FAQ

Frequently Asked Questions (FAQ)

1. Do you offer refunds or exchanges on personalised items?

No, we do not offer refunds or exchanges for personalised items due to incorrect spelling or customisation details provided by the customer. Please ensure all details are correct before placing your order.

2. Can I return a standard (non-personalised) item?

Yes! Standard items without customisation can be returned for store credit within 14 days of receiving your order. Items must be unused, in their original packaging, and in resaleable condition. Return shipping costs are the customer’s responsibility.

3. What if my item arrives damaged or faulty?

We conduct thorough quality checks before shipping, but if you believe your item is faulty or damaged, please contact us at info@kaliope.com.au with photos and your order details. Under Australian Consumer Law, you may be eligible for a refund or replacement.

4. How long does shipping take?

Shipping times vary depending on your location, but standard delivery within Australia typically takes 5-7 business days. As each item is hand crafted, please allow extra time for personalised items, as these require additional processing before dispatch.

5. Do you offer international shipping?

Unfortunately, we do not offer international shipping at this time. We currently ship within Australia only. We are currently working on shipping worldwide. 

6. How can I ensure my personalisation details are correct?

Before placing your order, double-check the spelling and details you’ve entered. We recommend reviewing your confirmation email after purchase. If you notice an error, please contact us immediately, as we may be able to adjust it before production begins.

7. Can I change or cancel my order after placing it?

We begin processing orders as soon as possible, so changes or cancellations may not always be possible. If you need to modify your order, please contact us at info@kaliope.com.au as soon as possible, and we’ll do our best to assist you.

8. How will I know when my order has shipped?

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details so you can follow your package’s journey.

9. Do you offer gift wrapping or special packaging?

If your order is a gift, please let us know, and we will do our best to accommodate gift wrapping or address the order to the recipient. However, we cannot always guarantee this.

10. How can I contact you for further questions?

We’re happy to help! If you have any other questions, please reach out to us at info@kaliope.com.au, and we’ll get back to you as soon as possible.