Who makes your products?

At KATICO, our head designer Kate takes responsibility for making sure all the personalised products are handmade with care. 80% of our products are handmade in Melbourne, where you have a person applying your personalisation. We also carefully select other items that are high quality and work with a partner to deliver you quality gift
products that we don’t have the ability to make in our warehouse. We believe in supporting other small businesses and try to use other Australian small businesses for our products where we can.

If you have any questions about where one of our products are purchased from, and who makes it, please contact us and we are very happy to provide you the details.

I am not sure about ordering a custom t-shirt, I don’t have a design and I don’t want to pay money before I see one that I am happy with.

I get it, not seeing the design before you pay makes you wonder what you are going to get. Remember you are getting a design studio as well as a custom t-shirt print for one low price!! Even though we don’t work with templates, I can assure you that KATICO has many hundreds of happy customers where we have designed them the t-shirt they need. It is also going to be a t-shirt that nobody else has, because we make it with just you and us.

But if you are still wanting a bit more assurance, please send us your details and the details of what you would like designed in your custom t-shirt from our contact us page and we can work on a quick mock up to get the process started before you put any money forward.

We trust you will love what we make!

Delivery and Order Processing

How long does it take to send the order?

Depending on the product, it can take from 1-10 days to process your order. We aim to get it in the post within 7 days. Factors that will influence the processing time are:
• If the product needs to be personalised
• The number of orders already on hand at the time of your order
• If we need to get supplies for your order from a supplier.

If you would like to know the current turnaround time for a particular product please contact us and we will get back to you with a more accurate timeframe.

My order still has not arrived.

We will send you a confirmation email when you place your order and then another email when your order is either in the post, or ready for pick-up.

We use Australia Post for delivery services and most of our items are posted with a tracking number. The tracking number will be shared with you in the email notifying you that your order is in the post. If you can’t find this email, please check your junk email folder.

Once items are in the post it is up the Australia Post service delivery times as to when they arrive. If you don’t have tracking on your item and it has been over 10 days since the confirmation email of postage was sent, it’s worth checking with your local post office. Sometimes "missed delivery" cards have been known to go missing, and your order could be waiting for pick-up without you realizing.

If you are still missing your order then please contact us via our contact form and we will get straight back to you.

I am sending this as a gift. Will my recipient see the price?

We don’t send any orders with prices. You will receive an invoice to your email address after you have submitted your order.

I gave you the wrong delivery address, can I change it?

Yes! But do it quickly and before any notification of postage has been sent to you.

Give us a text or call on 0493 071 643 or fill out the contact us form on the website with the correct details.

Unfortunately, if your order has already been dispatched there are no guarantees of us being able to change the address, but we will try, so please contact us.

Can I send the gift directly to the recipient? Will they know it’s from me?

If you'd like to send your gift directly to the recipient, you can add their address as the delivery address in the checkout, and we'll post the item to their house.

Can I order over the phone?

The best way to order is via the website, but if you aren’t the best at navigating your way through it all we can take orders over the phone.

You can call 0493 071 643, if no one answers please leave a message and we will get back to you as soon as we can.

Do you ship internationally?

Yes, we now ship internationally. Unfortunately we can't offer free shipping to international customers so there is a flat rate for shipping to international customers.

Personalisation and Mistakes

I’ve made a mistake with my order; can I change it?

Be as quick as you can to let us know. If your item has already gone into production there won’t’ be the ability to change it.

The best thing is to contact us via text or a call on 0493 071 643 and we will try our best to amend your order.

There isn’t enough space for my personalisation, what should I do?

For certain products, we have the ability to add one or two further characters of personalised text.

Please get in touch with us and we will see how we can help you.

Returns and Cancellations

How do I return my item?

We know what it’s like to purchase something and then regret the decision. If you have just purchased an order and changed your mind, then contact us immediately on 0493 071 643.

We can’t make any guarantees, but we will always do our best. Unfortunately, we can’t accept returns of personalised gifts. All our products are personalised especially for you and once an order has gone into production it then becomes nonrefundable as we can not re-sell it.

However if items are faulty or damaged we can assist in arranging a replacement.

Please contact us on 0493 071 643 to discuss any returns.

My order has arrived and there’s a spelling mistake.

Our personalised gifts are tailor-made for you, and we hand make our items with the same name that has been entered by you when ordering. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

If your gift does arrive with mistakes that are different from what you entered when you ordered please contact us via the form or on 0493 071 643.

General Help

Where do I enter my discount code?

Discounts codes are entered at the checkout stage. Enter your discount code into the text field and click on “Apply Coupon’’. The relevant discount should be applied.

I’ve placed an order, but I haven’t received a confirmation email. First please check your junk folder, it may have got lost and ended up in there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system.

Please contact us before re-ordering your items in case the first order has already been processed - we don’t want to charge you twice!

I emailed you but I haven’t got a reply.

We aim to reply to emails as soon as we can, and our service standard is 48 hours. Apologies if it’s been longer than this.

Please check your email junk folder, as sometimes emails can end up here instead of your inbox.

If you can’t see a reply, please get in touch again and we’ll do our best to solve the problem.

I would like to create a bespoke design; can I get a quote for this?

Please contact us through the ‘Request a Quote’ page under the Contact dropdown on the homepage. Let us know the product you are interested in, what you were wanting for a design, as well as how many you were after so we can give you an accurate quote.

I would like to order a large quantity of product; can I get a quote for this?

Please contact us through the ‘Request a Quote’ page under the Contact dropdown on the homepage. Let us know the product you are interested in, as well as how many you were after so we can give you an accurate quote.

Can't find anything that relates to your query?

We are always here to help. Please give us a call from 9.00am – 6.00pm Monday to Friday, or 9.00am-2pm Saturday on 0493 071 643.

Or if you prefer, please email us at katicodesigns@gmail.com or message us via the contact us page.