Welcome to our Frequently Asked Questions! We hope you can find the answer to your questions and queries on this page. If you can't find your question, please feel free to contact us and one of our lovely Customer Service Wizards will get back to you as soon as possible.
All of our custom Penwizard Brand books allow for multiple names/people in the books (please note that only one child will star in the book, with their friends/relatives mentioned within the story).
How much do your custom books cost?
We offer a great variety of custom storybooks that range in price based on the item and format. All prices can be found on each product page. Books start from $31.99 AUD + P&P.
I have a special request for my order, do you accept requests?
The custom character options shown on the website are the only ones we currently offer. Due to licensing agreements, and the intricate design we are unable to design bespoke elements on a one off basis. However, we are always looking to update our customisation options, so if you feel there is something we should be offering, please let us know and we can discuss with our brand partners. If you have a particular request about your order, please make sure you get in touch with us before you make your purchase, and we'll help you as much as possible!
Do you offer books in languages other than English?
At this time, we only have books available in English. However, we are looking to introduce books in selected European languages in the near future.
Can I preview the product before submitting my order?
While we do not currently have the option to preview your fully designed product. Most products have photographs and examples of the product or story on the product pages for you to preview. When personalising an avatar, you will also see a preview of your choices while you select the options. There will then be a cover preview for you to view the final avatar based on the options you chose. We are currently working on full book previews for our product range, so stay tuned! If you have any questions regarding a product then please get in contact with us.
My discount code isn't working
If we have a promotion running, you will be able to find the current offer on the promo strip at the top of our website. You will also receive up to date promotional offers if you subscribe to our newsletter.
Did you get this code from a different website? - We do not work with voucher code websites, so the codes that they have tend to be expired or very old codes that our website won't accept.
Are you trying to use more than one code at a time? - You can only use one discount code per order, and discount codes will not work in conjunction with one another.
Multi-Purchase Offers - If we have a multi-purchase discount offer running no code is required, the discount will automatically be deducted at the checkout stage. If the multi-purchase discount offer is higher than the value of your voucher code, it will cancel out your voucher code as our offers cannot be used in conjunction with one another.
Can I use more than one promo code?
Only one discount code can be used per order, and discount codes will not work in conjunction with one another. Discounts are applied to the order total before shipping, shipping costs are not included.
Can I get a refund for an unused voucher code?
Unfortunately, we cannot refund your order for unused or expired promotional / voucher codes.
I don't know if my payment has gone through, how can I check?
You should receive a confirmation email from us which indicates that your order and payment have been successful. Sometimes these emails can land in spam folders, so please make sure you check there before contacting us. If you do not receive a confirmation email, and you cannot see any pending or complete transactions on your bank account, please get in touch with us and we can investigate for you.
Have I been charged the correct amount?
If you're worried that you've been overcharged, please email us here, and we'll be more than happy to look into it for you. If an error has been made, we will rectify it immediately.
When will my book arrive?
Each Penwizard order is made completely from scratch, starting within minutes of placing the order. Between printing, binding, and waiting for glue to set, the turnaround time on production can range from 2–5 working days. Once a book is ready to ship you will receive an email with a delivery estimate based on your selected shipping preference.
How much is postage and packaging in Australia?
The cost of postage and packaging will appear in your basket at checkout as it is based on the items you purchase. Please visit our Delivery Information page for more details on our pricing.
How will my order be sent?
Penwizard sends all Australian orders via Australia Post or Aramax.
How long does delivery take in Australia?
Estimated delivery times can be affected during peak shipping periods or by delivery company delays. All times quoted are in working days. We offer Standard and Express shipping, and both shipping methods include a tracking number so you can monitor the progress of your order. Standard shipping can take between 4-10 working days from the ship date to arrive. Express shipping can take between 2-6 working days from the ship date to arrive.
Can my shipping address be different to my billing address?
Yes, you can specify a different shipping address in your shopping basket when you checkout. Make sure to click the save button to add the shipping address. You can only send to one address at a time. If you need to send to multiple addresses, please place multiple orders. If you need to change the shipping address, please make sure to get in touch with us as soon as you can with the correct shipping address and we'll get this updated for you. Please note that if you pay via PayPal, we do not use addresses assigned to PayPal accounts. We will only use the address that you supply to us on our website.
I haven't received a shipping email, has my order been shipped?
Unfortunately, sometimes our emails can get caught in the spam filter. Please have a look and see if our email to you is in there. If it isn't please contact us and we can update you on the status of your order. You can also check the status of your order by logging in to your account on the Penwizard website. Please note that our shipping emails are automated and will, therefore, send an email to the email address you specify when placing your order - so please double check that it's correct!
I haven't received my order, where is it?
If you haven't received your order we ask that you contact your local sorting office to see if they are holding it there. Please allow 10 working days from the date your order was shipped before contacting us about a missing order. At this point we will happily investigate further for you. If you haven't contacted us after 30 days of purchase regarding a missing order, Penwizard is not liable for "lost in transit" packages.
Why has only part of my order arrived?
We aim to offer a quick and reliable service. Because of this, your order may be individually shipped to enable a faster delivery.
I have received my order but the packaging and contents are damaged, what can I do?
It doesn't happen often, but sometimes packages are damaged in transit. If this happens, please contact us quoting your order number along with a photograph of the damaged goods, and we will get a new order sent out to you as quickly as possible. Please contact us within 30 days of purchase regarding damage to your product. After this time, we′re no longer liable and any issues will be dealt with on a case by case basis.
I have placed an order but just realised there is a personalisation error, can I fix it?
Our system is automated so that we can get your order to you as quickly as possible, so all products are sent to production immediately after an order is placed. With this in mind, we will print your order with the exact personalisation that is sent to us - we do not have the ability to amend the personalisation once the book is sent to print. We are not liable for any personalisation errors, and we are unable to cancel orders with personalisation errors that have already gone to print. If you would like to reorder with the correct personalisation, contact us, and we will provide you with a 50% voucher code, so you can reorder for half the price of the new book (not including postage costs).
I've placed my order and realised I put the wrong shipping address, can you help me?
If you contact us as soon as possible with the correct address, we will see if we can change the address for you. If your order has not already been shipped, we will be able to update the address. Unfortunately, we cannot do anything if the order has already been sent out. If your order has already been shipped, you can either wait for it to be returned to sender, and we can resend to the correct address (please note, you will need to cover the postage costs), or, we can reprint your order and send to the correct address, but you will be charged 50% of the cost of the new book + postage. We do not accept liability for items not received when you have supplied an incorrect address, an incomplete address or business addresses where orders are collected by a concierge or front desk.
What's happening with my order?
Unsure about the status of your order? You can check the status of your order by logging into your account on the Penwizard website! You should also receive emails from us when your order is confirmed and when we've shipped it. If you haven't received these emails, please do check to see that we haven't been lost in your spam folder! If you can't find any emails simply contact us and we will be happy to update you on your order.
There's a grammatical error in my book, can you fix it?
We strenuously edit our books and work closely with our brand partners on approvals so we can stand behind the quality 100%. That said, mistakes do happen from time to time. If you find an error, please reach out to our team with details and photographs and we'll gladly work with you to amend any errors!
You've misspelled my child's name (or another personalisation detail), can you fix this?
Our technology is set up to print exactly the details provided to us by the person ordering the book. We do remind you to double check the information entered at various stages of the order process. Please carefully review the information entered and then emailed to you in your confirmation email. If there was an error on our end, we will absolutely work with you to make it right!
Can I cancel my order?
For non-personalised items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to items which we have made, personalised or customised specifically for you. Our system is automated and if your order has already been sent to print we will not be able to cancel it. If you wish to discuss your order, please contact us.
My order isn't right, can I return it?
This will depend on what the problem is. If you are not fully satisfied with a product for any reason, please contact us so that we can help you. Please note that due to the personalised nature of our products, we cannot accept returns based on customer input errors (e.g. typos, personalisation errors etc). If it is an error that was made by Penwizard or our printer, we will remedy it as quickly as possible.
My product is faulty, what do I do?
Very rarely, a product with a fault will slip through the quality control procedures undertaken by our printers. If your product has a physical fault, then please contact us quoting your order number, along with a photograph of the faulty goods and we will reprint it as quickly as possible. Please contact us within 30 days of purchase regarding a fault. After this time, we′re no longer liable for any faulty products. Please note that any issues will be dealt with on a case by case basis.
I still have a question…
Please contact us and our Customer Service team will get back to you as soon as possible.