Contact Cotton Cuddles

Have a question about a personalised baby gift, an existing order or delivery? Send us a message and our friendly team will be happy to assist.

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Send us a message

Complete the form below and include your order number when contacting us about an existing order.

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Quick assistance

We aim to respond as quickly as possible during normal business days.

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Made with care

Our personalised gifts are carefully prepared and dispatched from our warehouse in Victoria.

Contacting us about an order?

Providing the information listed here will help us locate your order and respond more efficiently.

Your full name
Your Cotton Cuddles order number
The email address used at checkout
The personalised name entered on the order
Clear photos, where relevant to your enquiry

Helpful information

Frequently asked questions

Select a question below to view the answer.

Will I receive the same product shown in the picture?

You will receive the product and colour selected when placing your order. Colours may appear slightly different depending on studio lighting and your screen settings.

Personalised embroidery may also vary slightly from a digital example due to thread thickness, fabric texture, stitch density and the length of the name.

Where can I view my sales receipt or tax invoice?

Your order confirmation and payment details are sent to the email address entered at checkout. Please check your junk or spam folder if you cannot find the email.

How can I return an item?

Because personalised products are made specifically for the recipient, they generally cannot be returned or exchanged due to a change of mind.

Please contact us promptly if an item arrives faulty, damaged or different from what you ordered.

Will you restock items indicated as out of stock?

Many popular products and colours are restocked, although restock dates can vary. Please contact us with the name of the product and colour you are interested in.

How quickly will my order be shipped?

We prepare personalised orders as quickly as possible. Your estimated processing and delivery information will be shown during checkout.

Express shipping speeds up delivery after dispatch but does not remove the time required to personalise and prepare your order.

Do you offer free delivery?

Available shipping methods, prices and any applicable free-delivery offer will be displayed at checkout after entering your delivery address.

Will any pricing or invoice be sent with the gift I’m ordering?

Product pricing is not displayed on the personalised gifts themselves. Order and payment information is sent electronically to the purchaser’s email address.

How do you personalise the item?

The personalisation method depends on the product. Our baby blankets and hooded towels are personalised with embroidery.

Selected gift-set items may use other professional personalisation methods, while our plaques and announcement discs use layered acrylic lettering.

What’s the best font option?

Script fonts generally look best when the name is entered with the first letter capitalised and the remaining letters in lowercase.

For example, we recommend entering William rather than WILLIAM.

Longer names may need to be reduced in size to fit safely within the available personalisation area.

Can additional characters be added beyond the listed limit?

Character limits are based on the available personalisation area and the quality of the finished result. We are generally unable to exceed the limit shown on the product page.

Spaces and punctuation may also count towards the character limit.

Do you send a confirmation email when the order is finished?

Yes. A dispatch confirmation email will be sent to the email address entered at checkout when your order is on its way. Tracking details will be included where applicable.

There’s a problem with my order. What should I do?

Please use the contact form above and include your order number, a description of the issue and clear photographs where relevant.

Please retain the item and its packaging while your enquiry is being reviewed.

Can I make a change to my order?

Please contact us immediately after placing your order. Personalised orders may enter production quickly, so changes cannot be guaranteed once preparation has begun.

Please carefully check the spelling, capitalisation, colour, font and delivery address before completing checkout.