FAQ
Customization & Orders
Q: How do I send my photos for a custom tumbler?
A: It’s simple! After placing your order, visit our Photo Upload Page or click the link in your order confirmation email. We recommend uploading 8-10 high-resolution photos in a ZIP file so our designers in Melbourne can select the best shots for a perfect wrap.
Q: Can I add a name or a special message to my tumbler?
A: While not every design has a suitable layout for text, our specific Custom Design templates are specially crafted with dedicated spaces for your personal touch. For these items, you can add a name or message of up to 20 characters to ensure the best aesthetic and print quality.
Q: Will I see a design preview before it is printed?
A: To ensure the fastest turnaround time, we do not typically send previews for standard photo layouts. However, if our designers find any issues with photo quality or composition, we will contact you immediately to discuss adjustments before proceeding.
Q: What happens if my photos are low resolution?
A: We want your tumbler to look stunning! If the photos provided are too blurry for a high-quality print, we will reach out for replacements. We recommend using original digital photos rather than screenshots for the best clarity.
Shipping & Delivery
Q: How long will it take to receive my order?
A: Each piece is locally handcrafted in Melbourne. Please allow 3-5 business days for production. Shipping times via Australia Post vary, but most metro orders arrive within a week.
Q: Do you offer bulk orders for events or corporate gifts?
A: Yes! We love working on larger projects for family reunions or corporate events. However, as each item is handcrafted, we do not accept urgent/rush orders. Please contact us well in advance to discuss your timeline.
Q: Do you offer local pickup?
A: We primarily focus on online orders with Australia-wide shipping. However, if you live in Point Cook or surrounding areas and would prefer to pick up, please contact us via our Contact Us page. We will do our best to arrange a time, though this is not guaranteed and depends on our production schedule.
Q: Can I find Espola Studio products in local stores?
A: Yes! We have partnered with MelKK in Carlton to showcase a selection of our handcrafted tumblers.
- Where: MelKK - 68 Queensberry Street, Carlton VIC 3053.
- Selection: Please note that store stock is limited and may vary from our online collection.
- Pricing: Store pricing is independent and may be subject to in-store promotions or seasonal events.
Visit the store to feel the texture and see our designs in person!
Returns & Care
Q: Can I return a custom-made tumbler?
A: Since each custom tumbler is uniquely handcrafted with your personal photos, we cannot accept returns for change of mind. If your item arrives damaged, please contact us within 48 hours of delivery with photos of the issue.
Q: How should I clean my tumbler?
A: To protect the high-definition photo wrap and vibrant colors, we highly recommend hand washing only. Avoid the dishwasher or abrasive sponges to ensure your memories stay bright for years to come.
Q: Why does the color of my physical tumbler look slightly different from the website?
A: At Espola Studio, each tumbler is a unique piece of art, handcrafted with love and precision. Please understand that:
- Screen vs. Reality: Colors may vary slightly due to monitor settings, brightness, and the way digital screens display colors differently from physical sublimation inks.
- The Magic of Sublimation: The heat transfer process can result in slight variations in color vibrancy and placement. These are not flaws, but rather the "fingerprint" of a handmade product.
- Refund Policy: Due to the personalized and handcrafted nature of our products, we do not offer refunds or exchanges for minor color variations.
We strive for perfection in every wrap, but please embrace these subtle differences as part of the charm of owning a custom-made item!