Refund policy

Q. My order has arrived and it’s broken!

Has the post been a little too excited about delivering your item? There is nothing worse than patiently waiting for an item to be delivered only to find it has been damaged!

We know how important it is for your items to be in perfect condition. So should your item(s) arrive damaged, please help us to help you by sending the Personalised Doormats team the details of the damaged item(s) and we will work with you to get a replacement sent out as soon as possible. Refunds will be considered on a case-by-case basis.

You can contact us orders@personaliseddoormats.com.au

Q. My order has arrived and there’s a spelling mistake!

We know how important it is for the personalisation to be spelled correctly and we are sorry there is a spelling mistake. If there has been an error, please get in touch with us – we will check to see what was provided at the time of order against what you have received.

We are unable to replace personalised items that are spelled incorrectly unless the fault was a result of our personalisation process.

Please contact us so we can check your order to see what you entered.

Q. How do I return my item?

We know what it’s like to purchase something and then realise it isn’t quite the thing you had in mind. If you have just purchased an order and changed your mind, then contact us within 24 hours by email to orders@personaliseddoormats.com.au. We can’t make any guarantees, but we will always do our best to issue you with a refund or a store credit.

Unfortunately, we can’t accept returns of personalised gifts. Any custom-made products are personalised especially for you, (that’s why you love us) so once an order has gone into production it then becomes non-refundable.

Q. I’ve decided to cancel my order, what should I do?

Time is of the essence here. Please call the Personalised Doormats team immediately and we will try to cancel your order before it is sent to production.