Difference in Shipping.
* Refund
We have a 45-day fault replacement/repair policy from the date of posting your item.
To be eligible for a replacement/repair your item must be faulty and intact with no impact points. We Do Not Replace items cracked, broken or damaged from mis use, being dropped or from not following the Care / Recommended Use Instructions provided at purchase and described on our Website.
To start a return, you can contact us at designzdownunder@outlook.com, or message us on the "Contact Us" page, TikTok messages or Instagram messages.
If your return is accepted as a fault, we’ll send you a return shipping label, with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at designzdownunder@outlook.com.
* Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
* Non-returnable items
We Do Not accept "Change of Mind" Returns or Refunds. Our products have been custom created and tailored to a Customer's Request.
* Exchanges
As most of our items are custom made there is a limited exchange policy. This will be assessed case-by-case if the situation arises. Tags must be intact, and item not used or worn.
* Refunds
We will notify you once we’ve received and inspected your returned item. If we are unable to replace or repair your product, a refund will be processed. If a refund is processed, you’ll be refunded back to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at designzdownunder@outlook.com, or on the "Contact Us" page, TikTok messages or Instagram Messages.
* Lost or Damaged Package from Postal Services
If your package is lost or damaged when delivered please contact Australia Post and reach out to us. You automatically have up to $100 parcel protection cover with Australia Post. If your parcel exceeds this amount and you wish to have the additional parcel protection added to your shipping, please reach out to us.
We know you are excited to receive your items and will aim to get them to you in the shortest timeframe possible. We do however need to sometimes do behind the scenes work on your purchases and have put in a turnaround time to allow for this.
If there are any delays, we will reach out to you and keep you informed or come to another resolution.
* Standard Tumblers - approx. 3 - 10 business days turn around
* Specialty Tumblers - approx. 5 - 15 business days turn around
* Epoxy Tumblers - approx. 14 -45 business days turn around depending on the complexity and drying time (Please read notes **)
** Important Information for Epoxy:
Epoxy takes approx. 72 hrs to cure from when the final coat is applied. They are safe to ship and use once the 72hr drying time is reached, however it takes approx. 28 days from the final coat for Epoxy to completely cure and reach Maximum strength. So, care will need to be taken.
Depending on the complexity of the design you want they can take 7 - 21 business days to make. Delivery is Approx. 14 - 45 business days depending on if you want it shipped after the minimum drying time or if you want it shipped after it's cured to maximum strength.