Frequently Asked Questions

You may find all our frequenty asked questions below which explains our policies and procedures when processing and sending orders. If you cannot find what you're looking for, get in touch with us.

Sustainability

We use 100% post-consumer recycled paper sourced from 100% post-consumer waste for our greeting cards.

The paper is processed and manufactured in a chlorine-free environment under the ISO 14001 environmental management system and is made carbon neutral.

Post-consumer waste such as paper and cards, from items like juice containers, is gathered together and processed to make reusable and recyclable items again. Instead of using virgin fibre (from trees), we use recycled fibre, which uses less water and energy to produce recycled paper.

Note:

Due to the recycled paper manufacturing process, the paper we use is not 100% white or speckle free, meaning small pulp speckles may appear on the surface of the card.

We source the paper from our printer who sources it from a manufacturer. We do not manufacture or produce any recycled paper.

We use dry toners (for digital printing) rather than liquid ink to fuse our designs to the surface of the paper. Dry toners are regarded as environmentally friendly as the toner is non-toxic and has a high-efficiency transfer rate. Plus, water, solvents and printing plates are not required for digital printing with dry toners, meaning very little waste.

The toners can also be de-inked in commercial recycling and recycled once the cartridge is empty.

Orders

All of our products usually ship within 1-2 business days. Once your order is ready for shipping, we will notify you once it has been shipped.

You may cancel or change your order if it hasn't yet been processed or shipped. We recommend you contact us to request changes to your order as soon as possible. Click here and select "Change/Cancel Order" from the drop-down, include your order number in the subject field, and provide details to support your request.

Note: We cannot guarantee that your order can be cancelled or modified. If your order has already been processed and/or shipped, please refer to our returns section for more information.

No, creating an account is entirely optional. If you would like to keep a record of your purchases, then we recommend creating an account. Click here to create an account.

Shipping

At this time, we only ship our products within Australia. We are looking to expand our product offering overseas.

You can track the status of your order by visiting your account page. Australia Post Priority delivery service does not offer tracking as an option at this time, therefore we cannot provide a tracking number.

All of our products usually ship within 1-2 business days. Once your order is ready for shipping, we will notify you once it has been shipped. Shipping within Australia may take between 1 - 5 business days, although this is just an estimate and is not guaranteed.

Note: We do not offer shipment tracking at this time.

We're unable to change your delivery address after an order has been placed. You may, however, cancel your order by contacting us (within 3 hours of placing it and/or before we have processed your order), and place the order again with the correct shipping address.

To cancel your order due to an incorrect shipping address, click here and select "Incorrect Shipping Address" in the dropdown, include your order number in the subject field, and provide details to support your request.

Note: Changing the default address on your account does not update the delivery address for current orders. Address changes will only take place for new orders.

We do not support shipping to multiple addresses at this time.

Returns

We offer two refund options for our customers:

Change of mind refund:

You may return items in their original condition and packaging (envelope) for a full refund to your original payment method. Items must be returned within 14 days from the original delivery date from flawgiven.com, and must meet the product refund conditions below.

Note: You will be responsible for the return shipping costs due to change of mind.

Change of mind refund conditions:

(1) The item is in its original condition and packaging (envelope); items that have been written on, used, altered or damaged post-delivery will not be eligible for a refund or replacement.

(2) Proof of purchase (invoice) is included with the items to be returned.

(3) The items are returned and received by FlawGiven within 14 days from the date of delivery.

Refund for major failure:

You may request a refund to your original payment method or a replacement shipped to you if there is a major failure with the items you have received. Items refunded or replaced due to a major failure do not need to be returned to us.

Request a refund:

To request a refund or replacement, click here and select "Change/Cancel Order" from the drop-down, include your order number in the subject field, and provide details to support your request.

Please note: Shipping charges incurred at checkout may be refunded for items with a
major failure, but are non-refundable for change of mind purchases.

You may request to exchange a product for another product of similar, higher, or lesser value and receive a partial refund, discount, or a new charge for any cost differences, before your order has been shipped.

Request exchange:

To process an exchange request, click here and select "Change/Cancel Order" from the drop-down, include your order number in the subject field, and provide details to support your request.

Note: We do not accept exchange requests once an order has been shipped, nor can we guarantee that a request will be successfull if an item has already been processed for shipping.

For change of mind:

Once your return request has been submitted and your shipment has been received, we will review the returned items and make a decision based on the information you have given us. The review will take approximately 1-2 business days to process after the shipment has been received. You will be notified via email the outcome of your request once it has been processed and a decision has been made.

For major failures:

Once your refund request has been submitted, we will review the faulty items and make a decision based on the information you have given us. The review will take approximately 1-2 business days to process after the shipment has been received. You will be notified via email the outcome of your request once it has been processed and a decision has been made.

Refunds may take between 1-7 business days to appear on your original payment method, depending on your financial institution.

Once your exchange request has been submitted, we will review your request as soon as possible and make a decision based on the information you have given us. You will be notified via email the outcome of your request.

Shipping charges incurred at checkout may be refunded for items with a major failure, but are non-refundable for change of mind purchases.

Payment Methods

We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, Apple Pay and Google Pay. We do not accept PayPal payments at this time.

If your payment method declined, it could be that the CVV on the card was entered incorrectly, or the details entered at checkout did not match the details on file with your credit card issuer. We recommend you try another payment method or get in touch with your credit card issuer for more details as to why the charge failed.

Your payment method is charged once you have entered your payment details and submitted your order at checkout.

Only one payment method may be used at this time, with gift cards being the exception. You may use a gift card and a credit card, or multiple gift cards for a single order at checkout.

Gift Cards

Gift card balances are not available online at this time. If you would like to retrieve your gift card balance, get in touch with us and we will send your balance information to you.

No, you cannot reload a gift card with a balance of zero.

Yes, as long as there is still a balance remaining on the card.

Yes, you may use more than one gift card at checkout.

Account/Technical

You can reset your password by clicking here and selecting the "Forgot password?" link. Enter the email address associated with your account and click "Recover". You will be sent a password reset email shortly. If you're still having trouble accessing your account, get in touch with us.

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