Help & information
Finley's FAQs
Are your boxes pre-made?
No. Each comfort box is made to order. While some keepsake items are handmade and personalised specifically for your order, many of the additional items are sourced fresh as needed rather than held in large amounts of stock. This allows us to thoughtfully curate every box while ensuring each order receives the care and attention it deserves. In time, as the business grows, we hope to be able to reduce the time between ordering and fulfillment by holding small amounts of stock of some externally sourced items.
Why does my order take 7–10 days to be fulfilled?
As a small business, each box is individually curated and assembled after your order is placed. This includes:
- Creating handmade keepsakes;
- Sourcing additional items for your selected box - we only keep small amounts of stock n hand for the time being;
- Carefully packing your order with care and attention;
- Quality checking all contents before shipping.
Because of this process, please allow approximately 7–10 business days for your order to be prepared before shipping or pick-up.
Can I cancel my order?
As a small business, we completely understand that sometimes things change and we need to be flexible. As such, orders may be cancelled within 24 hours of purchase provided work has not yet commenced on any personalised items, no questions asked, for a full refund of the purchase price.
Any order cancellations must be sent to hello@finleysfriends.com.au and must include your order number and confirmation of purchase. Once we have received this, we will process your refund within 3 - 5 business day.
Any cancellation requests received outside the 24hr window will be processed on a case-by-case basis, bearing in mind that once order fulfillment is completed the and order has been dispatched, we are unable to cancel the order.
We reserve the right to charge a order cancellation fee for $30 which will be deducted from your total refund amount for any cancellation requests received and approved outside the 24hr purchase window.
Any cancellation requests received outside the 24hr window will be processed on a case-by-case basis, bearing in mind that once order fulfillment is completed the and order has been dispatched, we are unable to cancel the order.
We reserve the right to charge a order cancellation fee for $30 which will be deducted from your total refund amount for any cancellation requests received and approved outside the 24hr purchase window.
Can I request a rush order?
We process orders in the order in which we receive them, however if you require your order urgently, please contact us prior to purchasing and we will do our best to accommodate your request where possible. Rush fulfilment may not always be available depending on supplier turnaround times and current order volume.
Can I personalise my keepsake items?
Yes, in fact it's encouraged! Many of our keepsake items can be personalised with names, dates, meaningful wording or other custom details depending on the product. Make sure you enter any personalisations you would like during the checkout process. We currently offer personalisations on the following items:
What happens if I make a mistake in my personalisation details?
Please contact us as soon as possible if you notice an error in your order details. If production has not yet begun, we will do our best to update your information.
Unfortunately, once personalised items have been created, we may not be able to make changes or offer refunds for spelling or detail errors supplied at checkout.
Can I include a gift message?
Of course! You can include a gift message at checkout and we will include it with your order.
Can I send a comfort box directly to someone else?
Absolutely. Many customers choose to send our boxes directly to loved ones. Just make sure their shipping details are entered correctly at checkout and let us know if you would like us to include a complimentary gift message to let them know who the box is from.
Where are you located?
We run our small business from our home office located in the south-eastern suburbs of Melbourne. We have two earthside children under 5 and a dog so life is busy in the house!
Do you ship Australia-wide?
Yes, we currently ship Australia-wide via Australia Post - Parcel Post service.
Unfortunately, we are unable to offer international delivery at the moment.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking details.
Please note Australia Post requires valid recipient contact information (phone & email) in order to send via Parcel Post. As such, it is your responsibility to ensure that your shipping and contact details are correct.
If your box is undeliverable because you have failed to provide valid contact information, you will be liable for any costs incurred which include (but is not limited to) return to sender costs and/or re-postage costs.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected at checkout (Parcel or Express Post). Please refer to Australia Post delivery speed estimates for further clarification.
While we do our best to ensure timely dispatch, delays caused by postal services, peak periods, weather events, or other circumstances outside our control may occasionally occur.
Do you offer local pick up/collection?
Yes, we most certainly do!
If you would like to save on postage costs and pick up your order from our home office in Noble Park, VIC, just select ‘pick-up’ during the checkout process and follow the prompts to arrange a suitable time for collection. Detailed collection information will be provided in your order confirmation email notfification.
My package hasn't been delivered yet, where might it be?
It might be possible that the estimated delivery time has changed, it may have been delivered to the wrong address by mistake, or that you accidentally entered the wrong address during the checkout process.
Please check your email again to see if you received a message from the Australia Post with tracking information and/or if there have been any delays to your delivery.
In the unlikely event that your parcel has not arrived within 5 business days of your expected delivery date, you can follow the instructions here provided by Australia Post for lost parcels and lodge an enquiry.
All our parcels are covered by Australia Post Extra Cover which provides compensation for loss or damages to your parcel if it is deemed by Australia Post after following the above instructions and providing them with all the required information for their investigation, that it is lost.
Do you accept returns?
Due to the personalised nature of our products, we are unable to accept returns for change of mind. However, if your order arrives damaged or incorrect, please contact us within 7 days of delivery so we can help resolve the issue. We will accept returns for damaged or incorrect items within 30 days of purchase for either a refund or exchange, however you must contact us first before returning your order so that we can provide you with appropriate return instructions.
Do i have to pay for the return costs?
Yes, you will be required to cover return postage costs upon lodgment with Australia Post however we will deduct this cost from any refunds required to compensate you.
In the event of a return for an exchange, we will refund you the postage costs. Possible return costs will be deducted from the refund.
Can I exchange an item?
Due to the personalised nature of our products, we are unable to offer exchanges unless the item(s) is damaged.
Have you received my returned order?
Once we have received your return and you have opted for a refund, we will arrange a refund within 14 days after receipt of your return. The return costs will be deducted from the total refund. If you haven’t received any information after 14 days after receipt in our office please contact our customer care team.
If you have opted for an exchange, we will send your replacement item within 7-10 business days and provide you with tracking information. We will also process your refund for return postage costs within 14 days after receipt of your return. If you haven’t received any information after 14 days after receipt in our office please contact our customer care team.
When will I receive my refund?
You will receive your refund within 14 days after we have received your return. We will refund your money using the same payment method you originally purchased your order with.
What if an item becomes unavailable?
Because some items are sourced as needed, there may occasionally be supplier shortages or discontinued products. If this occurs, we reserve the right to substitute an item with a similar product of equal or greater value while maintaining the overall quality and intention of the box.
In the unlikely event that we are unable to source/substitute an unavailable item(s), we will advise you prior to shipping and provide a refund equal to the value of the unavailable item in the box.
Which payment methods are available?
We us Stripe to process eligible payments via credit or debit card including Visa and MasterCard. We also offer payments via PayPal and AfterPay.
My payment has failed. What to do?
If your payment failed after you went through the payment procedure, you’ll get a notification. There are a few things you can try: deleting your cookies and cache data, using a different browser, or trying to use a different payment method. Still no luck? Please contact our customer care team via email.
Do you donate to charity?
Yes. We proudly donate $5 from every comfort box sold Pink Elephants Support Network, an Australian organisation doing incredible work supporting families through pregnancy and infant loss as well as advocating for better support in workplaces, healthcare and from governing bodies.
Can I sponsor a box?
While this is not currently available, we do hope to be able to bring this feature to our customers in the future.
We would love to be able to provide comfort boxes to vulnerable women and families experiencing pregnancy/infant loss who may be homeless or living in temporary crisis accommodation such as women’s shelters.
Do you work with organisations or hospitals?
We are very open to discussing collaborations with hospitals, support organisations, and community groups to bring more comfort boxes to those who need them - someone experiences miscarriage or stillbirth every 5 minutes in Australia so there is no shortage of people who may benefit from our work. Please contact us directly for partnership enquiries.
Who creates the boxes?
All boxes are curated and assembled by me (Meagan) with great care, compassion, and attention to detail. Depending on order volume and peak periods, there may be times where I will rope family members in to help pack orders but by and large it’s me doing all thefront and back office things!
I designed these boxes in consultation with fellow pregnancy/infant loss families to include things that we either found helpful on our journey with the grief or things we wish we had in the aftermath of our losses to help comfort us.
How can I contact you?
You can contact us via:
- Email - hello@finleysfriends.com.au
- Instagram: @finleysfriendsau
We aim to get back to enquiries within 3-5 business days.
What if i need additional support?
If you or someone you love requires additional support, we encourage reaching out to trusted support services, healthcare professionals, or organisations. We have a list of additional support services and resources you may find helpful here.