Now taking orders for June 2021 events

Frequently Asked Questions

Please check here for any questions you have, before getting in touch with us.
If you cant find your answer, please send us an email at info@bespokebabyco.com or text us on 0491713020
  
Q: I don’t have an event date, when can I expect my order?
 
Our general lead time is 3-4 weeks, however we do recommend you letting us know when you need the item for, even leaving a date in the notes of when you expect to receive it by, so we can work toward that date for you.
 
Q: How long will it take to get my order?
 
Our current lead time is about 4 weeks. 
 
We work toward getting your order to you about 1 week before your event date, so if you order way in advance your order will be sent closer to your event date. This is why we recommend you order 4-6 weeks before your event, so you aren’t waiting too long for your order to arrive. If you are happy to wait for your order, please order when you can.
 
Q: I ordered months ago, why haven’t I received my order yet?
 
A: We work on orders based on event date, not on ordered date. This is why there will be a delay if you order very far in advance of your event.
If you wanted to receive you order as soon as possible, please leave a note in the checkout when you wanted the order by so we can work toward this date for you, or alternatively please order 4-6 weeks in advance at the earliest to avoid a long wait time.
 
Q: I paid for express postage, why wasn't my order sent right away?
 
A: We do offer express postage as a shipping option, this however doesn’t mean express handling, we still have a lead time before we can get your order posted. If you have an urgent order, we recommend texting us on 0491 713 020, and we can let you know if we can fit your order in and get it to you in time for your event.
 
Q: Do you send a proof of my order before you make it?
 
A: Yes we do, however only for packages and catholic candles. We don’t provide proofs for our other products like, trinkets, bibles, jewellery boxes, etc. 
Proofs aren’t provided for these items as you can check the name in the font you choose on our font preview page, and this is how it will be on the product you have chosen.
Font preview is available to view here: https://www.bespokebabyco.com/pages/font-preview
 
Q: I didn’t get a proof or any correspondence from you before receiving my order, why?
 
A: We do send proofs for selected products, see above. 
If your order does need a proof, we will send one about 1-2 weeks before we make the order, please make sure you are checking your junk/spam folder. 
Sometimes they emails go in there, also please note the email address you are using to order, I know some use an old Paypal email and its not one that is checked regularly. 
Q: Do you have a shop/showroom we can visit?
 
A:  We do not have a showroom or store that you can visit. We are based in Melbourne ( North Western Suburbs) and we work from our home and are purely online. If you have any questions or want to see something that we sell in a more detailed way, we are more than happy to text you photos - please contact us on 0491713020.
Q: Do you offer pick up?
A: We do! We offer pickup from our home in Fraser Rise Vic.
There is an option to choose pick up in the cart, when you get to shipping options. All of our pick ups are at our front door, in a box marked pick up orders, or next to our front door, once you receive your email that your order is ready for collection, you can come and pick up your order when it suits you.
No need to pre arrange a time, the orders are put outside from 9am and taken back in at 7pm weekdays only.
Q: Where do you ship your orders?
 
A: We ship our orders Australia wide, we can ship all internationally too. For international postage please contact us via email info@bespokebabyco.com and we can quote you on shipping costs based on your postal/zip code.
 
Q: Do I have to order via the website?

A: Yes. We prefer all orders be done via the website. If your order is custom, or you have a font you want us to use to match to other items, please email us at info@bespokebabyco.com so we can discuss it with you.
 
Q: What does custom embroidery mean?
A: Custom embroidery is an option on our embroidered products. The products all come embroidered in a standard script font, included in the price.
Adding the custom embroidery to your order, means that it will be made in the font that you have chosen for all the other items, for example if you choose Aidan font for your box, candle, bible and you have a towel set and you add the custom embroidery it will be done in the Aidan font for you. If you don’t add the custom option, it will still be embroidered, just in the standard embroidery font, which you can view in our font options under “embroidery standard”
Font preview is available to view here: https://www.bespokebabyco.com/pages/font-preview
 
Q: Can I see what the font will look like before ordering?
  
A: Yes! Please use our font preview page, to type the name and see the font in the name you wanted. Font preview is available to view here: https://www.bespokebabyco.com/pages/font-preview

Q: Can you use another font/colour combination that isn’t on the website?
A: If you have an order with a custom request, or you have a font you want us to use to match to other items, please email us at info@bespokebabyco.com so we can discuss it with you.
 
Q: I ordered a clear acrylic box, it has arrived damaged, what now?
 
A: With our clear acrylic boxes, we do post them Australia wide. However we do highly recommend PICK UP for these orders where possible. 
We do our best to make sure that the order is packed really well, with bubble wrap and extra wrapping on the outer box too as well as fragile tape on the box, however sometimes couriers aren’t as gentle as we would like and they can break or crack. In this instance, we can send a replacement of the box, however there is a fee of $70 for the replacement clear box. We also offer you a FREE white cardboard box as a replacement too. If this happens to you, please get in touch with us via email info@bespokebabyco.com or text 0491 713 020, with photos of the damage and you order number.
 
Q: My order has arrived damaged or not how I wanted it, how can I fix it?
 
A: If this happens to you, please get in touch with us via email info@bespokebabyco.com or text 0491 713 020, with photos of the damage and you order number. 
We will work with you to get the order replaced, or discuss your options.