We're honoured to create your keepsake with care. Here are the answers to our most common questions, and if you can't find yours, we're just an email away at hello@stonememories.com.au.
Product information
What stone do you use, and how big are the pieces?
We use natural travertine and limestone. Pieces come in A6, A5 and A4, in portrait or landscape, and are approximately 30mm thick. Sizes are approximate because every stone is cut by hand.
Why are the edges uneven?
Each stone is hand-cut and the edges are left natural and unsanded. That's what makes every piece one of a kind. The edges can be sharp, so please handle with care.
Will my stone look exactly like the preview?
The live preview is a guide. Stone is natural, so colour, veining, texture and shape vary from piece to piece. We make sure your image and text sit neatly on the stone and aren't cut off. Natural variations like veining and pitting aren't faults.
Can I display it outdoors?
No, it's for indoor display in a dry spot. A display stand is included. Please use it on a flat, stable surface and keep it out of reach of young children and pets.
Ordering and payment
How do I order, and what happens next?
Choose your stone and size, personalise it, check your details, and pay. You'll get an order confirmation by email. We then make your piece by hand and send it with tracking when it's dispatched.
How long will it take?
Each piece is made to order, with up to 4 weeks to make and dispatch. Delivery by Australia Post then usually takes about a week. Need it sooner? Email hello@stonememories.com.au about a rush option, available for a fee, subject to availability.
Can I change my order?
Yes, within 24 hours of ordering. Email us and we'll fix it. After that, production begins and changes aren't possible, so please check your details carefully.
Do you take bulk or corporate orders?
We'd love to. Email us with your quantity, occasion and date, and we'll quote case by case.
What payment method do you accept?
Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay and Shop Pay. All prices are in Australian dollars.
Customisation
What can I put on my stone, and what costs extra?
A photo, a custom line drawing, a decorative motif or your own words, plus an optional name or date. A custom line drawing is an extra $40 (drawn from your supplied photo) and text on the back is an extra $15. The display stand is included.
Can I use my own design, logo or fonts?
Yes. Email us your artwork, logo or fonts, and files need to be high resolution. We can't use copyrighted material you don't have the rights to, or offensive content.
Will I see a proof?
You'll see a live preview as you design. We don't send a separate proof, so please check your photo, spelling and dates carefully before ordering. We make it exactly as you've designed it.
Shipping and delivery
What are the shipping options and costs?
We ship Australia-wide with Australia Post, with tracking. Shipping is $9.95 on orders under $99 and free on orders of $99 and over. We don't offer local pickup.
Will I get tracking, and when will it arrive?
Yes, you'll receive tracking when your order is dispatched. After dispatch, delivery usually takes about a week with standard post.
Do you ship internationally?
Not at the moment. We currently ship within Australia only.
Returns
Do you offer refund or cancellations?
Every piece is made to order, so we can't offer refunds or returns for change of mind. You can cancel within 24 hours of ordering for a full refund. If your item is faulty, damaged or not as described, your rights under Australian Consumer Law apply.
What if my order arrives damaged or wrong?
Email us within 7 days of delivery with photos of the stone and its packaging. We'll arrange a replacement, and if that isn't possible or the problem is a major one, you're entitled to a refund.
General
Where are you based?
We're based in Brisbane, Queensland, and ship Australia-wide.
What occasions are your keepsakes for?
Weddings, new babies, pets, remembrance, anniversaries, and any moment you want to hold onto.
How do I care for my keepsake?
Gently dust with a soft, dry cloth. Keep it dry and indoors, away from direct sunlight, on its stand on a flat surface.
Is your stone ethically sourced?
We buy our stone from established stone and tile suppliers. We can't currently verify quarry-level practices, so we don't make ethical-sourcing claims. We'd rather be honest about that, and we're happy to share what we do know.
