Custom order terms

Proofs

You approve it, then we make it

‍Every order gets an artwork proof by email before anything is cut. Check the spelling, the names, the dates. Read it out loud if it's a long one. Once you approve a proof, that's what gets made. If a typo makes it through on an approved proof we'll always help you sort it out, but a replacement is a new order at cost. We'd much rather catch it at the proof, which is why we send one.

Changes

One round of changes is included

‍Move it, resize it, change the wording, swap the font, all part of the price, and we don't sigh about it. If the brief changes substantially after that, or we're onto a third and fourth version, we'll quote the extra design time before doing it rather than surprising you on the invoice.

Your own items

Bringing your own board, bottle or heirloom

‍We're glad to work on things you already own and we take real care with them. But engraving is permanent and materials sometimes behave unexpectedly. An unknown coating, a hidden repair, a timber that scorches. We'll always test where we can and tell you what we think. If you send it to us, the risk stays with you, and we won't pretend otherwise. For anything irreplaceable, talk to us first.

Deposits

Deposits on larger jobs

‍Orders over $200 need a 50% deposit before we start, with the balance due before it ships or gets picked up. The deposit covers design time and materials, so it isn't refundable once we've started drawing, but if you change your mind before that, just tell us and we'll refund it.

Cancelling

Changing your mind

‍Before we've started: no problem, no charge. After the proof is approved and we're into production: we'll charge for the work done to that point and stop there. Once a custom piece is finished it can't go back on a shelf, so at that stage it's yours.

If we get it wrong

Faults and our mistakes

‍If what arrives doesn't match the proof you approved, or something's faulty, we fix it or remake it at our cost. Email hello@sillyfox.com.au with a photo within 14 days and we'll sort it. This sits alongside your rights under Australian Consumer Law, which we don't limit and can't.

Timing

Turnarounds are estimates

‍We'll give you a realistic date and we hit it the vast majority of the time. But a machine can go down and a supplier can be out of stock, and once it's posted it's in Australia Post's hands, not ours. If you're working to a hard deadline — a wedding, a funeral, an end-of-term assembly — tell us at the start and we'll either commit to it or tell you honestly that we can't.

Artwork rights

Whose artwork is whose

‍Anything we draw specifically for your order is yours to use. We may show finished work in our gallery and on social media unless you ask us not to, just say the word, especially for surprises and memorials. If you supply artwork, you're confirming you have the right to use it; we can't engrave logos or characters that belong to someone else.