Dispatch timeframes below are a guide only and do NOT include delivery time. Public holidays may increase dispatch timeframe.
Timeframes may increase during the peak seasons.

If you require your items urgently please contact us prior to ordering. We’re always happy to help if we can.

Most orders are usually processed within 5-7 business days for your items to be created with love, carefully packaged and sent. While we can usually dispatch sooner than the stated time frames, we prefer to under promise and over deliver allowing us a little ‘wriggle room’. Please note that the stated timeframes may increase during peak seasons (such as Valentines Day, Mothers Day, Fathers Day, Easter, Christmas etc.)

The timeframe on your order largely depends on where we’re at in our production schedule and on the type of item/s you are ordering. Some items may be sent within a couple of days, whereas other items will require the full timeframe. Please contact us if you need something fast – we can usually accommodate rush orders!

You an track the production progress of your order here. Please note that status updates are not in real time. As we are busy in the studio we may only update your order status at the end of the day.

Shipping notifications will be sent when your order is complete.

Production of your unique piece takes time and requires a number of processes. We like to make sure a high standard is maintained with all our creations. Each piece has to be designed, machine cut and then finished by hand – all by the two of us in our Sydney studio.

Dispatch timeframes below are a guide only and do NOT include delivery time. Public holidays may increase dispatch timeframe.
Timeframes may increase during the peak seasons.

If you require your items urgently please contact us prior to ordering. We’re always happy to help if we can.

Most orders are usually processed within 5-7 business days for your items to be created with love, carefully packaged and sent. While we can usually dispatch sooner than the stated time frames, we prefer to under promise and over deliver allowing us a little ‘wriggle room’. Please note that the stated timeframes may increase during peak seasons (such as Valentines Day, Mothers Day, Fathers Day, Easter, Christmas etc.)

The timeframe on your order largely depends on where we’re at in our production schedule and on the type of item/s you are ordering. Some items may be sent within a couple of days, whereas other items will require the full timeframe. Please contact us if you need something fast – we can usually accommodate rush orders!

You an track the production progress of your order here. Please note that status updates are not in real time. As we are busy in the studio we may only update your order status at the end of the day.

Shipping notifications will be sent when your order is complete.

Production of your unique piece takes time and requires a number of processes. We like to make sure a high standard is maintained with all our creations. Each piece has to be designed, machine cut and then finished by hand – all by the two of us in our Sydney studio.

If you require your order for an event or other specific date, please fill in the “Event Date/ Required by” field at the checkout. While this is not a guarantee of delivery, it will highlight your order in our system so we can notify if there is any issue with timeframe.

We understand that sometimes you just need it NOW! We always try to help when we can, but it is not always possible. In some cases you will need to pay our rush order fee of $15. However please get in touch before ordering to confirm if the fee would be applicable to you and if your timeframe is possible. Please bear in mind that at all times we have an order queue, and hubby and I are busily working hard to process all orders so we cannot always prioritise a rush order, but when we can help we will!

You an track the production progress of your order here. Please note that status updates are not in real time. As we are busy in the studio we may only update your order status at the end of the day

STEP 1 – CONFIRMATION
Once you’ve placed an order you should receive an order confirmation via email and SMS (if a mobile number is provided). Please check your spam folder if your email is not received. Please check over the details of your order to ensure all details are correct. It is important to get in touch asap if there are any errors on your order, as there may be additional fees to make changes once artwork has been designed.

STEP 2 – ARTWORK
After an order is placed it will be added to the artwork queue for the design stage. Some items will require artwork approval from you prior to production (it will be mentioned on the product page if artwork previews are going to be sent).

STEP 3 – PRODUCTION
We will make your order with love and care.

STEP 4 – DISPATCH
Once your order is sent, you will be notified via email. Tracking details (if applicable) will be emailed to you.

STEP 5 – DELIVERY
We hope you love your goodies as much as we loved creating them! Enjoy xx

Please contact us ASAP to check on the status of your current order. If it has not been sent yet then it is no problem to add additional items. Please note that adding items to your order may delay your order dispatch.

Sometimes, during non-peak periods, we can make changes to an order depending on the progress of the order. Fees may be applicable if artwork has already been created for your order. However please understand changes are not possible during peak periods, such as during the lead up to Easter, Christmas or other special occasions. Please make your selections carefully.

Once artwork has been created, changing your order to a different product will incur additional fees. This fee will vary depending on how significant the changes are.

Some items will be sent to you for approval prior to production. This will be stated on the product page for products this applies to.

The artwork proofs provided are designed for you to proof read for any incorrect details or spelling errors and to view/select product layouts.
-Hole placements (if holes & string have been requested) will be indicated on the layout.
-Proofs are NOT for colour proofing. If any colours are shown, they are indicative only and may not reflect actual colour.
– We do ask that you advise any change requests all at the same time. You receive ONE round of revisions to the artwork free of charge. Multiple changes may incur artwork fees.
– As we have provided a font previewer on our website, any font changes may incur artwork revision fees.

Double check all details and layouts are correct before approval. Please confirm your artwork via email.

Alex+Me will not accept liability for any errors once the artwork has been approved and product made.

If you notice any errors after approval please get in touch straight away to see if you can catch us before we begin production.

We DO NOT provide artwork previews before a purchase is made.

Please check your order details and our production timeframes before checking out an order, because once an order is placed and confirmed we cannot accept cancellations. Where no work has been commenced on your order, we may be able to cancel your order and offer a STORE CREDIT only. In some circumstances if a cancellation is accepted and refund needs to be issued, a 10% cancellation & admin fee applies. If we approve an order cancellation once work has commenced, we reserve the right to retain a percentage of the order value depending on the amount of work that has been done on the order.

In the case that your item is faulty, damaged upon arrival or items are missing from your order please contact us via Email within 48hrs of delivery. For damaged or faulty items we will need photos emailed to us to verify the fault/damage.

Faults: In the case of faults, if we can verify that the item was faulty we will dispatch a replacement as soon as possible.

Damaged items: For items damaged in transit, please follow the FAQ item re damage in transit.

Please handle all items with care. Acrylics are particularly fragile and must be handled carefully. We supply mounting recommendations with all our products, however these are recommendations only. The customer is responsible for assessing the most appropriate fixings for your particular wall surface or installation requirement. Please ensure you use a quality product to mount your items, for example 3M foam mounting tape or picture hanging strips, and follow the adhesive/hook manufacturer instructions to ensure adequate fixings for the weight of your product. We cannot be held responsible for accidental damage and unfortunately cannot offer replacements for damage due to falling or mishandling.

Our products are not designed to withstand being dropped, bent, placed under pressure or handled roughly. Look after your A+M goodies and they will last a many years.

Sorry, we unfortunately cannot apply discount/promo codes after an order has been placed. Please make sure you apply any codes to your cart before confirming your order.

Sorry, unfortunately this simply comes down to unlucky timing. I understand it can be frustrating and while we can’t apply the discount for you this time if you sign up to our mailing list we’ll make sure you’re notified of all sales and VIP promos.