Help Center

We understand the anticipation of waiting for your packages - we are exactly the same!

Due to the nature of all our products, we need time to design, create, manufacture and ship your products to you - this means it takes time.  

Generally we recommend a minimum timeframe of 10 - 15 working days for your beautiful products to be created, sorted and posted.  This is the actual time to make the product - before we hand it to the courier.

We will keep you updated throughout the whole production process and you'll receive a confirmation email from us when your order is ready for the Courier to collect and then you'll know its on the way to you the next business day.  

The approximate timeframes for non-peak times of the year are 

    *  Digital proof within 1-3 business days
    *  Once approved, production time may take up to 10-15 business days
    *  Shipping time is 3-10 business days depending on your area and shipping option selected during checkout

If you need your order by a specific date, please make sure you enter this in the notes section of your order and we will do our best to accommodate your request.  

If you place an order under these timeframes then we cannot be held responsible if you order is late or delayed.  Please ensure you talk to us FIRST before placing an order under 3 weeks.

Once we have packaged up your parcel and handed it over to Australia Post or the Courier, travel times within Australia will depend on where you are located and which postage option you chose during checkout. NOTE - this is just shipping times, production times can be found above

Express Post Shipping If you are on a tight timeframe, we suggest opting for Express Post to ensure your parcel arrives quickly.  Note that Express Postage times START once we've handed your parcel over to the Courier - production times above still apply of +2-3 weeks.

Flat Rate Shipping If you are not needing your items in a super hurry, please choose our Flat Rate Shipping option during checkout.  We send all our parcels via regular tracked shipping with Australia Post.  You will receive a tracking notification via email once your order is shipped.  Please visit the Australia Post Website for current deliver timeframes.

Australia Post suggest as a guide 6 to 10 business days for expected delivery to most areas of Australia.  For a more specific guide visit the Australia Post website and enter your postcode along with ours 7250.

While we try to get your products to you as fast as possible, we are not responsible for delays once the package has been shipped, and we are not liable for any damage or cost caused by delay in shipping or delivery.  

Rates (calculated at checkout) 

Collection from studio Launceston                  FREE 

Flat Rate Shipping Aus wide Cake Toppers  $ 10.00

Flat Rate Shipping Australia wide                  $ 12.00

Flat Rate Shipping Aus wide Large Signs     $ 20.00

Express Post Shipping Australia wide           $ 20-$25

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Shipping and handling fees will be added to your invoice upon checkout.  Failing this, we will issue an invoice for the difference should there be any discrepancies.

We ship to Australia and New Zealand only at this stage. 

Absolutely!  Just send us an email to hello@silverbelledesign.com.au with the following details:

Product name(s)
Quantity
Material/Colour
Names
Any other details

We can edit your existing order and send you an invoice for the difference.

Just make sure you send through an email and we can go from there.

Our studio and workshop is located in Launceston, Tasmania so if you're not too far away you are more than welcome to pop in to pick up your order when it is ready.  This often means you can have it in your hands sooner too!

Just make sure you have received the READY notification via email before you arrive - so we can ensure our dispatch team have your items packaged and ready to go.

The Ready Notification email will contain a pick up appointment link - so you can choose a time and date that is suitable for you.

Given the current covid climate, we are offering contactless collection so you click the appointment time and we will have your parcel out ready for collection when you arrive.

Absolutely! We pride ourselves on supplying custom and exceptional products to our client's specifications.

Should you wish to alter a current standard design listed here, please contact us directly to arrange an invoice for payment and in turn a concept design to be prepared and sent to you.

Don't be shy - we love to hear from our clients!

Email hello@silverbelledesign.com.au

We understand that sometimes its a little overwhelming with all the designs and the different fonts and pretty embellishments etc. but we can only change the design 3 times.

We have lots of orders coming through daily and although we want to give you our 100% attention, we have many other customers to help too.

All files allow a total of 3 revisions.  Should you require alterations to the design that Silver Belle Design supplies, you may request up to 3 revisions without additional charges.  Beyond the 3 requests, additional design charges will apply at $50.00 per hour or part thereof. 

We have an option on the front page of the Website to Lookup Your Current Order to see what the status is.

During the design, production and finishing process we keep you updated so you know where your order is at.  It may seem that we are jumping into your Inbox every other day, but we would prefer that than complete darkness .... crickets ... no communication.

To look up your order click here .... https://silverbelledesign.com/pages/order-lookup

To look up the location of your order after shipping, please use the tracking details received via email from our system.  The tracking page for Australia Post is  https://auspost.com.au/mypost/track/#/search

Once a parcel leaves our studio we are not responsible for delays once the package has been shipped and we are not liable for any damage or cost caused by delay in shipping or delivery.

Excluding public holidays and the Christmas/New Year break, we are generally open

Monday - Friday          9am - 4pm             Weekends     By Appointment Only 

Due to COVID-19 regulations we are restricting times for collection and appointments to ensure that all visitors do not arrive at the same time.

To book a consultation or pick up appointment, please email hello@silverbelledesign.com.au and we will tee up a suitable time.

If you send an email over the weekend, please patiently await our response by Monday and please refrain from sending multiple emails, as this will cause your email thread to be bumped to the back of our list which will take longer. 

Due to our high volume of emails, we do our best to respond within 24 hours, but sometimes it can take a little longer at the height of peak season.

It is imperative that all clients proofread their designs carefully. 

We are constantly proofing designs for many clients at a time which means it is up to you, the client, to ensure that all spelling, dates and layout of your design is correct prior to production.

We will provide you with the final design file for approval and it is up to you to ensure accuracy of ALL names as this is the file that is used for laser cutting.

We do not print files unless they are approved by you. Silver Belle Design is not responsible for any errors or typos that were approved by clients during the proofing process.

With this in mind, we recommend thoroughly reviewing each proof to ensure all information is presented correctly.  A second set of eyes is always recommended when reviewing your proofs!

If your received product does not match the final proof approved for print, we will accept full responsibility and will reprint any and all necessary items free of charge. 

Note - other than spelling and layout errors, all design files are restricted to 3 alteration changes.  Please ensure you choose correctly and supply the details in full form.

We work in timber and acrylic (perspex). Most pieces are available in timber or acrylic in a variety of colours and styles.  Generally acrylic and timber are between 3mm - 6mm in thickness.  If you are unsure as to the thickness you require, please contact us prior to purchase.

In acrylic we stock a variety of colours: black, white, mirror gold, mirror silver, mirror rose gold, light blue, dark blue, red, pink, orange, clear, purple, dark green and light green, however, we are able to source an array of other colours from our supplier - just ask!

In timber we generally work in premium Tasmanian plywood veneer manufactured here in Tassie.  We also work with a Bamboo veneer for our signage and photo printed timbers.

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We love to see where our pieces end up, so feel free to send through images either via email to hello@silverbelledesign.com OR

Facebook tag @silverbelledesign 
Instagram tag @silverbelledesign 

We will do our best to feature each selected photo on our relevant social media platforms and/or website blog page.

We gladly welcome custom artwork if it meets a few specific file requirements.  Please forward your artwork to us for review to ensure that it is a project that we can take on and that it is compatible with our procedures.

Specifications for custom graphic engraving and laser cutting (must meet all 3 for the best quality):

·         Plain Black and Plain White (no grey scales or additional colours)

·         PDF file only - no other file formats will be accepted

·         All font names and/or sent with font files in case reproduction is required.

Note: Any pixelation/ blurriness shown in the provided artwork will reflect onto the final product. Any thin lines may not show at all (if engraving) or will be very fragile (if laser cutting). By submitting a personal design you are agreeing to the quality as provided.

No refunds are available on custom or personalised pieces.

Return Policy
All our Personalised Products and Custom Designs are made to order according to your specifications so changes and requests for returns or re-makes where you've made a mistake or simply changed your mind just are not possible.  Products crafted and manufactured by Silver Belle Design are personalised and as such are not able to be returned due to change of mind.  All customised designs require full payment prior to production. 

Cancellations
Orders cancelled prior to the commencement of the design process is at the discretion of Silver Belle Design and may not occur any fees or charges.  This will be advised via email on a case-by-case basis.

If your order is cancelled after design files are supplied via email, then an administrative fee of $45.00 inc gst is applicable for the work undertaken to date.  This fee will be deducted from the amount refunded to the client as an Administrative Fee.

If an order has progresses to the production team, then cancellation is not available for the order and it will progress as originally intended.
 

Damaged Goods 

Every order is thoroughly inspected prior to shipment and packaged in a manner to aid in damage prevention. Even so, if there are any damaged or defected goods, please notify us within 48 hours of receiving your package.  Any issues brought to our attention after the 48 hours has expired will limit the possibility of us addressing the matter at hand without incurring additional costs.

If any item in your parcel is damaged during postage we suggest you submit a claim for compensation with Australia post within a 48 hour period after receiving your order. Please also notify us of the claim so that we can contact you with any communication Australia Post provides us regarding your order at hello@silverbelledesign.com.au. Please include photographs of the damaged item in its original packaging and details of your claim with Australia Post. Please note: they will only allow compensation claims for 30 days after receipt of your parcel.

If you encounter any issues with the service provided by Australia Post, including non-delivery of a parcel or if any part of your order is damaged during transit, you can contact them directly by telephone on 13 13 19.

Please note that standard quantity amounts apply i.e. +10 products to receive the discounted amount.

Please contact our team on hello@silverbelledesign.com.au to discuss further

Terms of Use
The Silver Belle Design website is comprised of various web pages operated by Silver Belle Design. The Silver Belle Design website is offered to you on the condition of your acceptance without modification of the terms, conditions and notices contained herein. Your use of the Silver Belle Design website constitutes your agreement to all such terms, conditions and notices.

Privacy & Security 
Your privacy & security is important to us, we will never share, sell or disclose your personal information or email address with anyone. The Silver Belle Design website shopping cart is 128 bit encryption so you can be assured that all your details are safe and secure. Also we do not store any customer payment information, all information is deleted or destroyed after your payment has been processed.

While we will never share your personal details, from time to time we may use photos and/or videos of our products with your images/photos/logos on them for promotion and marketing on our digital channels (including, but not limited to: our website, our social media, our emails). You can request for products with your images/photos/logos not to be used for our promotional purposes by emailing us at hello@silverbelledesign.com.au with your order number and a specific request not to include any of the pieces from your order in our image/video promotions and marketing.

Disclaimer
We endeavour to keep all information on the Silver Belle Design website accurate and up to date at all times however we cannot be considered to be absolutely accurate at all times and do not claim to be. We reserve the right to make changes to prices, promotions and any website content at any time and without prior notice and at our sole discretion.

Purchasing from www.silverbelledesign.com
All ordering of our products is undertaken online via this website.  When you place an order for a product you are offering to buy if for the price stated, subject to these Terms.  Once an order is placed online we will send you an email confirmation that we have received your order.  This email conformation is produced automatically so that you have a confirmation of the entire order.

Silver Belle Design may cancel an order and not supply if it is deemed reasonable to do so and may change or discontinue the availability of products at any time at its sole discretion.  Any payment made for cancelled products will be refunded in full.  

Silver Belle Design accepts credit card, AfterPay, direct deposit and PayPal.  Online payments are accepted through this website only.  The website will calculate the correct amount along with shipping and handling fees.  All promotions are offered periodically and are offered at the discretion of Silver Belle Design.

Pricing
All prices on the Silver Belle Design website are shown in Australian dollars and are subject to GST.  Whilst we always try to ensure the prices on the website are accurate, errors may occur.  If we make an error in pricing of the products in your order, we will let you know as soon as possible via email.  We will then give you the option of cancelling your order or making the payment for the difference in cost.

Payment prior to production
Payment for all orders with Silver Belle Design is required prior to the commencement of the design process.  No products will be sent to production without full payment being made.