How does personalisation work?
Personalisation options are shown on the individual product page. Please check spelling carefully before placing your order.
Are pieces gift ready?
We are building Providence Lane around meaningful gifting. Gift presentation options will be shown wherever available.
How long does delivery take?
Every personalised piece is made especially for you. Production generally takes 2–4 business days, followed by 5–12 business days shipping for Australian orders. Full delivery details, including international timeframes, can be found on our Production & Delivery page.
Do you ship internationally?
Yes, we ship worldwide. Estimated shipping times vary by destination, and international orders may be subject to customs duties or taxes, which are the responsibility of the recipient.
Can I change or cancel my order?
Personalised products can enter production soon after your order is placed, so please contact us as soon as possible if you need to make a change. Once production has begun, changes or cancellations may no longer be possible.
How do I track my order?
Once your order has been dispatched, you'll receive tracking information so you can follow its journey.
What is Package Protection?
Package Protection is an optional add-on that covers eligible orders lost, stolen or damaged during transit. We recommend adding it for extra peace of mind, particularly on personalised pieces made especially for you.
What is your returns policy?
We offer a 21-day returns policy. Because personalised pieces are made especially for you, they may be subject to a deduction from the refund amount, and shipping and package protection costs are non-refundable. Please contact us before returning any item so we can provide instructions.
What if my item arrives damaged or incorrect?
Please contact us as soon as possible with your order number and a photo of the item. Where applicable, a replacement will be arranged.
Can I contact you about a gift?
Absolutely! If you'd like a little guidance, or simply want to talk through your ideas, the contact form on our Contact Us page is the best place to reach us. We love being part of these moments, and we're always glad to lend a hand.