Frequently asked questions

We understand you may have some questions about our services and products, to make your experience easier and run smoothly, here are the answers but if you have a question you can't find an answer too please contact our Customer Service Team between 9am - 5 pm AEST Monday to Friday on (+ 61 ) 424 080 645 or email us at hi@designsbytoka.com. 

How long does it take for a custom design to be created once I make a deposit?

1-2 weeks normally, depending on the size and design. Our designer collaborates the information you have sent us into your unique custom design. 

How long does it take to carve a custom order?

3-4 weeks normally, depending on the size and design. More designs and details added will take longer to hand carve.

How long does it take to process an order?
Once your order has been confirmed with us, we start working on your custom design straight away. 

Can I make any changes to my order?
We aim to have your 100% satisfaction before we start the hand carving process however if you contact us straight away to make your changes, we will do our best to make your requested changes.

What kind of timber do we hand carve with? 

Solid Pacific Mahogany wood purchased here in Australia from our supplier who imports the Mahogany wood from Fiji. 

Can I have a different colour wood? 

Each piece of wood we carve with is unique, some older in and some lighter in colour. We can bring the colour of the wood out and highlight certain areas. Please let us know when you’re making your booking if you have a preference, dark or light wood.

Can I add items like a Black Pearl or Pearl shell to my carving?
We unfortunately don’t have any available at this time but are working on supplying these soon for our customer desires.

What payment methods do you accept?
We currently accept bank deposits to the allocated bank account we send you. All bank transfers are recorded and we will send you a confirmation of receiving your payment.

When do I have to pay my final payment on my account? 

First payment is AUD $200 deposit to hold and confirm your booking. Full payment is required after your custom design is approved and before the hand carving process starts. Full payment on your account is required before delivery is arranged.

For customers who would like to make part payments on their account up till the carving is ready, please contact our Customer Service Team between 9am - 5pm AEST Monday to Friday on (+ 61 ) 424 080 645 or email us at hi@designsbytoka.com. 

SHIPPING AND DELIVERY

What is the cost for shipping and delivery services?

We only use a reliable courier company to deliver all our packages. The cost is calculated at the beginning of your order when we confirm your booking and send you an invoice. To avoid delays with deliveries, we encourage customers to book and make full payment early. 

Do I need to be home when delivery is on its way?
Yes, you will need to sign on delivery or a card will be left for you to pick up your parcel from the nearest depot. 

Do you ship internationally?
Yes, we ship worldwide.

How much will I be charged for customs tax?
Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly. 

If you decide not to pay for the customs fee, the parcel will eventually be returned to our Head Office.  

How can I track my order?
When your order is dispatched, we’ll send you an email to let you know. You’ll receive a link with your tracking information which you can use to follow your parcel’s journey. Please allow up to 24 hours from receiving the dispatch email for your tracking information.
 

I haven’t received my order, what do I do?
You will receive a tracking number once your order is dispatched, and you can use this to track the location of your order. If there seems to be a delay or no updates, you can contact us at hi@designsbytoka.com with your order number and tracking number.
 

How can I cancel an order that I’ve placed?
If you’d like to cancel an order within 24 hours of placing it, please email us at hi@designsbytoka.com and we’ll do what we can to help. 

What do I do if I want a refund or exchange? 

Don’t worry, we understand that unfortunately you may need to cancel your order, we are happy to assist you through this situation to make matters effortless. Please check our refunds and exchange policy.

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