If you have made an order in person at one of our kiosks and forgotten to pick it up, just go back any time during standard retail hours. Our staff will hold your order all the way up until the 24th of December.

All of our kiosks open during different dates throughout the year - for a list of exact dates and locations, please see here

Our open hours Monday-Sunday are the same as in the shopping centre in which the respective kiosk resides. During extended trading hours please contact us via chat as sometimes our hours may vary.

Unfortunately we do not offer this feature. Orders to be picked up at one of our kiosks must be made in person at the same kiosk.

We will gladly touch up any of our products, free of charge. Just bring it into any one of our kiosks - no receipt necessary.

For orders over $500, please email us directly at support@artisanornaments.com.au or contact us via chat and we will contact you with a custom discount amount.

For foreign languages in Latin alphabets, there is no extra cost – just enter in the text in as normal.

We can sometimes personalise with non-Latin alphabets (eg Chinese, Russian, German etc), however do so on a case by case basis and occasionally charge a surchage. Please email us at support@artisanornaments.com.au with an exact image of the text to be written for a custom quote

Since we charge per word, our word fields are designed to be for single words/names only.

If multiple words are placed into the same field (for example KevinAndAnn), the text will be written exactly as it appears (ie with no spaces, in one single line - even if something like “put spaces between names” is written in the Add Comments field)

Unfortunately we cannot paint custom images or include photos on our baubles.

Since our personalisation is done entirely by hand, writing can vary from writer to writer and we cannot guarantee it will be 100% identical to the display photo, or to previous orders you have received.

All our baubles are 100% mouth blown glass and painted by hand. For this reason, slight variations exist between the same products exist. The differences should only be very minor and do not affect the quality of the product in any way.

In the same way, the bauble diameters may vary by a few mm from their listed size.

Orders are dispatched within the following timeframes after your order is placed, due to the time it takes to personalise our products by hand:

October: 5 business days
November: 3 business days
December 1st – 22nd: 2 business days

For all other times, orders are dispatched within 10 business days after your order is placed. From there on shipping times are dependent on Australia Post.

We offer free express shipping on all orders that include at least one bauble or stocking.

Receiving by Christmas

Postage times are dependent on Australia post deadlines which can be found at https://auspost.com.au

Please note that we are unable to offer free express shipping on any overseas orders or any corporate or bulk orders. Shipping prices for corporate and bulk orders are quoted individually.

We accept Visa, Mastercard, PayPal, ZIP Pay, Google Pay and Afterpay through our secure online payment system.

We do not accept American Express or Diners Club cards.

When purchasing from Artisan Ornaments your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard.

If you have any questions regarding our security policy, please contact us at enquiries@artisanornaments.com.au

All prices shown are in Australian Dollars (AUD) and prices are inclusive of a 10% GST surcharge on purchases.

Please email us as soon as possible at support@artisanornaments.com.au with "URGENT - DETAILS CHANGE" in the subject field, and the order number and detail change written clearly in the email (Eg Change Red writing to Gold, Thomas to Tom). If your bauble has not yet been personalised, we will gladly make the change for you.

Unfortunately we cannot make changes to orders that have already been personalised. It is the customers responsibility to ensure that all details entered are correct - we will not take any responsibility for errors or omissions on the customers end, and will fill out orders exactly as the details are provided to us.

We ensure that all our products are packed and handled with the utmost care, however, in rare circumstances damage can occur during transit. In the event of a product arriving broken, please take a photo of the product within 48 hours and send through to support@artisanornaments.com.au. Replacement orders unfortunately cannot have the details changed (design, colour, name etc) from the original broken order.

Please choose carefully. Note that this is a personalised item and writing may differ from that which is shown in pictures. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or don’t perform as advertised.