A Little Help Before You Gift

Got questions? We’re glad you asked.

Our FAQs are here to help you feel confident, calm, and taken care of when gifting with GOTSENT. From delivery timing and personalisation to special occasions, corporate gifting, and all the little details in between, we’ve answered the things people most often wonder about.

If something isn’t covered or you’d rather talk it through with a real human, we’re always just a message or call away. Thoughtful gifting starts with clarity, and we’re here to help every step of the way.

frequently asked questions

We deliver across Australia and to selected international destinations, so whether your gift is going down the road or across the world, we’ll do our best to get it there with care.

For customers in Melbourne, we also offer same day delivery to selected suburbs. Eligible same day delivery postcodes are listed on our Where We Deliver page so you can easily check if your address is included.

For standard and express deliveries within Australia, as well as international orders, delivery availability may vary depending on destination and courier serviceability.

If you are unsure whether we can deliver to your address, or would like to check options before placing your order, you are always welcome to reach out. You can contact us via live chat, email hello@gotsent.com.au, or call 1300 131 163.

Yes, we do and we take it very seriously. Same day gifting is not for the faint hearted.

For customers in Melbourne, we offer same day delivery to selected suburbs. Same day delivery relies on third party courier services and real world conditions like traffic, delivery routes, and volume on the day. To make sure deliveries remain reliable and fair for everyone, we operate with two same day order windows for residential addresses.

Weekday Same-Day Delivery (Monday to Friday)

There are two same-day delivery windows on weekdays:

Orders placed before 12:00pm AEST qualify for same-day delivery at $25.
Orders placed between 12:01pm and 4:00pm AEST qualify for same-day delivery at $35.
Orders placed after 4:00pm AEST are no longer eligible for same-day delivery and orders will automatically be scheduled to next available delivery date.

For business or commercial addresses, same-day delivery is strictly available only for orders placed before 12:00pm AEST.
Orders placed after this time are not eligible for same-day delivery to business addresses.

Saturday Same-Day Delivery

Saturday same-day delivery is available with a single cut-off:

Orders placed before 12:00pm AEST on Saturday qualify for same-day delivery.

Orders placed after 12:00pm on Saturday will be processed for the next available delivery day.

Eligible same day delivery suburbs are listed on our Where We Deliver page.

If you are ever unsure which option is right for your order, or if timing is especially important, you are always welcome to reach out via live chat, email hello@gotsent.com.au, or call 1300 131 163. We are happy to guide you.

Yes, we do. We offer same-day delivery on Saturdays.

To qualify, your order must be placed before 12:00pm AEST on Saturday. Orders placed after this time will be scheduled for the next available delivery day.

Saturday same-day delivery is subject to courier capacity and serviceability for your address. If we need to reach you about your delivery, we’ll be in touch.

Yes, you can. Offices, shops, venues, workplaces, we deliver to all of them.

If your gift is heading to a business address, please select the Business Address Delivery option in your cart so we know where it’s going. If you happen to know the business opening hours or have a helpful delivery note, feel free to include it. It’s not required, but it can really help your gift arrive without any awkward “no one’s here” moments.

For same day delivery to business addresses, orders need to be placed before 12:00 PM AEST. This helps us work around business hours and access restrictions, which tend to get trickier later in the day.

If you are ordering later and hoping to make same day delivery work anyway, don’t be shy. Reach out to us first and we’ll see what’s possible depending on courier availability.

If you are ever unsure, or just want to double check before placing your order, you can always live chat with us, email hello@gotsent.com.au, or call 1300 131 163. We are here to help, not to make things complicated.

We get it. Sometimes you spot a typo, have a change of heart, or realise something needs adjusting right after placing your order. It happens, and we approach these moments with care.

For personalised items, changes or cancellations may still be possible if you contact us immediately and only if your item has not yet entered production. Once personalisation begins, we’re unable to make changes, as each piece is created specifically for its recipient.

That said, if you realise something’s off and you catch it before your item goes into production, please contact us as soon as humanly possible. If we can pause things in time, we will absolutely try. No promises, but a whole lot of care and empathy. The sooner we hear from you, the more likely we can help.

For non personalised items, there may be a small window where changes or cancellations are possible, depending on whether your order has already been processed or dispatched.

Our best advice? Take a breath before checkout. Read the personalisation once more. Then one more time for good measure. Your future self will thank you.

If you’re unsure, worried, or just need to check, don’t sit on it. Contact us straight away via live chat, email hello@gotsent.com.au, or call 1300 131 163. We will always approach these situations with understanding and do our best to support you where we can.

First of all, we’re really sorry. That’s never the feeling we want attached to a gift.

If your order arrives damaged, faulty, or not quite as it should be, please reach out to us as soon as you can. A quick message with a few clear photos of the item, the packaging, and what’s gone wrong helps us understand the situation fast and jump into action.

For non personalised items, we’ll assess the issue and sort out the most appropriate solution in line with your consumer rights. That might be a replacement, store credit, or refund depending on the situation.

For personalised items, if there’s a manufacturing fault that isn’t related to the personalisation details you provided, we’ll absolutely review it and take care of you in accordance with the product warranty. Personalised doesn’t mean unprotected.

We genuinely care about what leaves our hands and how it arrives in yours. If something slips through, we want to make it right.

Email hello@gotsent.com.au, jump on live chat, or call 1300 131 163. We’re here, we’re listening, and we’ll work through it with you.

Gifting is emotional. Sometimes it’s sparks and fireworks. Sometimes it’s “hmm… maybe not quite”. We get it.

For non personalised items, we offer a 14 day change of mind return window. As long as the item is unused, in its original condition, and returned with all packaging and bits intact, we are happy to help guide you through the return process.

For personalised items, things work a little differently. These are made especially for one person and one feeling, so returns, exchanges, or refunds aren’t usually possible once they’re created. That said, if something arrives faulty or damaged, please reach out. We’ll always assess it properly and take care of you in line with your consumer rights.

If a refund is approved, an administration and processing fee may apply, and original shipping or delivery fees are not refundable, unless the law says otherwise.

If you’re unsure whether your situation fits neatly into a policy box, that’s okay. Real life rarely does. Just talk to us. A quick chat can often solve things faster than reading fine print.

You can reach us via live chat, email hello@gotsent.com.au, or call 1300 131 163. We promise there’s a real human on the other side, and we genuinely want to help.

Authority to Leave, or ATL for short, means you’re giving the courier permission to leave your parcel in a safe place if no one is home.

Choosing ATL can be super convenient, especially if you’re out and about, stuck in meetings, or pretending to work while actually refreshing your tracking link. It helps avoid missed deliveries and delays.

That said, once ATL is selected and the parcel is marked as delivered by the courier, responsibility passes to the recipient. This includes situations where a parcel is left at the front door, reception, concierge desk, or another nominated safe spot.

If your delivery is heading somewhere busy, shared, or unpredictable, like an apartment building, office, or somewhere with curious neighbours, you may want to think twice before selecting ATL. We love surprises, but only the good kind.

Ultimately, the choice is yours. We’ll pack your gift with care, hand it over safely, and make sure tracking details are sent your way so you can keep an eye on its journey.

And if you’re unsure what’s best for your address, just reach out. We’re always happy to help you decide.

Live chat, hello@gotsent.com.au, or 1300 131 163. Always here. 💛

Short answer: it depends. Honest answer: we’ll always move as fast as we responsibly can, without cutting corners on care.

If your order includes personalisation, we need a little time to work our magic. Personalised gifts go through processing before they head out the door, and the speed depends on the option you choose at checkout. Faster processing means we jump the queue for you. Slower processing means we take our time, gently and intentionally.

For non personalised items, things usually move quicker since there’s no engraving or custom work involved.

Once your order is dispatched, delivery times depend on where it’s heading and which courier is carrying your precious parcel. Australia wide deliveries vary by location, and international orders take a little longer because… planes, borders, customs, and all that grown up stuff.

If you’re in Melbourne, same day delivery is available for selected suburbs and is perfect for last minute “oh no I nearly forgot” moments. Cut off times apply, and they exist purely to make sure your gift actually arrives with care, not stress.

If timing really matters, or you’re trying to hit a specific date, we always recommend checking in with us first. We love helping you plan it properly.

Live chat us, email hello@gotsent.com.au, or call 1300 131 163. We’ll help you figure out the best option so your gift arrives exactly when it should. 💌

Once your order is dispatched, we’ll send you a tracking link straight to your inbox.

You’ll be able to follow your gift’s journey from our hands to theirs, refresh included. If anything looks unclear or feels off along the way, just reach out. We’re happy to help you check in on it.

That’s okay. It happens.

Depending on the courier and delivery option selected, the parcel may be left in a safe place, taken to a nearby location, or reattempted for delivery. You’ll be able to see what happens via tracking updates.

If you’re ever unsure or want to talk through the best delivery option for a specific address, we’re always here to help before you place the order.

Nope. Never. We would never ruin a good gifting moment like that.

We don’t include prices, receipts, or payment details in the parcel. Your gift arrives looking like a gift, not a transaction.

Order confirmations and receipts are sent directly to the email address used at checkout, so only you see them. The recipient just gets the good part.

Very much so. We believe presentation is part of the feeling.

Every GOTSENT order is packed with care and intention, designed to feel special the moment it’s opened. No extra wrapping panic required. It arrives ready to give, ready to impress, and ready to make someone smile.

If you’re sending it straight to the recipient, you can relax. We’ve got the details covered.

Yes, absolutely. And we love when you do.

You can add a gift message at checkout, and we’ll include it with your order so your gift arrives with a little extra heart. Whether it’s sweet, funny, awkward, or deeply meaningful, it’s your moment and we’re just helping deliver it.

Just make sure your message is exactly how you want it. We print it as provided, typos and all, because authenticity matters here.

Yes, we do and it’s one of those areas where things get quietly clever.

Behind GOTSENT is our parent studio, Ahhsemble, which specialises in customised gifting and event-led experiences for businesses and brands. What that means for you is access to smarter workflows, streamlined ordering, and the kind of behind-the-scenes systems that make larger or more complex gifting projects run smoothly.

Whether you’re sending gifts to a whole team, clients across different locations, or planning something for an event, we’re able to coordinate details, personalisation, and logistics in a way that feels effortless on your end and thoughtful on the receiving end.

If you’re thinking beyond a one-off gift, the best place to start is a conversation. We’ll help you figure out what’s possible, without overcomplicating things and pricing *wink wink.

You can reach us via live chat, email hello@gotsent.com.au, or call 1300 131 163 and we’ll take it from there.

Yes, absolutely. And we love a good creative brief.

If you’re planning something a little more special such as an event, celebration, or meaningful milestone, we’re always happy to chat about customised orders. This could include things like acrylic signage, cake toppers, bespoke gifts, or even a small gifting moment or pop up for an event.

These kinds of requests sit outside our standard product listings, which is why the best first step is always a conversation. We’ll listen to what you’re planning, talk through what’s possible, and see how we can help bring it to life in a way that feels thoughtful and considered.

Not everything is guaranteed, but we always approach these requests with curiosity, care, and a genuine desire to make something special happen.

If you have an idea brewing, reach out via live chat, email hello@gotsent.com.au, or call 1300 131 163. We’d love to hear what you’re dreaming up. 💛

We totally understand. Fonts are a feeling.

Our font options are carefully selected to work beautifully with each product, material, and engraving method, which is why personalisation is usually limited to what’s available on the product page.

That said, if you have something specific in mind and you reach out to us before placing your order, we’re always happy to see what’s possible. If it can be done without compromising the finish, quality, or timeline, we’ll do our best to help. No promises, but genuine effort every time.

Because custom font requests may affect production, timing, or consistency, they’re assessed case by case and can’t be guaranteed.

If you want to explore it, start a conversation with us first via live chat, email hello@gotsent.com.au, or call 1300 131 163. Sometimes the best ideas come from a quick chat.

Great question and yes, this one is intentional.

For initials, we use a specific serif font chosen for its timeless, classic feel. It works beautifully with hot stamping and gives those single or double letters a refined, elegant finish that feels right at home on a book.

For longer names or words, our default is a sans serif font. It’s cleaner, more balanced, and ensures the stamp remains legible and beautifully proportioned across the surface, especially when more characters are involved.

Each font choice is made with the material, size, and final look in mind so the result feels considered rather than forced.

If you’re ever unsure or curious about how your personalisation will look, you’re always welcome to reach out before placing your order. We’re happy to talk it through and guide you.

Live chat, hello@gotsent.com.au, or 1300 131 163. Always here to help. 💛

GOODSEND is our VIP circle and yes, we’re working on it as we speak.

It’s being designed for people who love thoughtful gifting and want a little extra from the inside. Early access, special releases, occasional surprises, and genuinely good goodies. Not noise. Not spam. Just things worth opening.

We’re taking our time with it because we want it to feel meaningful, not like another inbox obligation. When GOODSEND officially launches, we’ll announce it clearly across our site and channels so you can opt in if it feels right for you.

Until then, stay tuned. We promise when it arrives, it’ll be worth the wait.

And just to be clear, we hate spam as much as you do. GOODSEND is about quality, not quantity.

Sometimes, yes. And this is where things can get a little exciting.

During special moments like Valentine’s Day, Mother’s Day, Christmas, or other big gifting days, we do our best to stretch what’s possible. That might mean extended cut-off times, additional delivery options, or even special delivery runs when timing really matters.

Because these occasions can be busy and unpredictable, availability may change depending on demand and courier capacity. When we’re able to make something extra happen, we’ll always let you know clearly on our website, via banners, or through our emails and socials.

The best advice? Stay tuned, keep an eye out, and if you’re ever unsure, reach out. Sometimes a quick message is all it takes to turn “maybe” into “we can try.”

Live chat, hello@gotsent.com.au, or 1300 131 163. We love a good gifting challenge.

We care deeply about where things come from and how they’re made. Thoughtful gifting doesn’t stop at how something looks or feels, it extends to how it’s created too.

We work closely with our suppliers and makers to prioritise quality, longevity, and responsible practices wherever possible. That means choosing materials and production methods that make sense, avoiding unnecessary waste, and designing products that are meant to be kept, not tossed aside after the moment passes.

Are we perfect? Not yet. But we’re intentional, we’re learning, and we’re committed to doing better over time. Sustainability for us is a journey, not a buzzword.

If you ever want to know more about a specific product, material, or process, just ask. We’re always happy to share what we know.

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A Little Help Before You Gift

frequently asked questions

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A Little Help Before You Gift

frequently asked questions