Frequently Asked Questions


Frequently Asked Questions?

I can't remember my password, how can I reset it?

To reset your password, please click on Reset My Password

Do I need to create an account?

If you are a Local Government Council you will need to create an account to order products for citizenship ceremonies. If you are a school, community organisation or a member of the general public and would like to order citizenship products, you do not need to create an account.

How can I change my profile details?

To update your profile details such as your name, email, address, see change my profile details.

How can I check the status of my order?

If you are a Local Government Council, log into your account and see: Check My Order Status. For non-account holders, please submit a query using the contact us page.

My order hasn't arrived, what can I do?

You can track your order using the tracking number you received via email. If you are a Local Government Councils you can log into your account to check the status of your order. If you have further issues please contact us.

Why can’t I add some products to my cart?

Some products are restricted and can only be ordered by ceremony organisers. If you are a representative of a Local Government Council or an Australian Government ceremony organiser, please log into your account to order.

Do you deliver to PO Box addresses?

Yes, we can deliver to PO Box addresses.

Can I cancel my order?

If you wish to cancel an order, please contact us within 24 hours of placing your order.

How do I return items?

To return items please contact us using the contact us form

What if the product I want to order is out of stock?

Please contact us for when new stock will be received.

What if the product/s I received are faulty or damaged?

Please contact us using the contact us form

What do I do if my order is incorrect?

Please send an email within 24 hours of placing your order to