FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

  1. What is the turnaround time?
    Our standard turnaround time is 2 weeks excludes delivery from order placement
  2. What is the minimum order quantity?
    Our minimum order is one unit.
  3. What is the quality of the products?
    All our products have been tested and developed to ensure they are the best quality possible.
  4. Where can I see pricing?
    All of our pricing is available online. Simply click on the individual product you are interested in to view the associated cost.
  5. What is the last date I can place my order to receive by Christmas.
    Orders must be placed by 8th December 2019 to ensure delivery by Christmas.
  6. What is the timeframe to cancel an order?
    We work to get your order to you as quickly as possible, so once your order is placed it's not possible to make any changes or cancel your order.
  7. Can I see a sample before I place my order?
    As our products are made to order we are unfortunately unable to show you a sample.

PAYMENT AND CHECKOUT QUESTIONS

  1. How do I pay for my order?
    To pay for your order, simply click on the cart icon located in the top right corner. This will take you through to the checkout. Here you will need to enter your contact details, delivery information and payment details.
  2. How do I remove an item from my cart?
    You can click ‘remove’ on your item in your shopping cart.
  3. Can I add an item to an order after payment?
    Due to production timelines items cannot be added to orders after payment. Our customer service team will be happy to assist you with placing another order. They can be contacted on 02 8880 9070 or [email protected]

DESIGN QUESTIONS

  1. How do I get my logo/photo onto my chosen product?
    You can upload your logo within the Add Logo step during the design process. This is the second step. Click the + button and upload a logo from your computer.
  2. What format does my image need to be in?
    We prefer you upload files such an png, Adobe illustrator or Ai, PDF or EPS, with a minimum resolution of 200dpi
  3. How are the garments customised?
    Our socks, Christmas stockings and Christmas Sack are sublimated and our t-shirts designs are digitally printed. This means you don’t need to worry about your design peeling or fading.

DELIVERY

  1. Where can you deliver?
    We deliver Australia wide using Australia Post. You will receive an email with tracking details once your order is dispatched.
  2. How much is the delivery cost?
    Flat Fee $10

RETURNS

  1. I’ve changed my mind on the design I selected, can I return it?
    Please select your product carefully as this item is personalised just for you we do not accept returns for change of mind. Please click here to read our full Returns Policy
  2. My Personalised T-shirt is too small can I return it?
    Please select your product carefully as this item is personalised just for you we do not accept returns for incorrect size, our size chart can be viewed here.
  3. My product has the wrong photo/name on it, how do I return it?
    Please see our online returns form at kmart.otgcustom.com/returns Please ensure you include a photo of your product which clearly shows the issue/s in your submission. Our team will then review and respond to your concerns within 48 hours. All returns must be completed online. Returns cannot be processed in store at Kmart.

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