FAQ

Product FAQ

1. Do you offer free shipping?

Yes - we provide free standard shipping on all orders. No minimum spend required.

2. How long does production take?

Our magnets are handcrafted in‑house, and production typically takes 1–3 business days, depending on the size of your order. Larger or bulk orders may require additional time.

3. Can I place a bulk or business order?

Absolutely. We welcome bulk magnet production enquiries, especially for businesses, events, or promotional needs. You can reach out through our contact page or email us directly. We’ll discuss your requirements, design options, and provide a customised quote.

4. What photo quality do you need for the best results?

Customers are responsible for supplying high‑quality images. We cannot enhance or repair low‑resolution, blurry, or poorly lit photos - the final print will reflect the quality of the image you upload. If you’re unsure, feel free to send us your photo and we can advise whether it’s suitable.

5. What printing quality do you use?

We use high‑quality printing processes and materials to ensure your magnets look vibrant, sharp, and long‑lasting.

6. Where can I display my photo magnets?

Our magnets can be displayed on any magnetic surface - fridges, whiteboards, lockers, metal cabinets, and more. They make personalised, versatile gifts for family, friends, colleagues, and special occasions.

7. Can I customise every magnet?

Yes - each magnet is fully customisable with your chosen photo. Every piece is printed and handcrafted in-house for a unique finish.

Returns FAQ

1. What should I do if my order arrives damaged or faulty?

If your photo magnets arrive damaged or faulty, you’re entitled to a refund or replacement under Australian Consumer Law. Please lodge a request through our returns portal or email us with your order number and photos of the issue.

2. Do you accept returns for change of mind?

Because each magnet is custom‑made to your specifications, we cannot accept returns or offer refunds for change‑of‑mind. This includes incorrect photo uploads or design choices made during ordering.

3. How long do I have to lodge a return request?

All return enquiries must be submitted within 14 days of receiving your order.

4. How do I lodge a return or refund request?

You can submit your request through our online returns portal or by emailing our support team. Please include:

  • Your order number

  • A description of the issue

  • Photos of any damage or faults

5. What happens after I lodge a return request?

Our team will review your submission and get back to you within 2-3 business days. If approved, we’ll arrange a replacement or refund depending on the situation.

6. Do I need to return the faulty item?

In most cases, we may ask for photos instead of a physical return, since our products are handcrafted and customised. If a return is required, we’ll provide instructions.

7. What if I entered the wrong shipping address or uploaded the wrong photo?

We can’t offer refunds or returns for customer‑entered errors due to the custom nature of our products. If you realise a mistake immediately after ordering, please contact us as soon as possible - we may be able to help before production begins.

8. My order hasn’t arrived - is that considered a return?

If your order is delayed or missing, please reach out to us at capturelyco@gmail.com. This is handled as a delivery issue, not a return. We’ll assist with tracking or replacement where appropriate.