FAQs

Frequently Asked Questions.

Q: What are your hours?

A: We are open Monday - Friday 10 am - 3pm AEST

Q: Do I Need to set up an account?

A: Yes, you need to have an account to shop with us online. Setting up an account takes only moments and, once you’re signed up, your details will be remembered any time you shop with us – making your online experience even easier. 

You can sign up for an account before you start shopping or when you checkout, whichever suits you best. Just follow the easy steps on the screen and remember to have your payment and address details on hand.

Q: Can I Change or Cancel my order?

A: You can change your order whilst you are still browsing and shopping. Simply remove it or update your purchase in your online shopping bag.

However, once you have checked out and your order has been paid for, you won’t be able to cancel or change it. Once you receive your order, follow the return instructions on our Exchange & Refund Policy

Q: I have forgotton my password. How do I get a new one?

A: If you’ve forgotten your password, you’ll need to set up a new one. To do this, visit the Login/Register page to re-set your password. If you have already loaded your shopping bag with fabulous finds and want to check out, you can click on the ‘Forgot Password’ option when you get to Step 1 of the checkout process. 

Q: How do I order online?

A: Click on the item you’ve fallen in love with, select the size, colour and quantity from the menus and click ‘Add To Cart’. If you’re done shopping, click ‘Checkout’ on the pop-up window, or click on the shopping bag icon in the top right corner of your screen. If you decide to continue shopping, go for it! Your item will stay securely in your shopping bag until you’re ready to checkout.

Don’t forget that to checkout and purchase your items, you need to sign up for an online account. You can do this even after you’ve filled your shopping bag.

You will also need to have a credit card handy to make your purchase. We accept Amex, Apple Pay, G Pay, JCB, Mastercard, PayPal, Shop Pay & Visa. Bestoke Design takes your security very seriously and uses the highest encryption protocols to keep your information secure.

Q: What cards do Bestoke Design accept?

A: We accept VISA, MasterCard or AMEX credit cards. We also accept VISA and MasterCard debit cards. Your card will be debited once the order is placed.

Please note the transaction will appear on your statement as Bestoke Design At this time, we’re not able to process payments from other EFTPOS cards. Alternatively, you can also make your purchase with PayPal.

Q: What currency does Bestoke Design used?

A: All prices have a default display in Australian Dollars (AUD), New Zealand Dollars (NZD), United States Dollar (USD) Canda Dollars (CAD) United Kingdom (GBP). GST is included in the price.

Q: When will I be charged for my order?

A: If your card is approved, payment will be taken when you checkout. You’ll receive an email confirming that your order has been successful.

Q: How secure is my credit card and personal details?

A: Our security and peace of mind is extremely important to us. Bestoke Design takes all reasonable measures to ensure that your credit card and personal details are kept safe at all times.

All website pages that require you to enter personal information or payment details are kept secure with a 128 bit SSL encryption. This acts as a padlock that keeps your information IN and thieves OUT.

To make sure the page you’re viewing is secure, look for a padlock icon on your internet browser. This verifies the authenticity and validity of our website security. See our Privacy Policy

Q: How do I search for a product?

A: To get the most out of your online shopping experience, select a category at the top of the page and take a “relaxing scroll” through our collection. You can refine your search by size, colour and more by clicking on the search options on the left hand side of the page.

Q: How much does postage and packaging cost?

A: 

Australia (AUD)

• Orders over $200 will be shipped for free by standard post in Australia.
• Orders under $200, the shipping fee is charged based on weight and the fee will be added at checkout.

INTERNATIONAL 

NEW ZEALAND (NZD), USA (USD) & CANADA (CAD), GREAT BRITAIN (GBP), 

• Orders over $200 will be shipped for free by standard post to New Zealand, United States, United Kingdom and Canada.
• Orders under $200, the shipping fee is charged based on weight and the fee will be added at checkout.

Please keep in mind that this offer is subject to change at any time at the discretion of Bestoke Design Collections

Your items may arrive between 5 - 30 working days after despatch.

To be able to get your items to you as quickly as possible, we may send your items to you in two parcels. If this happens, we will let you know via e-mail. You won’t be charged multiple shipping fees for an order that needs to be split – you will still just pay the original shipping fee.

Q: Where does Bestoke Design ship to?

A: Bestoke Design ships within Australia and internationally to New Zealand, Canada, United States United Kingdom

Q: How long will it take for my items arrive?

A: We aim to dispatch your order within 2 business days of your order being placed.

Generally delivery is within 5 - 20 Business days. If your order has not arrived within 20 business days, or you have any questions relating to delivery, please email us at info@bestokedesign.com.au. If you have special instructions relating to the delivery, please be sure to indicate these in ‘Additional Instructions' on the delivery details page as you are checking out.

For a handy chart of shipping rates and delivery times, see our Shipping & Delivery Information page.

Q: If there is a problem with my order, who do I contact?

A: We want to make sure your order gets to you as quickly as possible. If any problems arise, please e-mail us directly at info@bestokedesign.com.au

Q: How do I know what size?

A: We understand that sizing is tricky when shopping online. To make it simple, we’ve created a Size Guide that is accessible on every product page.  All sizes on our website are shown in centre metres (cm).

Q: What is Bestoke Design size range?

A: We provide the following sizes for our photographs.

A4 29.7cm x 21cm

A3 42cm x 29.7cm

A2 59.4cm x 42cm

Panarama 86.7cm x 43.2cm

 

Q: What is your refund and exchange policy?

A: Sometimes things just don’t work out and that’s OK. Find out about our exchange, Exchange and Refund Policy

Q How do I contact Customer Care?

A: You can get in touch with us via e-mail on our Contact Us page. We will contact you within 12 hours.