What does 'turnaround time' mean?
Turnaround time refers to the period we take to personalise, create, and prepare your product for dispatch after you've placed an order.

How long does it take for my personalised product to be ready for dispatch?
Our current turnaround time is 5 to 7 business days. However, due to the meticulous care and attention we put into personalising each product, it could take up to 14 business days before your item is dispatched.

In the lead up to occasions such as Easter, Mother's Day, Father's Day, Christmas and Back to school our turnaround time is around 14 business days due to high demand of orders. We do try our best to get last minute orders out as soon as we can, but please know that this isn't always possible.


Why might it sometimes take up to 14 business days before dispatch?
While we strive to complete all orders within 5 to 7 business days, certain factors like order volume, the complexity of the personalisation, or unforeseen circumstances may require additional time. Rest assured, we always prioritize quality over speed, ensuring that you receive a product you love.

Do weekends or public holidays affect the turnaround time?
No, weekends and public holidays are not counted within the business day timeframe. Hence, the 5 to 7 business days or extended 14 business days only refer to weekdays.

I noticed you mentioned "made with love and care" – what does that mean?
It means that each product we create is not mass-produced. Instead, we take our time to ensure that every detail is perfect, personalising each order according to your specifications. The result is a unique, high-quality product made especially for you.

I need a product urgently. Can you expedite my order?
If you need a product before our stated turnaround time, please contact us directly via Instagram or email us at hello@blackorchiddesigns.com.au. We'll do our best to accommodate your needs.

How will I know when my product has been dispatched?
Once your order is ready and has been dispatched, you will receive a notification via email along with a tracking number (if applicable), so you can monitor your delivery. Please check your spam/junk folder 

What if I have more questions about my order's status or turnaround time?
We're here to help! Feel free to reach out to us via Instagram or drop us an email at hello@blackorchiddesigns.com.au, and we'll get back to you as soon as possible.

We understand how important it is for our customers to receive their personalised products on time. We thank you for your patience and understanding, as we make sure that each product is crafted with the utmost love and care.


What are your shipping costs?

We send all our packages via Australia Post, all packages are signed on delivery,  we offer standard shipping for as little as $7.50 and Express for $15.


 How long will shipping take after my order is dispatched?
The turnaround time we've mentioned does not include shipping times. The shipping duration depends on the shipping method chosen and your location. We currently ship with Australia Post, for their current shipping times please see their website, otherwise please see the table below for general (non peak) shipping timeframes


New South Wales 2-6 business days  3-10 business days 
Victoria 2-8 business days 2-10 business days
Queensland 2-7 business days 4-10 business days
Tasmania 2- 10 business days 2- 10 business days
Northern Territories 4-8 business days 5-8 business days
South Australia 3-6 business days 4-10 business days
Western Australia 6-20 business days 7-15 business days


I live locally, am I able to pick up my order?

YES! We have some lovely friends who have allowed pick up within their stores, we have two places that you can pick up from.

The Kids Cottage Toy Boutique  - Shop 11/150-158 Argyle St, Picton NSW 2571 


Vintage Curls and Twirls - 200 Gilchrist Dr Macarthur Square Level 3, Near Target, Campbelltown NSW 2560.

Standard waiting times still apply and you will receive a notification once your order is ready for collection.


I made an error on my order, how do I fix it?

OH DEAR! We have a preview option for you to double check that all items are correct before you add them to your cart, it will also come up with a description of your order and the customisation details at checkout so please double and triple check everything before you press that purchase button. If for some reason you have missed something, please try and contact us ASAP via hello@blackorchiddesigns.com.au or through our facebook page www.facebook.com/Blackorchidesigns. for once your order is in production we will not be able to change this.

Please note, our Personalised Products and Custom Designs are made-to-order according to your specifications, so changes and requests for returns or re-makes where you've made a personalisation error or simply changed your mind just isn't possible. 


I placed an order and then realised you had a special on, can I allocate this to my order?

Unfortunately not, Black Orchid Designs reserve the right to change prices at any time. We do however try and give our customers a heads up on any specials that may be upcoming via our social media channels - Instagram: @Blackorchidesigns Facebook: www.facebook.com/blackorchidesigns

So make sure you follow us to keep up to date for any cheeky codes


My product broke, can you replace it?

EEP! If you have dropped your product or if it has fallen off the wall, shelf or hanging hook we unfortunately can not replace your product. Our products come with care cards that detail how fragile these items can be. They are not designed to withstand being bent or dropped. 

With products that are meant to be stuck to a wall such as our acrylic name plaques we strongly suggest 3M velcro tabs in multiple positions, however you must follow the 3M installation steps carefully for them to be truly effective.