HOW LONG WILL IT TAKE TO GET MY PERSONALISED ORDER?. AU & NZ. As personalised items are custom printed or embroidered, it will add 3-5 business days* to your shipping time. *Please note that due to high demand, bag embroidery will add 5-7 business da

HOW LONG WILL IT TAKE TO GET MY PERSONALISED ORDER?AU &amp; NZAs personalised items are custom printed or embroidered, it will add 3-5 business days* to your shipping time.&#xA0;*Please note that due to high demand, bag embroidery will add 5-7 business days to your shipping time.US&#xA0;As personalised items are custom printed or embroidered, it will add 5-7 business days* to your shipping time.&#xA0;UKAs personalised items are custom printed or embroidered, it will add 3-5 business days* to your shipping time.&#xA0;*Please note that due to high demand, bag embroidery will add 5-7 business days to your shipping time.CAN I RETURN OR EXCHANGE MY PERSONALISED ITEMS?As personalisation is made to order any personalised items cannot be exchanged or returned, however they will still be covered by our product warranties.

Personalisation Process & Policy

While our monogramming is designed to last, sometimes the unthinkable can happen and customers may experience chipping and removal of their monogram during transit. Monogram Repair Process (AU). Step 1: Assure the customer this doesn't happen regular

While our monogramming is designed to last, sometimes the unthinkable can happen and customers may experience chipping and removal of their monogram during transit.Monogram Repair Process (AU)Step 1: Assure the customer this doesn&apos;t happen regularly and that we are happy to get this fixed for them.Step 2: Arrange return postage or return to HQ in person if applicable.Step 3: Request monogram team to direct-print if possible.Step 4: Once monogramming is complete, confirm delivery details with customer and arrange for item to be dispatched.Monogram Repair Process (US)Step 1: Customer notifies CX return for monogram repair. CX then initiates return and adds to the US Returns Sheet. Step 2: CX to copy order details from US Returns Sheet to MONOGRAM REDO sheet, and notify Monogram team via &#x201C;ops-monogramming&#x201D; on Slack. Monogram team will then create a new file and send it to US, adding the tracking details for the monogram file to the MONOGRAM REDO sheet. Step 3: Once the Returns label is received from BM Pro, CX will forward to the customer and add tracking details to the MONOGRAM REDO sheet. Step 4: BM Pro receives monogram file and re-applies to case. Order is then re-shipped and tracking details added to the MONOGRAM REDO spreadsheet. Step 5: CX will then provide forward the tracking details to the customer.

Monogram Damage

BRAND NEW ITEMS. Occasionally a customer may contact us advising that their item was supposed to be monogrammed, but this may not be reflected in the original orders. This can usually happen if the customer did not save their monogram details when co

BRAND NEW ITEMS.Occasionally a customer may contact us advising that their item was supposed to be monogrammed, but this may not be reflected in the original orders. This can usually happen if the customer did not save their monogram details when completing their purchase.Should this occur, kindly direct the customer to the return process and they may re-order to avoid any further delay. We can then proceed with refunding them when the returned item arrives.Alternatively, this can be processed as an exchange if you request the details for monogramming from the customer.USED ITEMS (AU Only).If customers would like to return a used item for personalisation, we can facilitate this for a fee starting from $50.00 (to cover postage cost of returning the item to HQ and re-dispatching).Depending on whether there is an active free personalisation promotion, they will also need to be charged an additional fee for the monogram.

Returning for Monogramming

As a guide, please allow 6-8 business days for your pet personalisation to be completed (from the time you place your order, until it gets printed on your items). Note that this is dependent on the time it takes for you to approve the illustration an

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