Terms + Conditions
By ordering from O&K Group Pty Ltd T/A Gracie Creative (ABN 28 654 232 863), you agree to the following Terms & Conditions:
Payment
Payment is needed to confirm online, telephone and electronic orders. Until payment is received your order cannot be guaranteed. We reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice will be treated as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
Deliveries
All orders are delivered either by Australia Post or hand-delivered by the team at O&K Group Pty Ltd T/A Gracie Creative. Tracking details will be provided for all deliveries, and a signature will be required on receipt.
If no one is available at the nominated delivery address, Australia Post may not leave a physical card. Instead, they will email collection details. It is the customer’s responsibility to collect their order from the designated collection point within the timeframe advised by Australia Post.
If an order is returned to sender due to non-collection, the customer may either:
Collect the order from our Camden studio at an agreed time, or
Pay for additional postage costs to have the order re-sent.
Once an order has been signed for or collected, Gracie Creative accepts no responsibility for any loss, damage, or mishandling of the items.
Please note that delivery times may occasionally be affected by circumstances outside of our control, such as weather, traffic, or postal delays.
Pick-up
If arranging collection from our studio, please ensure the items are handled with care. Once the products have left our studio, we accept no liability for any damage that occurs in transit. If using your own courier, any issues should be handled directly with the courier you have chosen to use.
Refunds and Returns
All our products have been made to order, and we do not accept returns. Refunds, credit notes or a replacement order to the same value will only be given if you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your order upon arrival, you must contact us within 24 hours of receipt and supply a picture of the damaged goods. O&K Group Pty Ltd T/A Gracie Creative will not accept liability for any complaints made after this time.
Images of your order
We may photograph products from your order and use those images for our website, blog, advertising, Instagram and Facebook pages. You may at the time of ordering request that we do not use pictures of your order, or that we provide you with a picture of your order.
Materials and Colours
Please note that all paper and card stocks may display slight variations in colour, texture, and thickness between batches. In some cases, small flecks or fibres may be visible within the paper, particularly on light-coloured stocks. These characteristics are a natural result of the paper milling process and are not considered defects.
Fabric signage may also display minor imperfections inherent to the material and print process. Due to the woven nature of fabric, loose fibres can occasionally remain on the surface during printing, resulting in small white flecks or marks where the ink has not fully absorbed. These are not preventable and are considered a normal characteristic of textile printing. Please note that any displaced or loose fibres will be more noticeable on full-colour or heavily saturated backgrounds.
While we take care to ensure colours are as consistent as possible across all items, exact colour matching cannot be guaranteed. Variations may occur due to differences in materials, suppliers, print processes, and finishes.
As such, refunds, reprints, or credits will not be issued for orders where natural paper or fabric variations, or minor colour differences, are present.
Changing or cancelling your order
Paper and envelopes are ordered as required for each individual order as soon as it’s placed to make sure we can meet our production standards. If you want to change your colour choices after you have placed your order, an additional cost of $100 is applicable for the additional stock that is required. Please contact us as soon as possible and we will let you know if we can accommodate this change, if you have already approved a print proof, this will not be possible.
If you wish to cancel your order, please contact us as soon as possible. Refunds are at the discretion of O&K Group Pty Ltd T/A Gracie Creative depending on the product and stage of the order process.
Order Proofing
Once design is complete, Gracie Creative will provide a proof to be reviewed. It’s the client’s responsibility to check all details, including spelling, grammar, dates, and other content, and approve the proof before production. Gracie Creative is not responsible for any errors present in the approved proof. If errors are found in the delivered order that differ from the approved proof, they will be corrected and reprinted at no additional cost. Any errors introduced by the client after approving the proof can be corrected and reprinted at the client’s expense, with reprints scheduled according to standard production timelines.
Production and Delivery Timeframes
Estimated design, production, and delivery timeframes are provided on each product page under the ‘How It Works’ section and should be used as a guide when placing your order. Design proofs are typically provided within one (1) business day of receiving a completed details form. Once the proof has been approved, standard printing, white ink printing, small signage, and large foamboard signage generally require approximately seven (7) business days for production. Fabric signage generally requires approximately fifteen (15) business days for production. These timeframes are estimates only and do not include delivery. Clients must allow additional time for postage from Camden, NSW, with delivery times varying depending on the destination and the selected shipping method (Standard or Express).
It is the client’s responsibility to ensure sufficient time is allowed for design, proofing, production, and delivery before their required date. While Gracie Creative will make every reasonable effort to meet estimated timeframes, they are not guaranteed and may be affected by factors outside of our control, including supplier delays, production delays, and courier services. Gracie Creative accepts no responsibility if an order does not arrive by the client’s required date where insufficient time has been allowed. If an order is required by a specific deadline, the client must advise Gracie Creative before placing their order. Where possible, rush production may be arranged at an additional cost and is subject to availability.
Stock Availability
All products and materials are subject to supplier availability. While Gracie Creative makes every effort to maintain accurate stock information, availability cannot be guaranteed as supplier stock levels may change without notice between the time of quotation, design approval, and order placement. In the event that a selected stock, envelope, embellishment, or other material becomes unavailable, Gracie Creative will endeavour to source the closest suitable alternative. Where a comparable alternative is not available, Gracie Creative reserves the right to substitute the item with a similar option or discuss alternative solutions with the client. Gracie Creative is not liable for supplier stock shortages or discontinuations that are outside of its control, and such circumstances do not constitute grounds for cancellation, refund, or compensation.