FAQ

Here's a list of our most frequently asked questions from Kustom Haus customers covering everything from sticky wax, shipping and returns, payment options and  turnaround times.

Turnaround Time

If your order includes an Artwork Proof we'll usually email this to you within a few hours. Production kicks off when you reply with your approval, so keep an eye on your inbox and spam folder.

Once we get your approval we'll aim to ship your order on the same or next business day (allow 5-7 business days for Self-Adhesive Wax Seals). If you want your order delivered really fast, select DHL Express or Express Post.

We'll do our best to despatch your order on either the same or next business day! This is determined by how busy we are and where your order is in the queue. Orders with artwork proofs are shipped once we get your approval, so keep an eye on your email. Click here for more info on shipping.

Every order is expedited! We aim to ship your order on the same or next business day. Choose DHL Express for the fastest delivery within Australia or worldwide. Click here for more info on shipping rates and times.

Shipping

You'll get free shipping within Australia when you spend just $50! Otherwise, it's $9 flat-rate across Australia and only $13 for Express Post. International shipping starts from as little as AUD $12 (free for our New Zealand customers who spend A$99). International rates are calculated when you enter your address at the checkout. Click here for more info on shipping.

We'll do our best to despatch your order on either the same or next business day! This is determined by how busy we are and where your order is in the queue. Orders with artwork proofs are shipped once we get your approval, so keep an eye on your email. Click here for more info on shipping.

We get it, you're in a rush to get your Kustom Haus gear. If you have a time-sensitive project choose DHL Express or Express Post. It's a good idea to get in touch if your order is very urgent so we can advise the best shipping method.

Yes, we ship internationally from Australia. International shipping starts from AUD $12 for NZ customers (free to New Zealand when you spend over A$99). Find out more about our shipping locations and rates here.

Yes, we use Australia Post to deliver to Parcel Locker and PO Boxes across Australia. Sign up for a free 24/7 Parcel Locker address here and pick up your order when it suits you. DHL Express and Same Day Courier require a signature on delivery and can not be shipped to a locker or PO Box.

No, we don't offer a local pick-up option but we do offer a Same Day Courier service from $15 within the Melbourne metro area - this is for orders placed before 11 AM on business days. Customers in metro Sydney, Brisbane, Adelaide, Canberra, Hobart and Perth CBD can select DHL Express for the fastest delivery (usually 1 day).

We can arrange a speedy Same Day Courier service within the metro Melbourne area from $15 - make sure you place your order before 11 AM on a business day and select Same Day Courier. We'll then get in touch with you to coordinate your delivery and you'll need to be available to sign for your delivery. If you're in metro Sydney, Brisbane, Adelaide, Canberra, Hobart or Perth CBD, select DHL Express
for the fastest delivery (usually 1 day). Contact us if you need more info. 

If you're not around, your parcel will be carded and sent to your local post office. Everything can be tracked online and you can use your free MyPost account to manage, redirect or request a safe drop for Australia Post deliveries.

The pandemic isn't over. While we'll still endeavour to ship your order on the same or next business day, your local delivery centre and postie may have a backlog due to sick staff and even wild weather events.

You can use your tracking number to see where your parcel is at all times. If your parcel takes longer than 10 business days to arrive get in touch and we'll follow it up for you.

If you're yet place your order consider Express Post or DHL to help mitigate delays.

Products/Tips

We prefer .AI, .EPS or .PDF vector files (editable files). A large and high-resolution .JPG will usually work (around 300dpi). Read the full Artwork Guide here or contact us if you need a hand or want us to take a look at your artwork before you order.

Everything in the store is sold separately so that you can build your perfect kit. As well as a wax seal stamp, you'll need coloured sealing wax and a tool for melting your wax. You can also add a Melting Accessory Kit to your cart and save a few bucks while you're at it.

One pack of Flexible Sealing Wax Sticks makes approximately 35-50 seals - that's 7 to 10 seals per stick. Always leave a extra for wastage. A Traditional Sealing Wax Stick with Wick makes about 8-10 seals per stick.

Kustom Haus wax seal stamps are circular and 24 or 30 mm in diameter. If your design is more square-ish in nature, don't stress. You'll be surprised how good a square logo or motif looks on a circular stamp.

You can use any low-temperature Glue Gun that accepts 12 mm sticks with our Flexible Sealing Wax sticks. It's best not to use a gun that has already been used with glue, or you'll get glue in your wax seals.

Sticky sealing wax is not unusual. The brass part of your stamp tends to get really hot when you produce many seals in one sitting and that
causes sticking. There are a few things things you can try to combat
this.

Ice
Use a cup of ice to cool your stamp in-between impressions. You’ll be surprised by how hot the brass can get. Just make sure it’s dry before you impress it into hot wax. This should solve your problem. Heating your stamp definitely will not help.

Temperature
Let your wax cool a little before you press your stamp into it. Your wax should never be too runny.

Let it set and cool
Before removing your stamp, make sure the wax is well set. This can take a minute or so, again, depending on the temperature of your wax, the brass and room temperature. Blowing gently or fanning the wax can help cool it.

Payments / Returns

Yes! You can pay in instalments with PayPal Pay in 4 at the checkout. To pay with other BNPL services just log into your favourite app and pay with the provided digital card.

To pay from your bank account you can select PayPal (which you can set up to draw funds from your bank account). PayPal payments (excluding eCheck), Visa, MasterCard and American Express payments clear instantly.

Yes, we accept Apple Pay and Google Pay. Just click the payment button of your choice in your shopping cart (while shopping from a compatible device or browser) to complete your purchase.

If you'd like to request a return, let us know within 3 days of receiving your gear and we'll help you out. Our full Refund Policy is here. Wax seal stamps can’t be returned or exchanged since they're made just for you.

Do you...?

No, we don't. Being online-only keeps our overheads low, our prices stable and our turnaround faster than our competitors.

We're a retail store and crafter, we don't wholesale our gear.

Stationery designers, letterers and other retailers purchase on behalf of their clients and pay the same retail price and receive the same top-notch level of service that every other customer receives.

Since stamp and seal production is as much a service as it is a product, our prices include labour and set-up as well as the cost of the hardware itself. The price also includes subsidised or partially subsidised shipping costs.

To maintain our speed, turnaround and high level of service we prefer to work directly with our customers rather than going through a third party. It's easier for everyone!

No, we don't. Making wax seal stamps is noisy business and we're not always at the studio. If you have a question you can email us or live chat with us.