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Frequently Asked Questions

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FAQ Topics

General Information more: Q What payment methods do you accept?

A
For orders placed online we accept MasterCard, Visa and Pay Pal.
Order Information more: Q Can I change/cancel my order once it has been placed?

A
The production process begins the moment your order is received by our system. As the product that has been ordered is personalised, we cannot change or cancel orders once they have been placed. Please use the Preview button to see how your order will look, and take a moment to check all details are correct before placing your order.

Q How will I know when my order has been dispatched?

A
You will receive an initial confirmation email once your have placed an order, followed by another email notification once your order has been dispatched.
Delivery Information more: Q How long will it take to receive my order?

A
We custom make each and every product in your order according to your specifications and aim to dispatch it within 2 - 5 working days. Please then allow a further 3-14 business days in the mail following this for it to reach you. This service proposition is matched or exceeded in the majority of occasions throughout the year.
Check our Shipping & Delivery Information page for details.

* Please Note: During Sales and the Back To School period dispatch times may be slightly delayed due to the volume of orders we receive.

Q Will I need to pay for customs duties or fees?

A
Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; if such charges occur please contact us. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Q How much will delivery cost?

A
See our Shipping & Delivery Information page for details on delivery cost. You can also calculate the delivery cost at checkout. Shipping costs are calculated based on the weight of the entire order.
Product Information more: Q How accurate is the preview of my labels on the website?

A
The product builder provides a 99% accurate preview of your product, however, colours may differ depending on your monitor or phone screen settings and resolution.

Q Can you send me a sample?

A
We can send you a sample of any of our label ranges. Unfortunately, we cannot supply samples of our larger items, nor can we personalise the sample. Please contact our Customer Service team to request label samples.

Q How long are your products guaranteed for?

A
All products are conditionally guaranteed by Stuck on You for a period of 30 days. If your product is found to be faulty during this time we will, at our discretion, replace or repair it. Please remember that these are products for children and would be subject to wear and tear. Please refer to our Returns Policy for more details.

Q Can I have more than one name on a label?

A
Our production process only allows one name per product. If the labels are to share between family members you can have just the family name printed on your labels, so everyone can share. The only exception to this is our Value Packs; these are for one full name (first and surname) only.

Q I would like to order a Value Pack with just a surname, is this possible?

A
Our Value Packs have been designed to offer value to customers wishing to buy multiple products in one purchase. We allow one full name, no surnames only on these packs. Many of the packs have been put together with an occasion in mind. The 0-5 Pack is perfect for children heading off to preschool or school and the 5+ Pack is a great pack for older school children.

Q What is the difference between Iron On Clothing Labels and Stick on Clothing Labels?

A
Iron On Clothing Labels are a permanent transfer that embeds into the weave of the fabric. The flexible material allows them to stretch with the fabric.
Stick On Clothing Labels are made from a woven material. These labels have a glue adhesive on the back which means you can simply peel off the backing and stick onto the care instruction label of the garment. This is not a permanent solution, however if you would like your labels to stay put in the wash stick the label on to the garment and iron over with a hot dry iron. The glue will melt and bind to the fabric. Alternatively, you can stick onto the garment and sew around the edges or use both methods for a long lasting solution.

Q My child has an allergy. Do you have any specific allergy products?

A
If your child has a nut, wheat, seafood, egg or dairy allergy then our Allergy Labels are perfect. They're available in a range of shapes and sizes to suit all your labelling needs.

Q Are your Wall Stickers suitable for all surfaces?

A
Stuck on You Wall Stickers can be applied to most surfaces, including painted walls, tiles, doors and windows. They will not adhere to fabric/cloth, brick or uneven surfaces. For freshly painted walls, please allow 4 weeks before applying your wall stickers.

Q What are the size measurements for the short and long sleeve t-shirts?

A
Long Sleeved Tops

Length (cm/in)

Chest (cm/in)

Arm (cm/in)

Size 2

40cm/14.7"

29cm/11.4"

31.5cm/12.4"

Size 4

45cm/17.7"

32cm/12.5"

35.5cm/13.9"

Size 6

49cm/19.2"

33cm/12.9"

43cm/16.9"

Size 8

53cm/20.8"

33.5cm/13.1"

45cm/17.7"

Short Sleeved Tops

Length (cm/in)

Chest (cm/in)

Size 2

38.5cm/15.1"

27.5cm/10.8"

Size 4

45cm/17.7"

31.5cm/12.4"

Size 6

47.5cm/18.7"

32.5cm/12.7"

Size 8

49.5cm/19.4"

33cm/12.9"

PLEASE NOTE: These charts are intended as a guide only.

Q What are the size measurements for the baby jumpsuits?

A

Length (cm/in)

Width (cm/in)

Size 000

35cm/13.7"

25cm/9.8"

Size 00

38cm/14.9"

26cm/10.2"

Size 0

41cm/16.1"

27cm/10.6"

Size 1

46cm/18.1"

28cm/11"

PLEASE NOTE: This chart is intended as a guide only.

Q What are the size measurements for the pyjama sets?

A
Long Sleeved Tops

Length (cm/in)

Chest (cm/in)

Arm (cm/in)

Size 2

40cm/14.7"

29cm/11.4"

31.5cm/12.4"

Size 4

45cm/17.7"

32cm/12.5"

35.5cm/13.9"

Size 6

49cm/19.2"

33cm/12.9"

43cm/16.9"

Size 8

53cm/20.8"

33.5cm/13.1"

45cm/17.7"

Short Sleeved Tops

Length (cm/in)

Chest (cm/in)

Size 2

38.5cm/15.1"

27.5cm/10.8"

Size 4

45cm/17.7"

31.5cm/12.4"

Size 6

47.5cm/18.7"

32.5cm/12.7"

Size 8

49.5cm/19.4"

33cm/12.9"

Long PJ Bottoms

Waist (cm/in)

Leg Length (cm/in)

Size 2

25cm/9.8"

46cm/18.1"

Size 4

26cm/10.2"

60cm/23.6"

Size 6

29cm/11.4"

70cm/27.5"

Size 8

30cm/11.8"

80cm/31.4"

Short PJ Bottoms

Waist (cm/in)

Leg Length (cm/in)

Size 2

26.5cm/10.4"

22cm/8.6"

Size 4

28.5cm/11.2"

23.5cm/9.2"

Size 6

30cm/11.8"

24.5cm/9.6"

Size 8

32cm/12.5"

28cm/11"

PLEASE NOTE: These charts are intended as a guide only.

Q What are the size measurements for the nighties?

A
Nighties

Waist (cm)

Arm Length (cm)

Nightie Length (cm)

Size 2

30

32

53

Size 4

32

37

59

Size 6

35

43

65

Size 8

38

49

69.5

PLEASE NOTE: These charts are intended as a guide only.

Q What are the measurements for the Art Smocks?

A
Our new Art Smocks are great for nursery, playgroup, kindergarten and school. The approximate size measurements are below:

Length: 55cm

Width: 42cm

Arm length: 42cm

Pocket size: 23 x 13.5cm

Q Which labels are best for me?

A
Please visit our Label FAQ for a comprehensive guide on which labels will suit your needs.

Q Can I cut the label if I want it to be a different size?

A
Our labels come in a wide variety of shapes and sizes, so you are likely to find a label that suits your needs. We do not advise that you cut the labels as this will compromise their quality.

Q Want to know more about our Bento Boxes?

A Click here for all your bento box questions!

Q Is there a problem with mould in the Bento Boxes?

A Your wellbeing is our highest priority, so when it came to light that a customer had experienced a mould issue with their Bento, we immediately launched an investigation to understand the potential extent and cause of the issue. Independent testing confirmed that our Bento Boxes meet all Australian and Food and Drug Administration standards for safety and quality as a reusable food container. However, to provide you with extra reassurance, we have made some minor revisions to the care instructions to further minimise the potential for moisture to become trapped under the lid lining (see below).

Q How do I clean my 3-piece Bento?

A
1. Wash the Bento Box as soon as possible after each use.

2. Separate the inner tray and silicone seal from the outer case.

3. Wash all three parts of the Bento Box thoroughly by hand or in the dishwasher (top rack only).

4. Dry all parts thoroughly with a clean cloth or paper towel.

5. We highly recommend that even once dry, you should keep the parts separate and store them in a well-ventilated area until ready to use again.

Download printable care instructions for 3-piece bento box here

Q How do I clean my Bento (1/12/2016 - 30/11/2018) model?

A
1. Separate the inner tray from the outer box casing, and clean them as soon as possible after each use.

2. Wipe the outer casing with a clean damp cloth, ensuring all traces of food are removed from the silicone seals.

3. The inner tray can be safely washed in a dishwasher (top rack only).

4. Do not attempt to separate the silicone seal from the outer box casing.

5. Do not submerge or immerse the outer box casing in water.

6. Dry all parts of the Bento Box thoroughly with a clean cloth or paper towel.

7. We highly recommend that even once dry, you should keep all parts of the Bento Box separate and store them open in a well-ventilated area until ready to use again.

Download printable care instructions for bento box here

Q How to remove inner lid for 3-Piece Bento Box

A
Click here for this handy inner lid removal video!

Q How to Apply Iron On Labels

A

1. Peel to remove Clothing Label from backing and place face up on fabric so that text is showing.

2. Cover the Iron On Label with supplied parchment paper and iron over with a DRY iron, between a MEDIUM-HOT (cotton) setting.

3. Press firmly over the label for 10 seconds. Repeat as needed to ensure the label is firmly applied and not lifting at any edge

4. Allow to cool before use.

Or click here for this handy video!
Technical Information more: Q What security do you have on your website?

A
Our website uses 128-bit encryption. It has SSL security, which can be verified by the padlock at the base of your browser page. Secure Sockets Layer, SSL, is the standard security technology for creating an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remains private and integral.

Q Do I need to set up an account to order?

A
No. You can place your order as a guest, however by setting up an account you can log in on your next visit and reorder any of your previous orders at the click of a button. You can also earn points towards future purchases, and log on to see if your current order has been dispatched.

Q I have forgotten my password, how can I find out what it is?

A
No problems. Simply follow the steps to retrieve your password within the 'My Account' area or call our friendly Customer Service team who will help you out.

Q I am having difficulties making selections and placing my order, what can I do?

A
If you are not able to view or select all the design options and are having difficulties adding items to the shopping cart, you may need to clear your browser history or use a different web browser. Alternatively, you can contact us and our friendly Customer Service team will create an order for you over the phone.

Q Do you store my information?

A
We may store relevant information used for contacting you in regards to product orders. We also use cookies to personalise and enhance your current and future browsing experiences. We do not normally store anything that is deemed to be ‘Sensitive Information’. Please review our Privacy Policy for more information.
Stuck on You® Rewards more: Q How do I join Stuck on You® Rewards and earn points?

A
To start earning points, simply create an account. To see how many points you can earn for each product, visit the product page and take a look at the right-hand column. Once you've accumulated enough points, use the Spend Your Points slider at the shopping cart to select how many points you’d like to redeem on your order. You can leave the slider at 0 to save your points for later, or maximise your discount by using them all at once.

Q I already have a customer account, do I need to create a new account to receive points?

A
If you have an existing customer account, you are eligible to earn points on all future approved orders and interactions. Just ensure that you are signed in to receive reward points.

Q How long before Reward Points expire?

A
Stuck on You Rewards Points will remain active in your account for 365 days after the most recent activity on your account. “Activity” refers to any transaction or event when points are earned or redeemed.

Q Will I receive a warning before my points expire?

A
You may receive email reminders before your points expire. Stuck on You is not responsible for deliverability of emails – therefore we cannot guarantee you will receive these emails. Please ensure you monitor your rewards points by signing into your account to check the expiry date.

Q I did not use my points before they expired, can I get those points back?

A
By not redeeming points or generating activity on your account before the expiration date, you have forfeited any points attributed to your account. Points lost cannot be re-activated.

Q What can I use my Reward Points on?

A
Reward points can be redeemed when placing a new order to receive discounts from the sale price. Once you have at least 70 points, you may redeem these when placing a subsequent order.

Q What are my Stuck on You® Reward Points worth?

A
Stuck on You® Rewards Points do not have a cash value. Rewards Points can only be redeemed through Stuck on You®. Points can be redeemed when placing a qualifying order and the discount amount will be shown at the checkout. The redeemable value of Rewards Points is subject to our Terms and Conditions.

Q Must I redeem my points when I place an order?

A
When you have points in your account, you have the option of using the points slider at the shopping cart to redeem as many points as you wish on your order. You may choose to save your points for later by leaving the slider at 0, or you may choose to maximise your discount by using all available points.

Please remember that if you choose to save your points for later use, you should monitor the expiry date and use the points before that time.

Q I do not think that my Reward Points have been applied, can you help me?

A
If you believe that your Rewards Points have not been correctly credited or are having issues, please contact our Customer Service team to discuss.

Q How do I earn points for referrals?

A
You can earn Stuck on You Rewards Points by referring friends to join our rewards program. Simply sign into your Account, visit the My Referrals and send an email to your friends’ email addresses. You can also share your referral code. Rewards Points are awarded after a new account is created and your friend places their first order.

Q How do I apply my Rewards Points?

A
Once you've accumulated enough points, use the Spend Your Points slider at the shopping cart to select how many points you’d like to redeem on your order. You can leave the slider at 0 to save your points for later, or maximise your discount by using them all at once.
Fundraiser Information more: Q How can I request a payment for my fundraiser?

A
To request a payment, you need to sign into your fundraising account. Select "request payout" from your account dashboard. If your fundraiser has more than $50 worth of Rewards Points, your points will be converted to a cash value and the payment will be "requested".

Q When will my payment be processed?

A
Fundraising payments are processed quarterly by our team. The cut-off dates for each quarter is the end of March, June, September and December. Payments are generally in your account in 2-3 weeks after the cut-off date.

Q How do I receive a payment?

A
When you request your payment, you will need to select either bank deposit or Paypal as the payment method. Please ensure that all the information that you provide is correct as we are unable to reverse a payment after it has been processed.

Q What can I do if I do not have enough points to request a payment?

A
If you do not have enough points, just keep your fundraiser going. You might want to promote your fundraiser to families again and wait to see what extra earnings you have by the next quarter. There is an option to receive a gift voucher for the value in your fundraising account, to request this please contact us at info@stuckonyou.biz.

Q How do I become a fundraiser?

A
Visit our Fundraising page and you can find all the details here. Earn 20% commission on all full-priced purchases and 5% commission on promotional purchases. You will also find a Fundraising FAQ section that can answer all your questions.

Q	What payment methods do you accept?
A	For orders placed online we accept MasterCard, Visa and Pay Pal.

Q	Can I change/cancel my order once it has been placed?
A	The production process begins the moment your order is received by our system. As the product that has been ordered is personalised, we cannot change or cancel orders once they have been placed. Please use the Preview button to see how your order will look, and take a moment to check all details are correct before placing your order.

Q	How will I know when my order has been dispatched?
A	You will receive an initial confirmation email once your have placed an order, followed by another email notification once your order has been dispatched.

Q	How much will delivery cost?
A	See our Shipping & Delivery Information page for details on delivery cost. You can also calculate the delivery cost at checkout. Shipping costs are calculated based on the weight of the entire order.

Q	How accurate is the preview of my labels on the website?
A	The product builder provides a 99% accurate preview of your product, however, colours may differ depending on your monitor or phone screen settings and resolution.

Q	Can you send me a sample?
A	We can send you a sample of any of our label ranges. Unfortunately, we cannot supply samples of our larger items, nor can we personalise the sample. Please contact our Customer Service team to request label samples.

Q	How long are your products guaranteed for?
A	All products are conditionally guaranteed by Stuck on You for a period of 30 days. If your product is found to be faulty during this time we will, at our discretion, replace or repair it. Please remember that these are products for children and would be subject to wear and tear. Please refer to our Returns Policy for more details.

Q	Can I have more than one name on a label?
A	Our production process only allows one name per product. If the labels are to share between family members you can have just the family name printed on your labels, so everyone can share. The only exception to this is our Value Packs; these are for one full name (first and surname) only.

Q	I would like to order a Value Pack with just a surname, is this possible?
A	Our Value Packs have been designed to offer value to customers wishing to buy multiple products in one purchase. We allow one full name, no surnames only on these packs. Many of the packs have been put together with an occasion in mind. The 0-5 Pack is perfect for children heading off to preschool or school and the 5+ Pack is a great pack for older school children.

Q	My child has an allergy. Do you have any specific allergy products?
A	If your child has a nut, wheat, seafood, egg or dairy allergy then our Allergy Labels are perfect. They're available in a range of shapes and sizes to suit all your labelling needs.

Q	Are your Wall Stickers suitable for all surfaces?
A	Stuck on You Wall Stickers can be applied to most surfaces, including painted walls, tiles, doors and windows. They will not adhere to fabric/cloth, brick or uneven surfaces. For freshly painted walls, please allow 4 weeks before applying your wall stickers.

Q	Want to know more about our Bento Boxes?
A	Click here for all your bento box questions!

Q	How to remove inner lid for 3-Piece Bento Box
A	Click here for this handy inner lid removal video!

Q	What security do you have on your website?
A	Our website uses 128-bit encryption. It has SSL security, which can be verified by the padlock at the base of your browser page. Secure Sockets Layer, SSL, is the standard security technology for creating an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remains private and integral.

Q	Which labels are best for me?
A	Please visit our Label FAQ for a comprehensive guide on which labels will suit your needs.

Q	Can I cut the label if I want it to be a different size?
A	Our labels come in a wide variety of shapes and sizes, so you are likely to find a label that suits your needs. We do not advise that you cut the labels as this will compromise their quality.

Q	Do I need to set up an account to order?
A	No. You can place your order as a guest, however by setting up an account you can log in on your next visit and reorder any of your previous orders at the click of a button. You can also earn points towards future purchases, and log on to see if your current order has been dispatched.

Q	I have forgotten my password, how can I find out what it is?
A	No problems. Simply follow the steps to retrieve your password within the 'My Account' area or call our friendly Customer Service team who will help you out.

Q	I am having difficulties making selections and placing my order, what can I do?
A	If you are not able to view or select all the design options and are having difficulties adding items to the shopping cart, you may need to clear your browser history or use a different web browser. Alternatively, you can contact us and our friendly Customer Service team will create an order for you over the phone.

Q	Do you store my information?
A	We may store relevant information used for contacting you in regards to product orders. We also use cookies to personalise and enhance your current and future browsing experiences. We do not normally store anything that is deemed to be ‘Sensitive Information’. Please review our Privacy Policy for more information.

Q	I already have a customer account, do I need to create a new account to receive points?
A	If you have an existing customer account, you are eligible to earn points on all future approved orders and interactions. Just ensure that you are signed in to receive reward points.

Q	How long before Reward Points expire?
A	Stuck on You Rewards Points will remain active in your account for 365 days after the most recent activity on your account. “Activity” refers to any transaction or event when points are earned or redeemed.

Q	Will I receive a warning before my points expire?
A	You may receive email reminders before your points expire. Stuck on You is not responsible for deliverability of emails – therefore we cannot guarantee you will receive these emails. Please ensure you monitor your rewards points by signing into your account to check the expiry date.

Q	I did not use my points before they expired, can I get those points back?
A	By not redeeming points or generating activity on your account before the expiration date, you have forfeited any points attributed to your account. Points lost cannot be re-activated.

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Frequently Asked Questions

FAQ Topics

General Information

Order Information

Delivery Information

Product Information

Technical Information

Stuck on You® Rewards

Fundraiser Information

Information

About Stuck on You

Customer Service

Q	What can I use my Reward Points on?
A	Reward points can be redeemed when placing a new order to receive discounts from the sale price. Once you have at least 70 points, you may redeem these when placing a subsequent order.

Q	What are my Stuck on You® Reward Points worth?
A	Stuck on You® Rewards Points do not have a cash value. Rewards Points can only be redeemed through Stuck on You®. Points can be redeemed when placing a qualifying order and the discount amount will be shown at the checkout. The redeemable value of Rewards Points is subject to our Terms and Conditions.

Q	I do not think that my Reward Points have been applied, can you help me?
A	If you believe that your Rewards Points have not been correctly credited or are having issues, please contact our Customer Service team to discuss.

Q	How do I earn points for referrals?
A	You can earn Stuck on You Rewards Points by referring friends to join our rewards program. Simply sign into your Account, visit the My Referrals and send an email to your friends’ email addresses. You can also share your referral code. Rewards Points are awarded after a new account is created and your friend places their first order.

Q	How do I apply my Rewards Points?
A	Once you've accumulated enough points, use the Spend Your Points slider at the shopping cart to select how many points you’d like to redeem on your order. You can leave the slider at 0 to save your points for later, or maximise your discount by using them all at once.

Q	How can I request a payment for my fundraiser?
A	To request a payment, you need to sign into your fundraising account. Select "request payout" from your account dashboard. If your fundraiser has more than $50 worth of Rewards Points, your points will be converted to a cash value and the payment will be "requested".

Q	When will my payment be processed?
A	Fundraising payments are processed quarterly by our team. The cut-off dates for each quarter is the end of March, June, September and December. Payments are generally in your account in 2-3 weeks after the cut-off date.

Q	How do I receive a payment?
A	When you request your payment, you will need to select either bank deposit or Paypal as the payment method. Please ensure that all the information that you provide is correct as we are unable to reverse a payment after it has been processed.

Q	What can I do if I do not have enough points to request a payment?
A	If you do not have enough points, just keep your fundraiser going. You might want to promote your fundraiser to families again and wait to see what extra earnings you have by the next quarter. There is an option to receive a gift voucher for the value in your fundraising account, to request this please contact us at info@stuckonyou.biz.

Q	How do I become a fundraiser?
A	Visit our Fundraising page and you can find all the details here. Earn 20% commission on all full-priced purchases and 5% commission on promotional purchases. You will also find a Fundraising FAQ section that can answer all your questions.