FAQ

Orders & Turnaround

How long will my order take?

Our current turnaround time is 3 weeks from the date your order (and all personalisation details) are received. This allows time for each piece to be carefully made, checked and packaged. Turnaround may be slightly longer during peak periods such as Christmas, Eid, Easter and Mother’s Day, so we recommend ordering early.

I need my order sooner — do you take rush orders?

We may be able to accommodate rush orders depending on our current workload. Please email us at hello@byelyse.com.au before placing your order with your required date, and we’ll let you know if it’s possible. Rush orders cannot be guaranteed unless confirmed by email first. There may be a fee payable for rush orders.

Can I see a proof before my order is made?

Yes — please add a note at checkout for a digital proof of your wording and design. Please double-check all spelling, names and dates carefully, as we print exactly what is approved.

Can I change or cancel my order?

Because every item is made to order, changes or cancellations can only be accepted if production hasn’t started. Email us as soon as possible and we’ll do our best to help. Once your personalisation has been printed or your order has been made, we’re unable to make changes or offer a cancellation.

Do you take bulk orders for weddings and events?

Absolutely — wedding favours and event orders are our specialty! For large orders (or if your event is less than 3 weeks away), please email us at hello@byelyse.com.au so we can confirm quantities, timing and any custom details.

Personalisation & Colours

What can I personalise?

Names, dates, short messages and colour choices, depending on the item. Each product listing explains what can be customised. If you have something special in mind that isn’t listed, send us an email — we love bringing custom ideas to life.

Can I request specific colours to match my theme?

Yes! Let us know your colour palette in the personalisation notes at checkout, or email us a photo or swatch of your theme. We’ll match as closely as possible. Please keep in mind that colours can appear slightly different from screen to screen, and small variations between your screen and the finished product may occur.

Will my item look exactly like the photos?

Every item is handmade, so small variations are part of what makes your piece unique. Your personalisation will follow the layout and style shown in the product photos unless we’ve agreed otherwise.

Postage & Pick Up

Do you offer local pick up?

Yes — free pick up is available from Greenvale VIC 3059. Select “Pick Up” at checkout and we’ll email you when your order is ready to collect, along with the pick up address and available times.

Do you post Australia-wide?

Yes, we ship anywhere in Australia via Australia Post. Postage is calculated at checkout. Once your order ships, you’ll receive a tracking number by email.

How long does delivery take?

Delivery times are in addition to our 2–3 week turnaround and depend on Australia Post’s estimates for your location — typically 2–5 business days for standard post within Australia, and longer for regional and remote areas. Express post is available at checkout if you’d like faster delivery once your order is made.

Do you ship chocolate in warm weather?

We take extra care with chocolate orders, packaging them to protect against heat where possible. During the warmer months we recommend choosing express post or local pick up, and bringing your parcel inside as soon as it’s delivered. Unfortunately, we can’t take responsibility for melting once your order has left our hands, as it’s outside our control.

My order arrived damaged — what should I do?

We’re so sorry! Please email us at hello@byelyse.com.au within 48 hours of delivery with photos of the damaged item and packaging, and we’ll make it right.
Products & Care

Are your chocolates allergy-friendly?

Our chocolate bars are made/packaged in an environment that may contain traces of nuts, dairy, soy and gluten. If you have allergy concerns, please email us before ordering and we’ll confirm the ingredients of the specific product.

How should I store my chocolate bars?

Keep them in a cool, dry place away from direct sunlight, ideally below 20°C. Avoid the fridge if possible, as condensation can affect the appearance of the chocolate.

How far in advance should I order favours for my event?

We recommend placing your order at least 4–6 weeks before your event — this allows for our 2–3 week turnaround plus postage, with a comfortable buffer. Chocolate favours are best enjoyed fresh, so we’ll time production accordingly for your date if you let us know your event date at checkout.

Returns

Do you accept returns?

Because our items are personalised and made to order, we’re unable to offer returns or refunds for change of mind or for errors in details provided to us. If there’s an error on our part, or your item arrives damaged or faulty, please contact us within 48 hours and we’ll happily replace it or make it right.

Still have a question?

Email us at hello@byelyse.com.au or message us on Instagram @wrappedbyelyse — we’d love to hear from you!