Policies & Refunds

Processing times shown on our website are the time required for us to prepare and personalise your order and do not include delivery time.

Delivery estimates are provided as a guide. If your parcel appears to be delayed or there is an issue with delivery, please contact us and we'll help where we can.

Many of our products are personalised or made specifically for you. Please carefully check names, dates, spelling and other personalisation details before submitting your order.

Because personalised products are created to your specifications, we generally do not accept returns for change of mind once production has begun. This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

We want you to be happy with your Jo So Fine Designs order. If there is a problem with your item, please contact us as soon as possible so we can understand what has happened and help find the appropriate solution.

Depending on the circumstances, this may include a repair, replacement or refund in accordance with your rights under Australian Consumer Law.

We do not generally offer refunds or exchanges simply because you have changed your mind, selected the wrong item or no longer require the product.

Please contact us if you have made an error shortly after ordering. If production has not yet begun, we may be able to help.

If your order arrives damaged, faulty or significantly different from what you ordered, please contact us with your order details and clear photographs where possible.

We'll review the issue and work with you on an appropriate remedy. Your rights under Australian Consumer Law continue to apply.

If you need to change personalisation details or cancel an order, please contact us as soon as possible.

Because many products are made or engraved to order, changes or cancellations may not be possible once production has started.