FREQUENTLY ASKED QUESTIONS
Ordering
How do I change or cancel my order?
Email us at support@lambandewe.com as soon as you can and we'll do our best to help. Once an order has been packed or a personalised item has gone into production, we're not able to change it.
Will a receipt be sent with my order?
No. Your invoice is emailed to you when you order, and nothing with pricing is included in the parcel so you can send an order straight to the recipient as a gift.
What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Union Pay.
Can I add a gift note or gift wrapping?
Yes. Add a customised gift note to your order, and gift wrapping is available as a separate add-on.
Shipping & delivery
How much does shipping cost?
Standard shipping within Australia is $9.95, and free on orders over $100. Express Post is $19.95, or $14.95 on orders over $100.
Bulky items are charged at a flat $14.95 within Australia.
New Zealand is $19.95 standard or $29.95 express.
Do you ship internationally?
We ship throughout Australia and to New Zealand. We're not able to ship to other countries at this time.
How long will my order take?
There are two parts to it: how long we take to make and pack your order, and how long Australia Post takes to deliver it.
We dispatch:
- In-stock items within 3–5 business days
- Personalised items within 5–10 business days, as they're made to order
- Pre-order items once they're ready, check the product listing for the estimated date
Australia Post delivers:
- 2–4 business days within Queensland
- 3–6 business days interstate
Regional, rural and remote addresses take longer, and Western Australia and the Northern Territory can take longer again.
Can I get my order faster?
Express Post is available at checkout and shortens delivery time.
It doesn't shorten making time. Personalised and pre-order items still take the full dispatch time above, whether you choose standard or Express. Express shipping speeds up the journey, not the workshop.
My order has a personalised item and something in stock. Will they arrive separately?
No, orders are dispatched together once the personalised item is ready. If you'd like your in-stock items sooner, please place them as a separate order.
How can I track my order?
Every parcel is tracked. You'll find your tracking number in the shipping confirmation email we send once your order has been dispatched. Click the link in that email, or track it directly at auspost.com.au.
If you haven't received a shipping confirmation within 6 business days of ordering (or 11 for a personalised item), check your junk folder first, then email us at support@lambandewe.com.
What if my parcel doesn't arrive?
Once your order is with Australia Post, delivery timing is in their hands. If your parcel is running late or hasn't turned up, email us at support@lambandewe.com and we'll follow it up with Australia Post on your behalf.
What if my order arrives damaged?
Email us at support@lambandewe.com within 7 days with a photo of the damage and the packaging, and we'll contact Australia Post on your behalf.
Personalised items
How long does a personalised item take?
Personalised items are made to order and dispatched within 5-10 business days, plus delivery time.
Will I see a proof before it's made?
We don't send proofs before production, so please check your spelling and capitalisation carefully at checkout. What you type is what we make.
Character limits vary by product and are shown on each personalised product page.
Can I change the name after I've ordered?
Email us immediately at support@lambandewe.com. If your item hasn't gone into production we'll change it. Once it's in production we can't, personalised items are made individually and can't be remade or resold.
Can I return a personalised item?
Personalised items are made specifically for you, so they can't be returned or exchanged for change of mind. If something arrives faulty or damaged, contact us and we'll make it right.
What font options are there?
Font choices are shown on each personalised product page.
Returns & wholesale
Can I get a refund or exchange?
Please see our refund policy for full details.
Can we stock Lamb&Ewe products?
We'd love to hear from you. Email support@lambandewe.com with your business name, ABN, website and social media links, and we'll be in touch.
Haven't answered your question?
Email us at support@lambandewe.com or fill out our contact form and we'll get back to you.