GENERAL FAQs

Q. What happens if my colouring station arrives damaged?

A. If your colouring mat has arrived damaged, chipped or broken we will need to be notified via email within 48 hours of receiving your mat. Please ensure to include photos of the damaged product as well as your order number. Any damaged mats will need to be sent back to us at the buyers expense and once it has arrived back to our factory, we will either return, replace or refund the product.  

Q. What happens if my colouring station has smudge marks on it? 

A. If your colouring mat has arrived and there are smudges, unfortunately this is not the fault of our business. We thoroughly check all mats prior to shipping. They are all wiped down clean and will not be shipped until it meets our quality standards.

We strongly recommend to follow our guidelines and use the appropriate textas (Crayola Washable Markers or Fabel Castel Connector Pens) and all colouring activities should only be wiped down with baby wipes or wet damp cloth (water only).

No permanent markers, whiteboard markers, crayons or pencils are to be used on our mats. If you plan to use alternative markers other than the recommended, we highly suggest using a small test patch prior. Once the mats have arrived to their destination, unfortunately we will not replace any mats that have markers smudged due to them not being erased. 

We pride ourselves in quality service and products, if there is something that you are not pleased with, feel free to contact us hello@thedesignplanner.com.au 

Q. How long will my order take to create?
A. All our products are created with unique care and turnaround times will vary depending on the individual product.
For all non custom (ex. silicone range) items, please allow approximately 3-5 business days to pack your orders plus shipping.
For all customised items, please allow approximately 7-10 business days plus shipping.
Please note times may vary during peak periods such as Christmas and Easter and are subject to change without notice. Please keep an eye out on our Instagram and Website for updates.

Q. Do you offer priority orders?
A. Yes we can offer priority orders. Please ensure to email us at hello@thedesignplanner.com.au for urgent orders and we will try our best to accommodate you.
Please note during peak times, we try our absolute best to ship everything out as priority to avoid any disappointments however it is out of our control if there are delays in postage due to the shipping company, so please ensure you allow plenty of time for your order.

Q. How long does shipping take? 
A. Once your order has been fulfilled and packed, all items can take approx 5-10 working days for standard deliveries (metro regions) and express shipping takes approximately 1-2 business days (metro). If you live in a regional location and are worried about shipping times, please email us so we can confirm with the courier.
Please refer to our shipping page for a more detailed description of timelines based on peak periods.

Q. Do you offer pick up? 

 A. Pick up can be arranged from our Tullamarine warehouse in Melbourne, Victoria, please email us to arrange a time to ensure a staff member is in the office. We are in the office Tuesday, Wednesday and Thursdays from 9-3pm. 

Q. Do you offer custom items that are not on your website?
A. We LOVE custom. We are qualified graphic designers of over 15+ years and will always try our best to accommodate any custom orders you may have. Please email us at hello@thedesignplanner.com.au if you are interested in a custom order.

Q. Do you offer custom orders for your Colouring Stations?
A. If you are after a different theme for our Colouring station we can definitely create a custom mat, this will be an additional $50.00 additional design fee. Please note we do not do licensed themes or any copyrighted images (ie. disney etc)

Q. I want to return my items. How do I do this?
A. Unfortunately we do not offer a return/refund on items that are custom made/personalised, however we will replace a product that has arrived damaged or broken.
Please refer to our returns page for more information.

Q. Do you offer free shipping?
A. We do offer free shipping for all orders over $295.

Q. Will you send me a proof of my custom product?
A. All personalised products will be sent straight off to production as per the exact wording and font that you choose when placing the order. Please note we do not send individual proofs as we input exactly what you type in the personalised drop down boxes when you place your orders.

Q. What happens if my item arrives and it’s the wrong customised details?
A. On the rare occasion that this would happen, if your custom item does arrive and it is not as per the exact wording you entered in on your order, we will happily either refund you or replace your item at no additional expense to you as the customer. Please note we will need your order number, and photo proof emailed to hello@thedesignplanner.com.au within 7 business days of receiving the product.