FAQ
Common questions about ordering, shipping, returns, and the journal.
Orders
When will my order be shipped?
Orders are dispatched within two business days of being placed. You’ll receive a confirmation email with tracking when it goes out.
Can I change or cancel my order?
If it hasn’t shipped yet, email us at [email protected] and we’ll sort it. Once an order has gone out we can’t recall it, but you’re welcome to return it under our returns policy.
Will pricing information be included in the package?
Packages don’t include invoices or pricing. Receipts and order confirmations are sent by email.
Shipping
Do you ship within Australia?
Yes. Domestic shipping is free on all orders.
Can I have the order sent to a different address?
Yes. Enter the recipient’s address as the shipping address at checkout. The billing address can stay as your own.
How long does delivery take?
Australia 3 to 5 business days from dispatch. Remote postcodes may take longer.
What if my order is delayed?
Delivery estimates aren’t guaranteed. Once a parcel is with the carrier, we don’t control how fast it moves. If your order hasn’t arrived within 10 business days from dispatch, email [email protected] and we’ll chase it up with the carrier.
International shipping
Do you ship internationally?
Yes, to selected destinations. If your country isn’t available at checkout, email us. We may be able to arrange it.
Will I have to pay customs or import fees?
International orders may attract customs duties, taxes, or import fees. These are charged by your country, not by us, and they’re the customer’s responsibility.
Can you mark the package as a gift or lower the declared value?
No. We declare the full value on every parcel. We understand this can mean higher customs fees in some countries, but undervaluing a shipment isn’t something we’ll do.
Returns
Do you accept returns?
Yes. We accept change-of-mind returns within 30 days of delivery, provided the item is unused and arrives in resaleable condition.
What does “resaleable condition” mean?
The journal needs to come back unused. No writing on the pages, no creased spine from being flipped through repeatedly, no damage from inadequate packaging in transit. The banderole and shipping box don’t need to come back, but the journal itself needs to be in the same condition it left in. We can’t accept returns where the journal has visible signs of use.
Who pays for return shipping?
You do. We don’t refund return postage.
Will I be refunded the original shipping cost?
Domestic orders include free shipping, but the actual shipping cost is deducted from refunds on returned items. International shipping costs aren’t refunded.
Do I need to contact you before returning an item?
Yes. Email [email protected] first. Returns sent without prior contact may not be accepted.
Products
Will the journal look exactly like the photos?
Close, but not identical. Colours can vary slightly depending on your screen settings, and small variations in cloth, binding, and finish are part of the object being made by hand rather than by machine. We don’t think of these as flaws.
How does the paper handle different pens?
Knight Smooth 120gsm is chosen for how it feels under daily writing rather than for absolute opacity. We tested three pens on a full page each, alongside a Leuchtturm1917 and a Moleskine: a ballpoint, a fine fountain pen nib with a standard ink and a rollerball. None bled through. The rollerball showed through most, in all three.
Can I use a fountain pen?
We tested a fine nib with a standard ink on a full page, alongside a Leuchtturm1917 and a Moleskine. No feathering, no bleed-through. Broad or wet nibs and saturated inks weren’t part of the test.
Where is the journal made?
In Melbourne, by Marvel Bookbinding. The full story is on the Production page.
Is this suitable as a gift?
Yes. Every journal arrives boxed and banded, with no pricing information in the parcel. If you’d like a message included, there’s a field in the cart. It’s written by hand and placed inside the box with the journal.
Payments
What payment methods do you accept?
Major credit and debit cards. Payments are processed by Stripe.
Do you store my payment details?
No. Payment information is handled securely by Stripe. We don’t store full card details.