Your Questions, Answered

Everything you need to know about ordering from PS Love Jess.

Can’t find the answer you’re looking for?
Contact us at hello@pslovejess.com.au and we’ll be happy to answer your questions.

Ordering and Personalisation

  • Choose your preferred product options and select Add to Cart. A personalisation form will appear, allowing you to enter the name, initials or wording you would like, and choose from the available font and lettering colours.

    Please check all personalisation details carefully before completing your order.

  • Yes. Your personalisation will be created using the spelling and capitalisation entered with your order.

    For example, “JESS”, “Jess”, and “jess” will all look differently depending on the selected font. Please double-check all names, wording, and capitalisations before submitting your order.

  • Design previews are not normally provided for standard website orders.

    If you have a particular layout in mind or would like to confirm whether your chosen personalisation options will work, please contact us before ordering.

  • Please contact us as soon as possible. If work has not begun, we may be able to update your order.

    Once personalisation has commenced, changes will no longer be possible.

  • Orders are personalised using the information you provide, so please check your details carefully before completing your purchase.

    If you notice a mistake after ordering, contact us immediately. We’ll make the change if production has not started, but unfortunately cannot make changes once work has commenced.

Processing and Delivery

  • As every item is personalised to order, please allow approximately 1-5 days for your order to be prepared.

    This processing time does not include delivery. During busy periods, large orders, or peak seasons such as Christmas, orders may take a little longer.

  • If you require an order by a particular date, please contact us before ordering. Let us know what you would like to purchase, your delivery location, and the date it is needed.

    We’ll confirm whether we can meet your deadline before you place the order. (A rush fee may apply)

    Choosing Express Post reduces delivery time, but does not reduce the time required to personalise your products.

  • Regular and Express Post options are available at checkout. Postage prices are calculated according to the size and weight of your order.

    Orders are sent through Australia Post and include tracking. You’ll receive tracking information once your order has been dispatched.

  • Yes. Local pickup in Springvale is available as an option at checkout.

    You’ll receive an email when your order is ready, along with the pickup address and collection instructions. Please wait for this confirmation email before attempting to collect your order.

  • PS Love Jess delivers throughout Australia.

    If you would like to place an order to deliver outside of Australia, please contact us before ordering to discuss whether delivery is available.

  • Once your order has been lodged with Australia Post, delivery timeframes are outside of our control.

    You can follow your parcel using the tracking details provided to you. If the tracking information has not updated for an extended period, or you believe your parcel may be missing, please contact Australia Post directly with your tracking number to open a case and investigate.

Products and Availability

  • Some products and colours may be restocked, while others may be seasonal or discontinued.

    If something you would like is unavailable, please contact us. We can let you know whether it is expected to return, or suggest a suitable alternative.

  • We make every effort to photograph and display products and lettering colours accurately. However, colours can appear slightly different depending on lighting, photography, and screen settings.

    Small variations may also occur between different product batches.

  • Care instructions vary depending on the product and material. Please follow any care information supplied with your order.

    In general, personalised products should be treated gently. Avoid harsh chemicals, abrasive cleaning, excessive heat, and prolonged soaking unless the product instructions state otherwise.

Custom and Bulk Orders

  • Yes! We welcome custom-order enquiries.

    If you have a particular product, design, or occasion in mind, please contact us with as much information as possible. Photos or examples can also help explain what you’re looking for.

    We’ll let you know what is possible, and provide further information about pricing and timing.

  • Yes. PS Love Jess creates personalised gifts, custom apparel, and promotional products for businesses, teams, schools, events, and organisations.

    Previous projects have included printed apparel for Dulux Australia and hundreds of individually personalised products for Caterpillar’s International Women’s Day campaign.

    Please visit the Bulk & Corporate Orders page to send an enquiry. Include the product required, approximate quantity, required delivery date, and personalisation details where possible.

  • Minimum quantities depend on the product, and type of customisation required. Not all products will have a minimum.

    Please send an enquiry with your approximate quantity and requirements, and we’ll let you know what options are available.

Returns and Order Issues

  • Because personalised products are made especially for you, they cannot be returned or exchanged if you change your mind, select the wrong option, or provide incorrect personalisation details.

    This does not affect your Australian Consumer Rights. Please read the Refunds & Returns Policy for complete information.

  • Please contact us as soon as possible and include:

    • Your name

    • Your order number

    • A description of the problem

    • Clear photographs