Frequently Asked Questions

Here you will find a comprehensive list of our most frequently asked questions or FAQ.

If you can’t find an answer to a question you have about a product or service we offer, please don’t hesitate to contact us

My labels aren't sticking to my surface, what do I do?

Make sure your surface is clean and dry, did you clean the surface with the alcohol wipe provided? Ensure there is nothing stuck to the sticky side of the label.

Re-read over the application steps and make sure that you haven’t missed a step in the process that could have caused your label to not adhere to the surface correctly.

You will need to apply reasonable pressure to the surface to ensure that the label will separate from the clear transfer layer when peeling away.

If you still cannot get them to stick, pop us a message either here or on our Facebook Page

The label won't separate from the clear transfer layer, what do I do?

It is possible that you need to apply more pressure and rub the surface of the clear transfer sheet a little more firmly before attempting to peel pack and remove from the label. Usually all you need is a little more pressure and the vinyl will adhere to the surface and the clear transfer layer will peel away.

There is a sticky residue on my labels surface, is it from the clear transfer layer?

Yes, it most likely is from the clear transfer layer. This sometimes happens when you apply too much pressure to the transfer layer or the clear transfer layer got a bit too warm during application and left some adhesive residue on the vinyl label.

Don’t worry it is easy to remove, you can use an alcohol wipe or some isopropyl alcohol on a cotton pad to remove the residue or wash gently with warm soapy water and a sponge.

Are my labels dishwasher safe?

It is recommended that you hand wash only items that you have placed one of our vinyl labels on.

While our labels are made to last, all dishwashers and their cycles vary sometimes the high heat produced by many dishwasher cycles can weaken the adhesive of the vinyl which is why we recommend to hand wash only.

Can my label be removed from the surface once it has been applied?

Yes, it is possible to remove vinyl labels from most surfaces with a bit of effort, however there may be a sticky residue left behind which could be cleaned up with a bit of rubbing alcohol or eucalyptus oil.

Will my labels peel off?

Our labels have been quality tested by real kids on real lunchboxes and drink bottles as well as glassware and other items to ensure they last the test of time and can survive general use.

If you follow the application as well as care instructions carefully, our vinyl labels should not peel off. However with some effort they can be removed.
If picked at they may peel off or the edges of the labels adhesive may weaken which may result in peeling.

Is my etched glassware dishwasher safe?

Yes, the etching is permanent and it is perfectly safe to put the items in the dishwasher, unless otherwise stated in the care instructions provided for the item.

Is my glassware with vinyl embellishments dishwasher safe?

No, unfortunately the heat from some dishwasher cycles may weaken the adhesive in the vinyl and as dishwashers can vary we cannot recommend putting vinyl labelled items in the dishwasher.

Why do you take a deposit upfront?

We take a deposit upfront to secure your booking or order. This also helps us cover the costs associated with the commencement of your project.

Why do you take full payment before handover of goods/files?

As set out in our terms and conditions we take final or full payment from our clients before handover of good or files to our clients.

This ensures that we are paid for our time and our work in a timely and efficient manner.

How long does shipping take?

Below are estimated shipping times for AustPost and Sendle, we use a combination of both companies to ship our products to our customers.

AUSTRALIA POST

Estimated Postage Times:

Express Post: Next Business Day – this time frame may increase if you are outside of Express Post Network Areas

Courier Post: Same Business Day Delivery – only available within same state.

Parcel Post: Same State Metro – up to 2 Business Days

Same State Country – up to 5 Business Days

Interstate Metro – up to 3-6 Business Days Depending on lodgement and destination points

Interstate Country – up to 7-10 Business Days Depending on lodgement and destination points

International Express Post: Up to 2-4 Business Days in Major Metro Areas longer outside of this.

International Standard Post: 6 Plus Business Days

International Economy Post: up to 10-30 Business Days depending on area.

SENDLE

Estimated Postage Times:

1 to 2 business days to Sendle to Adelaide

1 to 2 business days to Sendle to Albury

2 to 3 business days to Sendle to Bendigo

1 to 2 business days to Sendle to Brisbane

2 to 3 business days to Sendle to Bundaberg

3 to 7 business days to Sendle to Cairns

1 to 2 business days to Sendle to Canberra

Same or next business day to Sendle to Central Coast

1 to 3 business days to Sendle to Coffs Harbour

4 to 12 business days to Sendle to Darwin

2 to 3 business days to Sendle to Geelong

1 to 2 business days to Sendle to Gold Coast

3 to 4 business days to Sendle to Hobart

3 to 4 business days to Sendle to Launceston

2 to 3 business days to Sendle to Mackay

2 to 3 business days to Sendle to Maryborough

1 to 2 business days to Sendle to Melbourne

Same or next business day to Sendle to Newcastle

1 to 2 business days to Sendle to Northern Rivers

7 to 10 business days to Sendle to Perth

1 to 3 business days to Sendle to Port Macquarie

2 to 3 business days to Sendle to Rockhampton

2 to 3 business days to Sendle to Sunshine Coast

Same or next business day to Sendle to Sydney

1 to 2 business days to Sendle to Toowoomba

3 to 7 business days to Sendle to Townsville

1 to 2 business days to Sendle to Wollongong

All items will be sent with tracking, should your parcel become lost during transit, you can use your tracking to lodge an investigation with Australia Post or Sendle to find out where your item is, alternatively contact us and we will lodge an investigation with Australia Post or Sendle on your behalf, we aim to get your items to you as quick as possible, but sometimes things do go wrong during the shipping process and we understand this can be frustrating for our customers, but we want to work with you, so please be patient with us while we work together to find a suitable solution.

What file format will I receive my photos in?

Photos from any photography work done by us for a client will be provided in finished high resolution JPEG format, we do not provide original RAW files to our clients.

What file formats will I receive my logo in?

Generally we provide a range of files to our clients that we create logos for these range from but aren’t limited to Ai, EPS, PSD, PDF, PNG, JPEG and SVG.

We do not provide working files or source files to our clients, these files are retained by us as part of our intellectual property.

How long is custom order turnaround time?

Custom order turnaround times vary, current turn around time is communicated either within the listing or within the quote provided.

If you require your item urgently, we recommend contacting us prior to ordering to ensure that we are able to deliver within your required time frame.

In some cases, a rush fee may apply.

My item arrived broken or damaged what do should I do?

Should your item arrive damaged or broken, contact us at info@rjsphotographyanddesign.com.au within 48 Hours of receiving your item either broken or damaged. Please provide us with photos as evidence of the damage or breakage which may have occurred during shipping.

Please help us out by also reporting via lodging a complaint with the shipping company (either AustPost or Sendle) regarding the damage or breakage that occurred during shipping please include your tracking details as well as photos when lodging the complaint. We will also lodge a complaint with them on our end to try and rectify the issue.

In the meantime, we will either replace, refund, repair where possible or provide store credit for the broken or damaged item/s.