Frequently Asked Questions
Find answers to common questions about Kraft Lab personalised gifts, custom orders, shipping, care instructions, and returns.
Ordering & Personalisation
How do I personalise my order?
On the product page, add the name, date, message, logo, or design detail you would like before adding the item to cart. If the product allows file upload, you can also attach your artwork or reference image.
Can I use my own logo or design?
Yes. You can upload your logo or design file where available, or contact us before ordering if you need help preparing the artwork.
Will I see a preview before my item is made?
For simple name or text personalisation, we usually create the design based on the details provided. For more complex custom orders, logos, or business products, we may send a proof before production where needed.
Can I request a fully custom product?
Yes. If you have a custom idea, please contact us with the product type, wording, size, and any reference images. We will let you know what is possible.
Production & Shipping
How long does it take to make my order?
Most personalised orders are made within 48–72 hours, depending on the product and order complexity.
Do you ship across Australia?
Yes, we ship Australia-wide.
Do you offer free shipping?
Yes, free shipping is available across Australia on orders $100 or more.
Where is Kraft Lab based?
Kraft Lab is based in Melbourne, Victoria.
Materials & Care
What materials do you use?
We work with selected materials such as wood, acrylic, leather, slate, stainless steel, and coated drinkware depending on the product.
Are drinkware items dishwasher safe?
Care instructions depend on the product. Some tumblers may be dishwasher safe, while selected bottles or personalised items may require hand washing. Please check the product description before use.
Will the engraving fade?
Laser engraving is designed to be long-lasting because the design is etched into the surface. Normal wear may vary depending on the material and how the product is used.
Returns & Changes
Can I change my order after placing it?
Please contact us as soon as possible. If production has not started, we will do our best to update the order details.
Can personalised products be returned?
Because personalised items are made specifically for each customer, they generally cannot be returned for change of mind. If your item arrives damaged or there is an issue with the order, please contact us so we can help.
What if I made a spelling mistake?
Please carefully check all names, dates, and wording before placing your order. We engrave the details exactly as provided. Contact us quickly if you notice an error after ordering.
Bulk & Business Orders
Do you offer bulk or corporate orders?
Yes. We can help with business gifts, branded coasters, signage, keychains, and other personalised products. Please contact us with your quantity and design requirements.
Can you engrave business logos?
Yes, we can engrave logos on selected products. High-quality artwork files give the best result.
Still have a question?
Contact us and we'll be happy to help.