FAQ

Here you'll find answers to our most frequently asked questions. If your question isn't covered, please email or call our dedicated team. We're here for you every step of the way.

The Ordering Process

How do I place an order?

We understand this is a difficult time, and we strive to make placing an order as simple and comforting as possible. Begin by selecting the type of printed material you need on our website. Follow the easy prompts to customise your design, upload cherished photos or content, and review your order carefully. When you feel ready, you can proceed to checkout. If at any point you need assistance, our compassionate customer service team is here to support you every step of the way.

How can I check the status of my order?

You can check the status of your order by logging into your account on our website and visiting the 'Order History' section. Additionally, we will send you email updates at each stage of production, from order confirmation to shipment. If you have any concerns, please feel free to contact our customer service team for the latest updates.

How can I cancel my order?

If you need to cancel your order, please contact our customer service team as soon as possible. If the order has not yet entered the design stage, we will cancel it and issue a full refund. If design/production has already begun, please contact us to discuss available options.

How can I make changes or add to my order?

If you need to make changes or add items to your order, please reach out to our customer service team as soon as possible. We understand that circumstances can change, and we will do everything we can to accommodate your request if your order has not yet entered production. Our goal is to ensure your order meets all your needs and expectations, providing you with the comfort and support you deserve during this time.

What should I do if I'm not satisfied with my order?

Your satisfaction is of utmost importance to us. If for any reason you're not completely satisfied with your order, please reach out to us within 7 days of receiving your items. We're committed to working closely with you to address any concerns. Our dedicated team is here to ensure that your experience with us is positive and that we meet your needs with care and understanding.

Is it possible to have the invoice sent directly to my chosen funeral home?

Certainly, we can arrange to invoice your selected funeral home. Please provide us with the necessary billing details for the funeral home, and we'll take care of the rest.

Can my funeral home help me place an order on my behalf?

Absolutely, we understand that this can be a challenging time. If you prefer, you can work directly with your funeral home to place an order on your behalf. Simply provide them with the details of what you need, and they can coordinate with us to ensure your wishes are met with care and compassion.

How do I submit photos and other content for the printed materials?

You can easily upload your photos and content through our online portal during the ordering process. If you need assistance, our team is here to help you every step of the way. We also accept emails with attachments if that is more convenient for you.

Can you assist with the wording for memorial materials?

Our experienced team is here to offer guidance and support in crafting the perfect wording for all your memorial materials. We understand the difficulty in finding the right words during such a sensitive time. Explore our Tributes, Text & Verses page for inspiration and let us help you honor your loved one with words that truly reflect their memory.

Are there any pricing benefits available for large volume orders?

Discover the benefits of our tailored pricing options with our quantity-based discounts featured on each product page. For each piece of memorial stationery you order, you can trust that you're receiving exceptional value for your purchase.

Do you offer customisation options for paper type, finish, or other printing features?

Certainly! We provide extensive customisation options to ensure your order reflects your unique style. Select from a range of paper types, finishes, and additional printing features to create a product that suits your needs perfectly.

Is there a minimum order quantity?

Order as much or as little as you need, and enjoy lower prices with larger quantities.

How does communication affect order processing times?

Any delays in providing us with information or communicating about your order may result in extended timeframes. We aim to have your order sent to you as quickly as possible. Due to the nature of our business, turnaround times are heavily dependent on your communication with us to ensure we can proceed with your order in a timely manner.

Collection & Delivery

Can you provide an update on the status of my order?

We will send you email updates at each stage of the process, from order confirmation to shipment. You can also click on the link in your email to view the status of your order and further details.

If you have any concerns about the whereabouts of your order, please don't hesitate to contact our customer service team for assistance.

How long does it take to receive my order?

We understand that timing is critical, and we are committed to making this process clear and reliable. The total time to receive your order is a combination of printing time + delivery time, which begins after you have given final approval on your design proof.

Step 1: Printing Time

  • Standard Printing: 3 working days.
  • Rush Printing: A 24-hour express service is available. Please contact us to discuss this option.

Step 2: Delivery & Collection (after printing is complete)
Below are the estimated delivery times from the day of dispatch.

For Western Australia:

  • Parcel Post: 2-4 business days
  • Express Post: 1-2 business days
  • Same-Day Courier (Perth Metro): Available for orders approved before 11am, Mon-Thurs. An additional fee applies for this premium service.

For Eastern States (VIC, NSW, QLD, etc.):

  • Parcel Post: 3-6 business days
  • Express Post: 1-3 business days

Local Collection from our Studio:

  • Free Collection: You are warmly welcome to collect your order from our Osborne Park studio. We will notify you the moment it is ready.

What should I do if my order hasn't arrived within the expected timeframe?

Rest assured, at Eternal Prints, we understand that unexpected delays can happen due to factors beyond our control, such as severe weather, natural disasters, strikes, and pandemics like COVID-19. Please know that we're here to support you through any challenges that may arise during the delivery process. Additionally, while we take great care in packaging your order, we cannot be held responsible for any damages or loss incurred during shipping. If you encounter any issues upon receiving your order, please don't hesitate to reach out to us at eternalprints@gmail.com, and we'll do everything we can to assist you promptly.

Will the stationery be printed in time for the funeral?

We recognise the significance of timely delivery, particularly for funeral stationery. Rest assured, we are committed to completing printing and shipping within the timeframe specified during your order placement. However, if you have any concerns about the delivery timeline, please don't hesitate to reach out to us. We'll go above and beyond to ensure your order is expedited and arrives when you need it most.

Is it possible to have my order delivered directly to the funeral home?

We can deliver your order directly to the funeral home. Just specify the delivery address at checkout, including any special instructions. We'll handle the rest, ensuring your order arrives safely and on time.

My order has arrived damaged, what do I do?

Please reach out to our customer service team promptly, providing details and photos of any damage incurred. Although we do not cover damages caused during shipping, we take great care to securely package all orders for safe transit. Rest assured, we will swiftly assist you with available options.

How do I change the delivery address?

If you need to change the delivery address for your order, please contact our customer service team as soon as possible. We will do our best to update the address before the order is shipped. However, please note that once the order has been dispatched, we may not be able to make changes to the delivery address.

Can I collect my order?

Absolutely. You are most welcome to collect your order directly from our studio.

We will notify you by email or SMS the moment your stationery is ready. Our address and collection hours are:

Address:
9 Main Street, Osborne Park WA 6017

Do you offer international shipping or do you only ship within specific regions/countries?

Yes, we offer international shipping to accommodate customers worldwide. Please note that shipping options and delivery times may vary depending on the destination country. Feel free to reach out to our customer support team for more information on international shipping rates and delivery estimates.

Design

Is it possible to have a custom design created specifically to represent my loved one?

Certainly. Our custom design service is tailored to create designs that resonate with the distinctiveness of your loved one. We collaborate closely with you to understand their personality, preferences, and story, translating these elements into a heartfelt and authentic design.

Can I personalise existing designs to better suit my preferences?

Absolutely. We understand that every detail matters. Our team is happy to customise existing designs to align with your specific preferences, whether it involves adjusting colors, fonts, or layout elements. Your satisfaction is our priority. Please note additional design fees may apply for customisation.

What is the typical turnaround time for custom designs?

Our aim is to deliver these designs to you in a timely manner, ensuring each detail reflects your unique vision. While the timeframe for design turnaround may vary depending on the complexity of your request and our current workload, rest assured, we work diligently to provide you with initial design concepts within 2 working days. We handle revisions and finalisation promptly, always mindful of the date of your service and work with you to ensure we meet this time frame.

Will I receive a proof before printing commences?

We understand the urgency and importance of reviewing your proof before printing. Typically, for non-custom orders you can expect to receive your proof within 24 - 48 hours of placing your order. This ensures you have ample time to review and approve the design before we proceed with printing, allowing for any necessary revisions or adjustments to be made promptly. Your satisfaction and peace of mind are our top priorities throughout the process.

Is it possible to schedule an in-person appointment to discuss orders or custom designs?

Though our online platform offers convenience, we value the significance of personal connections during such delicate moments. If you prefer an in-person consultation, please contact us to schedule an appointment. Your comfort and meaningful experience are our top priorities.

What size file do you recommend for photos/images?

For the best print quality, we recommend using high-resolution images with a minimum of 300 DPI (dots per inch). JPEG file formats are preferred for images and PDF files for your own artwork. If you have any questions about file sizes or formats, our design team is here to assist you.

Printing

How long does printing take?

Once you are completely happy with the design and give your final approval, we move to the printing stage. Our standard printing, which focuses on delivering a beautiful, high-quality result, is completed within 3 working days. We understand that sometimes time is critical, so we also offer a 24-hour rush service for urgent situations.

What is metallic foil?

Metallic foil adds a luxurious and eye-catching finish to your printed materials. It's a thin layer of metallic coating applied to specific areas of the design, creating a shimmering effect. This option is perfect for adding elegance and sophistication to your memorial items.

What’s the difference between cardstock, board, and acrylic?

Cardstock: Ranging from 250-300gsm, cardstock is commonly chosen for printing funeral programs, memorial cards, and other smaller items.

Board: Providing extra strength and durability, board is a thicker material compared to cardstock. It's often selected for welcome signs or smaller signage, ensuring a lasting tribute.

Acrylic: Known for its glass-like clarity and durability, acrylic offers a modern touch to memorials. It's commonly used for memorial plaques or keepsake displays, providing a way to honor your loved ones.

Print Your Own

Can you print my own design?

Absolutely, we're here to bring your personal designs to life. You can provide your own artwork, and we'll ensure it's printed to your specifications, preserving the uniqueness of your tribute.

What is the best way to prepare my artwork for printing?

To ensure your artwork looks its best, we recommend preparing it in high-resolution format, with any images at 300 DPI (dots per inch) and the final print file as a PDF. Our design team will carefully review your artwork and provide tailored instructions for special additions such as shape cutting or metallic foiling.

Do you offer assistance with editing or refining the design I submit?

Absolutely! Our talented design team is dedicated to helping you refine your design until it perfectly aligns with your vision. Whether it's tweaking colors, fonts, or layout elements, we'll collaborate closely with you to ensure your satisfaction. It's important to note that there may be fees associated with editing artwork, but rest assured, we'll discuss any charges upfront to ensure transparency throughout the process.

Our Products

What types of funeral printing services do you offer?

We offer a wide range of printing services to honour your loved one, including funeral programs, welcome signs, memorial bookmarks, thank you cards, and more. Each item can be customised to reflect your loved one’s personality and the essence of their life.

Can I order printed invitations instead of or as well as digital invitations?

Absolutely! You have the option to order both printed and digital invitations, allowing you to cater to different preferences and needs among your guests. Get in touch with our team if you'd like to organise printed invitations.

What details should be included in a funeral program?

A funeral program typically includes the order of service, obituary, photographs, hymns or poems, and any other tributes or personal messages. Visit our Tribute Texts & Verses page for inspiration.

How does a guest book differ from a share a memory set?

While a guest book typically allows guests to leave their names and condolences, a share a memory set includes additional space for guests to share personal memories and anecdotes about your loved one.

What are memorial cards?

Memorial cards are small cards typically handed out at funerals or memorial services. They often feature a photo of the deceased along with their name, birth and death dates, and a meaningful verse or quote.

What exactly is an acrylic photo print?

An acrylic photo print is a high-quality print of a photograph directly onto 3mm acrylic, creating a sleek and modern look. The transparency of the acrylic makes it the perfect display keepsake.

Is it possible to leave my thank you cards blank for handwritten notes?

Yes, you can opt for blank thank you cards, allowing you to add your personal touch with handwritten messages of gratitude. Simply leave the text box blank when placing your order.

How can I determine the number of pages needed for my booklet when placing an order?

You can discuss your requirements with our team, and we'll guide you in determining the appropriate number of pages based on your content and design preferences.

What types of stands do you provide?

You're welcome to add on kickstands for some of our cardstock and foam board products that are directly attached to your signage. They're designed to be easily flattened, ensuring quick and convenient setup.

For your acrylic photos, we provide an elegant, slimline base for effortless display.

Will I need to arrange for an easel for my welcome sign?

We offer kickstands to beautifully display your signage. However, if you prefer to use an easel on the day, we recommend contacting your funeral company or venue to inquire about their available options.