Frequently Asked Questions
General Questions
What is Print-on-Demand (POD) and how does it work?
Our personalised products are created using print-on-demand technology.
Each item is individually printed or customised just for you after your order is placed.
This allows for unique designs, monograms, and personal touches without excess inventory or waste.
Do you sell only custom and personalised items?
Yes, we specialise in custom apparel, mugs, jewellery, homewares, accessories, and monogrammed gifts.
Most products can be personalised with names, text, dates, photos, or special designs.
Ordering & Customisation
How do I customise a product?
Select your product, choose your options (size, colour, style), and use our customisation tool to add text, monograms, or upload images.
Our preview feature lets you see the design in real-time. For complex custom requests, contact us before ordering.
Can I add custom text, names, or monograms?
Absolutely! Most of our products support personalised text, names, dates, and monograms.
We offer various fonts and placement options. Please double-check spelling as custom items cannot be easily changed once production begins.
What are the limitations for custom designs and uploads?
We support high-resolution images and text.
There may be limits on design size, placement, and complexity depending on the product (e.g., small jewellery items have more restrictions). Our design tool will guide you on what's possible.
Do you offer gift messages or wrapping for personalised gifts?
Yes! Many products include the option to add a personalised gift message at checkout.
Select gift wrapping where available for a special touch.
Perfect for birthdays, weddings, and special occasions.
Can I change or cancel my order after placing it?
We can usually accommodate changes or cancellations if requested very soon after ordering (typically within 1-2 hours, before production starts).
Once production begins, modifications are not possible due to the made-to-order process. Contact us immediately if needed.
Production & Fulfilment
How long does it take to produce my print-on-demand order?
Production times typically range from 2-7 business days, with most orders processed and ready to ship within 2-5 business days.
Times can vary based on product type, customisation complexity, and order volume. You'll receive an update once your order moves to shipping.
Shipping & Delivery
What are the print on demand shipping times?
After production:
- Australia (domestic): 3-10 business days
- United States of America (Metal Art): 3-10 business days
- International: 7-30 business days (varies by destination)
These are estimates. Peak periods, holidays, or remote areas may experience longer times. Exact estimates appear at checkout and in your order confirmation.
How do I track my order?
Once shipped, you will receive a tracking email with a link to monitor your package. Tracking is available for most carriers. You can also log into your account on our store to check status.
Do you ship internationally?
Yes, to most countries for the majority of products (apparel, mugs, jewellery, etc.).
However, wooden chopping boards, metal art/wall pieces, and similar bulky or regulated items are Australian domestic only due to shipping restrictions, customs rules on wood/plant materials, and weight limits. Product pages clearly show shipping eligibility.
What about customs, duties, and taxes for international orders?
International buyers are responsible for any import duties, taxes, VAT/GST, or customs fees charged by your local authorities.
These aren’t included in our product price or shipping cost and are collected on arrival. We have no control over these charges.
Why can’t some products like chopping boards or metal art ship internationally?
Certain items (e.g., wooden chopping boards and metal wall art) face restrictions from fulfilment partners, biosecurity laws (especially for wood in many countries), high shipping weights/sizes, or fragile nature.
To avoid delays, damage, or extra costs, we limit them to Australian domestic shipping. We appreciate your understanding – it keeps things smooth and prices fair!
Returns, Refunds & Replacements
What’s your returns policy for personalised and custom products?
Because items are custom-made and personalised, we can’t accept returns or exchanges for change of mind, wrong size chosen, or preference.
This is standard for print-on-demand to keep waste low and prices accessible.
What if my item arrives damaged, defective, or with a printing error?
We’re gutted if that happens! Contact us within 14 days of delivery with photos of the issue (and packaging if relevant).
For proven manufacturing defects, printing mistakes, or shipping damage, we’ll replace the item or issue a refund – no hassle.
How do I request a replacement or refund?
Email us at [your-email@example.com] with your order number, photos, and details.
Our team reviews quickly and aims to sort it fairly and fast.
Product Care & Quality
Will the final product match the online mockup exactly?
Mockups give a close representation, but slight colour shifts, brightness differences, or minor placement variations can happen due to screens, fabrics, printing processes, and materials.
We use top-quality methods for vibrant, long-lasting results – what you see is very close to what you get.
Where can I find sizing info for clothing and apparel?
Every apparel product page has a detailed size chart. Measure yourself and compare – sizes vary by style and brand.
We recommend checking before ordering, as fit is personal and returns for sizing aren’t covered on custom items.
What materials are used and how do I care for my custom products?
- Apparel: Soft cotton, poly-blends, or tri-blends
- Mugs: Durable ceramic or enamel
- Jewellery/accessories: Quality metals/alloys
- Homewares (e.g., chopping boards): Food-safe wood or alternatives; metal art: premium aluminium
Care tips ship with your item: wash apparel inside-out in cold water, low/no-heat dry, avoid ironing prints; hand-wash or top-rack dishwasher most hard goods.
Follow instructions for longest life.
What if the print quality isn’t what I expected?
We stand behind our printing. If there’s a genuine quality issue (fading, cracking, misalignment beyond normal variation), send photos – we’ll make it right with a replacement or refund where fair.
Still have questions? Contact us at [hello@platestate.co]. Shipping estimates, product availability, and policies are based on our fulfilment partners and may vary depending on location, product type, and order volume.
Some items (e.g. chopping boards and metal art) are only available for Australian domestic shipping. Always refer to your order confirmation and product page for the most accurate details.