FAQ / T&Cs

GENERAL

Q: Where are you located?
A: We are based in Burswood, Perth (WA 6100), Australia.

Q: How much is postage?
A: Please visit our Postage Information page for prices.

Q: Can I pick up my order to save on postage?
A: Yes! Simply select the Pickup option at checkout instead of choosing a postage method.
You’ll receive an email with collection details once your order is ready.

Q: How can I contact Strachan Creative?
A: You can contact us in a few different ways:
- Email: strachancreative@gmail.com
- Website: Use the Contact Form on our website
- Social Media: Facebook or Instagram – @strachancreative
As we are an online-only business, we unfortunately do not have a phone number.

Q: What is your turnaround time?
A: Our turnaround times vary depending on how busy we are.
Please note: turnaround time refers to the time between your order being placed and us making your item. It does not include postage time.
Please see below for a guide:

Standard periods
Usually 1–4 days
Maximum up to 1 week

Seasonal peak periods
Usually around 1 week
Maximum up to 2 weeks

If you need an order urgently, please:
1. Leave a note on your order, and
2. Contact us to let us know.
If we don’t know an order is urgent, we can’t prioritise it.

Q: When will I get my order?
A: Once your order has been completed and packed, you will receive an email notification confirming it has been shipped, along with a tracking number (if a tracked postage option was selected).
Please visit our Postage Information page for estimated delivery times.

Q: One of my items is on pre-order - when will it ship?
Any order containing items on pre-order will be held and shipped when all stock has arrived. If you would like to receive your order now, please place two separate orders. If you have already ordered and would like to split your order into two parcels, a minimum shipping charge of $9.95 will apply (excluding local pickup orders) - please reach out to us via email at strachancreative@gmail.com - Otherwise, all items will be shipped together once the pre-ordered items become available.

Q: Do you make Custom Orders?
A: Yes! We love creating custom pieces.
Please contact us with what you have in mind and we’ll do our best to bring your idea to life.
If it’s not something we can help with, we can usually recommend another business that can.

Q: Can I see a proof before my item is made?
A: Most of our products are designed and produced directly from the information you enter when ordering, so proofs are not usually sent automatically.
If you would like a proof before production begins, please leave a note on your order or contact us after placing your order.

Q: Can I change my order after placing it?
A: If your order has not yet entered production we may be able to make changes.
Please contact us as soon as possible with your order number.
Once designs or production has started, changes may no longer be possible.

CAKE TOPPERS

Q: How much for a cake topper that says: _____
A: Pricing varies depending on the design, size, material, and customisation.

To see pricing:
1. Visit the Cake Toppers section of our website.
2. Choose the style you like.
3. Enter your custom details.
The price will automatically update.

If you want wording that isn’t part of our existing designs, please use the “Make Your Own Cake Topper” listing to create one from scratch.

Q: Can you make this item, but in that colour?
A: Usually, yes!
Our listings include a colour chart showing available options.
If you need a colour that isn’t listed, please contact us and we’ll see if we can source it for you.

Q: How big are your cake toppers?
A: Sizes vary depending on the design and wording.
For example:
-A 6-inch wide topper will always be 6 inches wide
-The height may vary depending on the font and wording layout

The same applies to wall plaques and other personalised items.
If you need specific measurements, please contact us.

Q: I want a specific size cake topper. Can you do that?
A: Yes!
In the “Make Your Own Cake Topper” listing, you can choose your preferred size.
If you need a size that isn’t listed, please contact us and we’ll see what we can do.
If you want a custom size of one of our existing designs, please contact us first so we can guide you.

WHOLESALE

Q: Do you sell wholesale?
A: Yes, we do!
Currently our Sili Skins are the only product set up on our website where you can add 50+ or 200+ to get wholesale pricing in your cart right away.

For any other products, please email us or use the Contact Form on our website and include:
- Business Name
- Contact Name
- Contact Email
- ABN

Our email: strachancreative@gmail.com

REFUNDS & DAMAGE

Q: I've changed my mind - Can I cancel my order and get a refund?
A: Yes, but the refund amount depends on the stage of your order.

If production has not started
You will receive a refund minus 10% to cover payment processing fees.
Example:
$100 order → $90 refund

If the design has already been created
Refund will be minus 10% + $10 design fee
Example:
$100 order → $80 refund

If the item has already been cut, engraved, printed, or posted
Unfortunately, refunds are not available.*

You may also choose to ask for a store credit or gift card instead, which allows you to avoid the 10% fee.

*Sili Skins are the only product where we offer refunds for change of mind even if your order has already been posted.
Your Sili Skin must be unused, and return postage is the customer's responsibility.
Return address: Strachan Creative, 20 Claude street Burswood WA 6100
You will receive a refund minus 10% to cover payment processing fees.
Example:
$100 order → $90 refund

Q: My item arrived damaged, what happens now?
A: Oh no! We're sorry to hear that.
While we carefully package all orders, once parcels leave us they are handled by the postal service and damage can occasionally occur during transit.

Please email us within 24 hours of receiving your parcel with:
- A photo of the damaged item
- A photo of the outside of the parcel (including postage label)

Our email: strachancreative@gmail.com

We’ll work with you to resolve the issue as quickly as possible.

Q: My item arrived, but it’s not what I expected. Can I get a refund?
If the item is from our standard range and not personalised in any way, you may return it for a refund.

Conditions:
- Item must be returned in original condition
- Protective layers must not be removed
- Refund will follow our refund policy above

If your item is incorrect due to a mistake on our end, please contact us within 24 hours of delivery so we can arrange a replacement or refund.