Coastal Custom Designs thrives on its customer service.
Refunds and Returns
We work closely with you starting from the very moment you place your order to ensure you receive products that will meet your expectations and set the theme for your occasion. Once your order is received our designers will start preparing and provide you with an artwork proof that we can revise any number of times until it is perfect for you. We won’t start the production process until you have approved your artwork.
We are unfortunately unable to provide a refund or exchange if there is a mistake on an approved artwork proof, so please make sure you check the spelling and details carefully, including names and dates.
We have perfected our packing process minimise any breakages, however in the very unlikely event that your item is damaged in transit please send through a photo of the damaged product and we will organise a replacement.
Please note as all products are customised for you, we are unable to offer refunds once the production process has commenced unless there was an error on our part.
Please contact our customer service via email at admin@coastalcustomdesigns.com.au
Please return your item to us at: . Please include your name and order number with the item. We are unable to cover the cost of return shipping.
Once we have received the item we will process the refund the next business day onto your original payment method. Please allow approx. 3 business days for the amount to show up on your card/account.
You have 30 days from the date of purchase to initiate a return/exchange.
If you are for any reason unhappy with your order please email admin@coastalcustomdesigns.com.au and we will do our very best to resolve any issues.
Delivery
All orders will be sent by Australia Post or via Courier. The choice of transit will be decided at point of dispatch and will be chosen on the best combination of speed, safety and price. If you require a specific courier please contact us prior to purchase to discuss as extra charges may be needed.
Orders will be packed securely and sent once production is completed, all orders will be sent with tracking and insurance against loss. Tracking numbers will be attached to your order once dispatched and can be viewed by logging into your account at any time.
If your order is time sensitive then please ensure Express Post is chosen at checkout or contact us during the order process to talk you through this.
You will receive a dispatch notification once your order has been sent.
Delivery time frames are all estimates and rely entirely on 3rd party courier companies such as Australia Post. We can only provide estimates based off what we are given by our carriers.
Coastal Custom Designs will not be liable for any delays in freight caused by the carrier. This means no refunds will be given if an order misses an event due to delayed or slow delivery times.
Production Times
All production times described are approximate only and may very depending on staff and machine restraints, specifically at busier times of the year. With this in mind we will promptly contact you if we see an issue with meeting a specific date.
Personalisation
Artwork approvals will be sent for all orders. When supplying your details you agree that you have double checked all information and confirm all are correct on the artwork proof.
Product Descriptions
All products descriptions and product images are prepared as accurately as possible. At times there may be slight variations in materials, sizes and product colour which is unavoidable with the nature of our products.
Due to some of the natural materials we use such as timbers, we cannot guarantee that the finished item will look exactly like the one in the descriptions. Timbers have different grains, colours and imperfections due to being a natural product.