Personalised Gifts: Terms and conditions

The Australian Postal Corporation (“Australia Post”) operates the Australia Post Photos website and will procure from third party suppliers the Services ordered on the Website. Before placing your order, please read through these Terms of Use. By using this website and placing an order, you agree to the Terms of Use as set out below.

The Terms of Use include the terms and conditions set out below, the information and requirements relating to your order as set out on the Website, the Australia Post Website Terms and Conditions and the Australia Post Privacy Policy.

You are bound by these Terms of Use and should review them whenever you are using the Website and purchasing the Services.

  1. Ordering the services

    The “Website” means the Australia Post Photos website on which the Photo Services can be purchased.

    The “Services” means the Australia Post Photos specialised printing and packaging services as described on the Website which are available for supply to you on Australia Post’s behalf.

    You may place orders for the Services in the manner required on the Website. Once your order has been submitted it cannot be cancelled or withdrawn, except as outlined in the refund policy below.

    On receiving your order, Australia Post will procure that it will be supplied on its behalf directly to you by one of its authorised suppliers.

  2. Image Guidelines

    You agree that Australia Post may, at our discretion, refuse to print photos that do not meet the image guidelines and will refund your order where images supplied contain;

    1. celebrities, actors, musicians, sports people, cartoons or other famous people whereby the customer may not own the copyright
    2. provocative, sexual, violent or otherwise offensive content
    3. offensive nudity or semi nudity
    4. material that could infringe copyright
  3. Invoicing and payment

    You must pay the required fees for your order at the time your order is placed. Payment is made using the payment method which you select from those identified and which are available on the Website.

    Australia Post will provide you with an invoice in respect of your payment as soon as possible after your payment has been received and your order is processed.

    The prices on the Website for the Services are stated to be are inclusive of goods and services tax (GST) at the applicable rate. GST will be itemised separately on Australia Post’s invoices.

  4. The website – Use, content and access

    Australia Post will take reasonable care in preparing and maintaining the information on this Website, and will use all reasonable endeavours to maintain the Website and ensure it is and remains accurate. However, Australia Post does not warrant the accuracy, reliability, adequacy or completeness of any of the Website content.

    The Website content is subject to change at any time without notice and on occasions may not necessarily be up to date. Australia Post does not guarantee that access to the Website will be uninterrupted or that the Website is free from viruses or anything else which may damage any computer which accesses the Website or any data on such a computer.

    Australia Post will be entitled to use information and materials you send to Australia Post on or via the Website (including any data, questions, comments, suggestions, ideas or other information) for the purposes of fulfilling your order or for our reasonable business purposes insofar as such use is not inconsistent with our obligations under law or clause 7 of these Terms of Use.

  5. User eligibility

    By placing an order for the Services, you warrant that you are authorised to do so on behalf of the business or entity in whose name the order is placed. You will be fully responsible for ensuring that all charges associated with your order are paid in full and on time.

    By using the Website, you represent and warrant that you are at least 18 years of age and that all information you submit is accurate. Australia Post may, at its option, refuse to offer access to or use of the Website and the Services to any person or entity and change its eligibility criteria at any time. Australia Post will provide the person or entity that has been refused access or use of the Website with written notice where reasonably practicable.

  6. Account security

    It is your responsibility to keep your password secure. You will be liable for, and indemnify Australia Post for any loss or damage it may suffer resulting from your failure to maintain password confidentiality. You agree to immediately notify Australia Post of any unauthorised use of your password or any breach of security. It is your responsibility to keep your account information up-to-date and accurate at all times.

  7. Materials supplied and intellectual property
    1. By submitting materials to Australia Post on the Website, you warrant that you hold all required rights (whether though ownership or licence rights) to supply such information and for such materials to be used in connection with supplying your order. You hereby grant Australia Post and its third party suppliers such licence (or sub-licence) rights as reasonably required to supply your order.
    2. Australia Post has the right in its absolute discretion to reject any materials, whether in writing or as images, submitted by you on the Website, whether in connection with your order or otherwise, which may reasonably be considered offensive, defamatory, blasphemous, or which contains any profanity.
  8. Returns policy
    1. Refund Policy

      All products sold by Australia Post must be:

      1. fit for all the purposes for which goods of that kind are commonly supplied
      2. acceptable in appearance and finish
      3. free from defects
      4. safe
      5. durable

      You can return an item to us if:

      1. it's faulty
      2. it's incorrectly described
      3. it's different from a sample shown
      4. it doesn't do what we said it would do
      5. it's not of an acceptable quality

      To ask for an exchange, repair or refund, you'll need to prove that you purchased the product via the Australia Post Photos website. If you can't provide an order confirmation, another form of proof of purchase will be required.

      If the product is assessed to be faulty or unfit for its intended purpose, refunds will be issued using the same method as your original payment

      Please return your item with your name, order confirmation number and the reason for your return. For example:
           John Smith
           Order number: 234
           Damaged–broken frame

      Please submit your refund request using the online enquiry form and request details of where you need to return your item.

      The provisions of this clause do not derogate from any rights you may have under law, including the Australian Consumer Law.

      Change of mind returns are not offered on any items purchased through the Australia Post Photos website as they cannot be resold.

    2. Damaged Products

      Damaged products need to be photographed and submitted for review. We will replace the damaged products at no cost. We ask that your photo clearly display the damage, blemish or defect on the product you received. Upon filling out the Online Inquiry Form, we will provide further details about replacement procedures. Please note Australia Post is not responsible for damage caused to products after they have been received or damages caused by the customer or a third party. Third parties may include, but are not limited to, framers, retail establishments or artist's

    3. Order Cancellations

      Once production of an order has been produced by our third party supplier it is not able to be cancelled.

      If an order has not yet been shipped at the time cancellation is requested, any amount charged for shipping only, may be refunded but the ordered will still be billed.

    4. Product / delivery queries

      If you have a query arising from a product or shipping issues, : please email your enquiry through the online enquiry form.

      For product issues we recommend you contact us as soon as possible and ideally within 72 hours from receipt of your order.

    5. Missing Parcel

      Over 90% of late items arrive within 3 business days of their due date.

      If your item hasn't been delivered as expected and you’re concerned it’s missing or lost, the first thing to do is check delivery times to see when it should be received:

      1. view domestic delivery times

      If you've calculated the estimated due date and it has passed, please visit missing mail items for a few other things you can check.

    6. Delivery

      While every endeavor will be made to ensure that your order will be produced and dispatched within 10 business days from receiving your order, delivery delays may be experienced. If you wish to purchase products through use the Australia Post Photos website for a special event, you should ensure that the order is placed early enough to allow sufficient time for the order to be fulfilled to meet the date of your event.

    7. Image Quality

      Variations in colour, image quality and position may occur in the finished product. You acknowledge that the finished photo image is dependent on the quality of the photo submitted. To the extent permitted by law, Australia Post will not refund or replace an order if the photo(s) submitted are of poor quality and/or insufficient resolution or otherwise not in line with the photo specifications and image guidelines.

    8. Photo specifications
      1. File type: JPG, JPEG, PNG, and BMP.
      2. Minimum file size: for best results a minimum file size of 1MB is recommended
      3. Maximum file size: 10MB
      4. Exposure: Photos that are too dark or too light are unsuitable. In some cases you can lighten or darken images yourself before uploading them if you have photo editing software.
      5. Orientation: Vertical and horizontal orientation is acceptable.
      6. Image DPI:
        35 DPI or less may provide poor quality
        36 – 75 DPI generally provides acceptable quality
        76 – 150 DPI generally provides excellent quality
      7. Recommended image ratio: 3.4. Alternately you can refer to the guide below
        12 x 16” = 3:4
        14 x 14” = 1:1
        16 x 20” = 4:5
        16 x 24” = 2:3
        16 x 32” = 1:2
        16 x 48” = 1:3
        20 x 30” = 2:3
        24 x 36” = 2:3
        30 x 40” = 3:4
        40 x 60” = 2:3
    9. Image guidelines

      Australia Post may, at our discretion, refuse to print photos that do not meet the image guidelines and will refund your order where images supplied contain;

      1. celebrities, actors, musicians, sports people, cartoons or other famous people whereby the customer may not own the copyright
      2. provocative, sexual, violent or otherwise offensive content
      3. offensive nudity or semi nudity
      4. material that could infringe copyright
    10. Details and Restrictions

      Canvas Wrapping: Upon uploading your photo, our system automatically crops your image, so it works with the proportions of the canvas size you’ve selected. We provide an accurate preview showing how your photo will appear on the canvas and which parts will be wrapped around the sides and not visible on the front of the canvas. Please be sure to preview and edit your image to appear correctly or upload a different photo. Please note that changing the canvas size will change the preview. Our system will prompt you to check an approval box before you finalise payment. Once you approve a photo, you are confirming that it appears exactly as you want it, and as a result, we cannot guarantee replacements or refunds if the canvas matches the preview that was approved when you placed your order.

      Colour Reproduction: Image colours may not appear the same on different computer monitors, compared to your camera, phone or tablet. Australia Post reproduces colour from your photograph file as closely as possible but cannot exactly match colour and density because of limitations in the printing process, monitor calibration and image resolution requirements. Please note that Australia Post cannot guarantee colour reproduction or image quality from your photograph files. Any colour quality-related issue must be submitted using our Online Inquiry Form, and will be reviewed on a case-by-case basis. We may refuse a replacement if the canvas is deemed an accurate reproduction of the submitted photo.

      Picture Quality: Australia Post will not provide a refund or replacement if the issue with the canvas exists in the originally uploaded photograph file.

      Red Eye and Time Stamp Removal: If your original photo has red eye and/or a time stamp, Australia Post is not responsible for removing.

      Missing or Incorrect Decorative Frames: If a decorative frame is purchased but is not included with the canvas or is the wrong colour, we will issue a replacement canvas with the correct frame.

  9. Personal Information

    Australia Post will only use personal information in accordance with Australia Post’s Privacy Policy (available at As part of a transaction, Australia Post may obtain personal information, including email address and shipping information from you. Any such personal information will only be used for the purpose of completing your order.

  10. Termination
    1. Termination without Cause

      Unless provided otherwise on the Website (for example, in the case of supply of Services on an ongoing basis), orders cannot be cancelled, terminated or withdrawn once they have been placed.

    2. Termination for Breach

      Without limiting any other remedies, Australia Post may temporarily or indefinitely suspend or prohibit your access to the Website, any orders, any privileges, terminate a user's account and take technical and/or legal steps to prevent your use of the Website and/or refuse to provide the Services if any of the following apply:

        1. Australia Post reasonably suspects you have committed a material breach of these Terms of Use, including failure to pay any invoiced charges in full and on time;
        2. Australia Post is unable to verify or authenticate any of your details of required personal information;
        3. Australia Post reasonably considers that you have engaged in improper or fraudulent activity; or
        4. Australia Post reasonably considers that your actions will cause material harm or otherwise adversely impact its commercial reputation.

      Australia Post will provide you with written notice where reasonably practicable following Australia Post taking any of the above actions.

  11. Limitations of liability

    To the maximum extent permitted by law, including the Australian Consumer Law, Australia Post excludes all liability for loss or damage of any kind (including special, indirect or consequential loss and including loss of business profits) however caused (including negligence) arising out of or in connection with the Services, the Website, its content or the use or performance of the Website, except to the extent that the loss or damage was caused by or arose out of any fraud or wilful misconduct by or on behalf of Australia Post.

  12. Legal compliance

    Both parties will comply with all applicable domestic and international laws, statutes, ordinances and regulations regarding the Website and your use of the Website and the Services and the supply of the Services.

  13. Severance

    Part or all of any provision of these Terms of Use that is illegal or unenforceable may be severed from the remaining terms and conditions, and the remaining provisions of the Terms of Use continue in force.

  14. Modifications and amendments

    Australia Post reserves the right to modify or terminate the Website and any Service for any reason at any time subject to giving you (and all uses) reasonable notice. Australia Post reserves the right to alter these Terms of Use or other Website terms and conditions at any time. If Australia Post makes a material change Australia Post will notify you, and the notice may be, by email, by means of a notice on the Website, or other places Australia Post deems suitable and appropriate. What constitutes a "material change" will be determined at Australia Post’s discretion.

  15. Jurisdiction

    These Terms of Use are governed by and construed in accordance with the laws of the State of Victoria, Australia. In the event that a dispute arises from these Terms of Use, you agree to submit to the non-exclusive jurisdiction of the courts of Victoria, Australia.