FAQ / T&Cs
Q: Where are you located?
A: Perth - or more specifically: Burswood 6100, Western Australia.
Q: Can I pick up my item to save on postage?
A: Yes! Yes you can! Please select the pickup option at the checkout, instead of choosing a postage method. You will get an email with collection details once your order is ready.
Q: How can I contact Strachan Creative?
A: Email - firstname.lastname@example.org
Website - use the Contact form on this website.
Via social media - we have both Facebook and Instagram: @strachancreative
As we are an online only brand, we do not have a phone number for you to contact us on - sorry!
Q: What is your turn around time?
On average 1-3 days.
We say it can take up to 1 week to get your order made. This is the maximum amount of time it should take during the busier period. Some times it will be made same day. Please feel free to contact us for our current turn around time - please include which items you are wanting when you enquire. If you need it urgently, feel free to yell out too.
Q: When will I get my order?
A: Please see our 'Postage' information page for more information regarding the postage times.
If you have chosen a tracked style of postage, you will get a tracking number sent to your inbox once your order has been packaged up for posting. Please check your spam/junk emails.
Q: Do you make Custom Orders?
A: Yes, we try take on all Custom Orders.
Please contact us with what you had in mind and we will hopefully make your vision come to life.
If we cant help you for whatever the reason may be, I can nearly always pass on the name of another business which can.
ABOUT OUR CAKE TOPPERS
Q: How much for a cake topper that says: _____
A: To find out pricing, please visit the Cake Toppers section of the website and find the style you are needing (keeping in mind, most designs have multiple font, colour and material options once you are in the listing).
Once you have put in the information needed you will see the price of the topper.
If you have particular wording that you would like for your cake topper, that isn't already one of our designs, then please visit the 'Make Your Own Cake Topper' listing to make one from scratch. This price may be a little higher than most of our other cake toppers - but you get exactly what you are looking for.
Q: Can you make this item, but in that colour?
A: Yes, we generally can! You can find a colour chart on each listing if that item is available in any other colours. If you need a colour that isnt on offer, just get in touch and I will see if I can source something for you in time.
Q: How big are your cake toppers?
Each item varies - especially the ones that can be personalised with names and words.
Eg, a 6inch wide Cake Topper will always be 6inches wide, but the height will change depending on the font type chosen, and layout of the words.
The same goes for wall plaques where the length might be 60cm, the height may change depending on the font and lettering.
Please contact us if you need specific sizing, if it is not already listed in the description.
Q: I want a specific size cake topper. Can you do that?
A: I sure can - in the 'Mark Your Own Cake Topper' listing, you can choose your own size. If you need a size that isnt listed - please get in touch, as we really can do just about anything!
If you need one of the standard cake toppers where you cant select a certain size - please get in touch with us first, and we will tell you how to proceed.
Q: Do you sell wholesale?
A: Yes - we sure do! Please email us to discuss; email@example.com
OR use the Contact Us form on the website.
Please include the following:
REFUNDS & DAMAGE
Q: I've changed my mind - Can I cancel my order and get a refund?
A: Yes, that is fine, BUT it will depend on what stage your order is at.
If we have not made anything to do with your order yet - you will recieve your refund less 10%.
This is to cover costs we are charged when you place your order. When we refund you, we dont get these fee's back.
Eg. If your order was $100, your refund will be $90.
If we have already made your design but not cut/engraved/printed the item yet, then the refund will be less 10% as stated above, plus a $10 fee to cover design time we have already spent on your order.
Eg. If your order was $100, your refund will be $80.
If the item has already been cut/engraved/printed or posted, then unfortunately there are no refunds available for change of mind, sorry.
Q: My item arrived damaged, what happens now?
A:Oh bummer! I am so sorry to hear your item arrived damaged! That is never fun for anyone.
We take care packaging your items for a safe arrival, but please understand that once it is with the postal or courier company it is out of our hands with what happens. Australia Post for example accept parcels up to 22kgs, so at any one time you can have multiple parcels all weighing 22kgs each dropped on top of your parcel if it happens to be at the bottom of the pile. As you can imagine, things may possibly get damaged somewhere along the way across the country (or even across the world!) on its journey from me to you.
Please take a photo of your damaged items within 24 hours of the parcel arriving to you, along with a photo of the outside of the parcel too, and email them through to us: firstname.lastname@example.org
We can then work with you to get the situation sorted.
Q: My item arrived, and its not what I thought it would be. Can I get a refund?
A: If your item is for change of mind, and is from our standard range (eg, there is no customisation to it - such as our Weekly Planner), please get in touch with us to organise a refund. You will need to post your item back and in its original condition - eg, if it is an item that comes with a protective layer on it, it will need to be returned with this not having been removed already. The refund will fall in line with our refund policy stated above.
If your item has arrived, and is not what you ordered due to a mistake being made on the Strachan Creative end - please get in touch with us to organise a refund or replacement, we would love to be given the chance to correct our wrongs - we are only human after all.
Please make sure you get in touch with us, within 24hours of your parcel arriving to you.
Email: email@example.com OR use the Contact for on our website.