Frequently Asked Questions

 

  • How Long will My Order* Take ?

 

Please allow from  one - three weeks for me to complete your custom Plushie and lodge your Parcel with Australia Post.  I will keep you updated via email of the progress of your order. If you need your Plushie in a hurry please message me and I will do all I can to help. Transit times once posted are out of my control, please be aware that Australia Post seem to be taking much longer to deliver than they used to. If you need your Plushie fast ,to avoid postal delays please choose the Express Post Option. 

 

*HOLIDAY ORDERS:

As all my items are custom sewn, time is needed for me to create your special gift and extra time is also required to avoid postal delays during Holiday periods.

Holiday times are expectedly very busy, so before specific holidays I will ways have a cut off date for accepting orders. This date will be published on my Home page and may shortened or dependant on the number of orders received. 

 

To avoid disappointment ,If you want your order for a specific holiday or date please, please order as early as possible.

( If you ordered before the Holiday cut off date and there are any unexpected delays on my end , I will upgrade your postage to express post at no extra cost to ensure the best chance of you receiving your order in time.)

 

 

  • How much is Postage , is Tracking provided ? Do you post Internationally ?

 

Postage for 1 Plushie is charged at a flat rate of $9.95. This includes trackable standard post that is sent via The Australia Post Click and Send System. There is an option upgrade to Express Post.  Click and Send should provide you with tracking details via email so you can track and follow your parcel ! I will also let you know when I expect to post your order.  If your order contains more than 1 item and weighs more than 500g the postage cost wi increase, charges will be displayed at checkout. Transit times once posted are out of my control, please be aware that Australia Post seem to be taking much longer to deliver than they used to. 

I am happy to post Internationally, please contact me via the contact form with your address and what you would like to order before purchasing so I can get a postage quote for you.

Please Note : My responsibility and liability for the Delivery of your Order ends once your Parcel is lodged with Australia Post .

 

 

  • What payment options are available ?

 

At this stage All payments are processed through Paypal. They do not store credit card details nor do they or I share customer details with any 3rd parties. You DO NOT need a Paypal account to make payment via Credit Card.

                  Click Here to Register for your Account

I also now accept Buy Now , Pay Later via zipPAY  . I'm waiting on site Integration for Direct zipPay payments.

Until then I will be processing all zipPAY orders manually.

HOW TO USE zipPAY :

1. Click on the 'Checkout with zipPAY ' Button on your cart,

2. Fill in your details and select ' Manual Payment ' when prompted. 

I will then process your order via zipPAY.

You will receive an Email or SMS from zipPAY to complete your purchase. If nothing arrives within 24hrs please contact me via email at : oneproudgrandma@internode.on.net

PLEASE NOTE : Your order will not be finalized until authorization is received from zipPAY.

 

 

  • Can I pick up my item ?

 

Depending on your location, you can certainly organise to pick up your item. If you are located near or visiting Victor Harbor SA and it is more convenient for you to pick up your order, then just check the option at the checkout for local pick up,  I will then arrange a time with you for collection of your order once it is completed.

 

 

  • Are Plushies Safe ?

 

All The Plushies I sell are Manufactured to Australian Safety Standards .

 

 

  • What parts of the toys can be personalised ?

 

Plushies can be personalised for any occasion by adding embroidery to the tummy .Some can also be embroidered on the back and/or bottom. Use the Custom Embroidery Form page to advise me what you would like embroidered to make your Plushie perfectly personalised for the recipient. If you need ideas or inspiration, you can see lots of previous examples of my work on the inspiration gallery page and I am always here to help !

 

 

 

  • How do I care for my Personalised Plushie ?

 

Simple ! Just unzip the back of the toy and remove the stomach and head pods . You can then machine or hand wash the plushie on a cold, gentle wash. For a softer result, tumble try on a low heat, or hang to dry in the sun. Once it has dried completely you can pop the stomach pod back in and zip the toy back up !  you could even replace the Body Pod with childs pyjamas or perhaps even add a heat or scent pack .

 

 

 

  • What happens if my Order arrives and there is an Error ?

 

Sometimes, despite my best efforts,  mistakes are made ! If I have made a mistake on your embroidery, either on the spelling or the date details, I will replace your item or offer a full refund. On the unfortunate occasion where the embroidery is incorrect because of Customer Error eg: where the information provided to me was wrong or not picked up when approving a design proof, I am unable to refund, exchange or rectify this. The embroidery CANNOT  be corrected , unpicking is impossible due to the density of stitching as it leaves the fabric underneath damaged. Please be sure to double check all of the details you provide on the Custom Embroidery Form before submitting and then PLEASE RECHECK ALL THE SPELLING AND DETAILS when you are sent the proof of the design as changes cannot be made once your proof approval and go ahead have been received.  Please Note :  Embroidery Placement/ Position not appearing perfectly straight or centred on the area you have specified is NOT classified as an error. Please see next question.

 

 

  • Is There Anything Else I should know about the Embroidery ?

 

All Embroidery placement is lined up to the best of my ability on the Plushie specified embroidery space,  due to manufacturing the space may not always be a perfect symmetrical shape but this is part of what gives each Plushie its individual Character. Embroidery position will vary slightly dependant on which Plushie you choose and the Embroidery field that I am given, some Plushies are much more challenging than others.  Also the Plushies stuffing pod once inserted may sometimes give the effect of the stitching not being perfectly straight. As with all soft toys, dependant on how much they are used, squished and cuddled the Plushie will change shape throughout its lifetime. This however should not affect the actual embroidery stitching .

 

 

  •  What are the Proofs I will receive

 

The design proof/s that I send to you via email are a computer generated image and only a representation of your embroidery design. Due to different Computer Monitors the colours and size of the proof may differ slightly from what your actual embroidery will look like. In most instances your embroidery will be much nicer ...

 

 

  • What If The Character I want is Out of Stock ?

 

There are so Many Characters now available that it is impossible to keep all of them in stock, I try to keep the most popular in stock ready for order. If you want a different character that is showing on my site as 'Out of Stock' Please drop me a line via the contact page. I put in regular orders and will be happy to order in the Character you want as long as the Supplier has stock. Once I have confirmation of the Supplier having stock I will add it to the Site for you to pre-order. This will however delay your Order but I will do my best to get it to you as quickly as possible once I receive your Character from the my Supplier .

 

 

  • I have Another Question Thats Not Listed Here

 

i am more than happy to answer any other questions you may have, just drop me a line via the contact page and I will get back to you asap

 

 

 

 

 

 

 

 

 

 

 

 

We Were

Adopted From

One Proud Grandma

Encounter Bay
South Australia

"Online Personalised Teddies and Gifts Australia"

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