What happens if I want to change the information on my order?
We allow a 24 hour "order cooling period". This means that if you decide to change your mind about the details of your order (e.g. colour, picture, song), you must notify us within 24 hours and advise us of the relevant changes. Otherwise, a $7.50 service fee for frames/phone cases & $25 service fee for hoodies/crewnecks will be charged which must be paid before the changes are made.
If the order has already been shipped, you will be required to pay return postage as well as the service fee. The product must be returned in the same condition it was sent in, including all protective packaging and contents with which the package was sent with.
To request any changes you can contact us here.
How long will my order take?
We operate 5 days a week (Monday, Tuesday, Wednesday, Thursday and Sunday) and take each day to organise the orders into 'batches' to ensure orders are processed efficiently. We ask to leave about 5-7 business days for the production of photo charms & keychains, and 5-12 business days frames & hoodies. However, this time frame is merely an estimation and is subject to fluctuation.
If you have any inquiries regarding the status of your order you can contact us here.
How long is postage?
We provide worldwide shipping and orders are dispatched from Sydney, Australia. Generally, domestic orders take about 1-6 business days depending on city and International orders are estimated to take roughly 6-19 business days depending on location. Each order includes a designated tracking number that can be accessed via email.
If you have any inquiries about the shipping details of your order you can contact us here.
I have a last minute gift! I need it ASAP, what can I do?
We offer an exclusive service "Priority Production" which offers expedited dispatch on your order for last minute gifts. The dispatch time is dependent on the item and item quantity in your order.
Generally for items such as Photo Charms, Love Bricks, and Polaroid Keychains, it can be shipped within 1 business day. For larger, more complex items from the Acrylic Frame, Love Loudly, and Embroidered Collection, they will be shipped in 2-4 business days, instead of the standard 6-12 business day production period for non 'priority production' orders.
What is the difference between postage by letter and postage by parcel?
For smaller items like keychains & stickers, we offer an alternative shipping method. This option is "postage by letter" whereby your parcel is sent as a "large letter". Although this alternative is cheaper, it does not come with a tracking number and takes up to 12 business days. As there is no tracking available, we are not responsible for lost items.
My order never arrived! what do I do?
In the event that your parcel still hasnt arrived after the estimated date, please contact us via email or Instagram DM. If your order was dispatched via parcel, we will contact the shipping company to launch an investigation. If you have chosen 'postage by letter', unfortunately we are not responsible for lost items.
Why is my order saying it’s been returned to sender?
If you are viewing on your tracking page that your order has been returned to sender, this may be because your address was incomplete/incorrect (no unit number, incorrect suburb-postcode combination etc).
We are charged a fee for a return ($12 for Domestic & $30 for International Parcels). If you would like your order reshipped out to you, you must pay 50% of the charged return to sender fee as well as the cost to resend out (~$9 for domestic and ~$24 for international).
If your parcel is returned at the fault of us or the shipping company, please provide us with evidence and we will resend out your order free of charge.
Can I add customisations to my acrylic frame?
YES. Here at Custid we offer free personalisations and add-ons to your frame. This may vary from a birth date/anniversary date or a personal message to be placed on the frame. This can be inputted into the special instructions box of your order in your cart when checking out.
*Disclaimer: Add-ons only apply to Regular and Large size frames due to spacing issues
Can I return my embroidered hoodie/garment if I chose the wrong size?
Just like most of our other products, they are customised to every order which means that unfortunately if you choose the wrong size or change your mind on a design, once your order has been placed (and after the cooling period), changes cannot be made to your order.
What is Shipping Insurance?
Shipping insurance is a type of insurance coverage that we offer to protect against the loss or damage of goods during transit. This insurance can be purchased by individuals or businesses who are shipping items domestically or internationally.
Shipping insurance policies typically cover various types of losses, such as damage, and loss of goods during transportation. If a loss or damage occurs during shipment, the insured party must file a claim with the insurer which can be done via the "Contact Us" form or via email or Instagram DM. The insurer will then investigate the claim and, if it is deemed valid, will provide compensation to the insured party to cover the loss or damage or provide a replacement.
If shipping insurance was not decided on at checkout, we are not responsible for lost/damaged items during transit. Further help may be given by the shipping company as once it has left our premises, we are no longer responsible for the items and are not liable to cover orders not under Shipping Insurance.