FAQs

Welcome to our FAQ page — here you’ll find answers to our most commonly asked questions about our products, shipping, and personalisation.

Still can’t find what you’re looking for? Reach out to us anytime at hello@diagonalhorizon.com.au — we’d love to help. 💌

💧 1. Product & Materials

What makes Diagonal Horizon products eco-friendly?

All our products are designed in Australia using sustainable materials — from borosilicate glass bottles to FSC-certified journals. We’re on a mission to reduce single-use waste while inspiring creativity and mindfulness.

Are the glass bottles safe to use daily?

Yes! Our Frosted Glass Bottles are made from durable borosilicate glass — resistant to temperature changes and completely BPA-free. They keep your water fresh and pure for days.

Are your products dishwasher safe?

Yes, our bottles are dishwasher-safe (except for personalised versions — hand wash those gently to protect the print).

Tumblers are hand wash with soapy warm water.

Are the journals refillable?

Our Creative Diverse Journals feature inserts you can easily swap or refill, so you can keep journaling without waste.

What are your coffee tumblers made of?

Our tumblers are made from premium stainless steel, designed to keep your coffee hot (or cold) for hours — with a leak-proof lid for everyday adventures.

✍️ 2. Personalisation

Can I personalise my product?

Absolutely! We offer free personalisation on most products — you can add a name, short quote, or initials. Just type your desired text before checkout.

What’s the processing time for personalised orders?

Personalised items take an additional 1–2 business days to process before shipping. We’ll make sure it’s worth the wait 💜

Are your products dishwasher safe?

Yes, our bottles are dishwasher-safe (except for personalised versions — hand wash those gently to protect the print).

Tumblers are hand wash with soapy warm water.

Can I preview my personalised item before it’s made?

Yes! When placing your order, you can preview your personalisation directly on the product page. You’ll be able to type your text, choose your font style and colour, and see how it will appear before adding to cart. Once your order is placed, our design team carefully aligns and styles every detail to ensure a beautiful finish.

🚚 3. Shipping & Delivery

Where do you ship from?

All orders are packed with love in Melbourne, Australia.

How long will my order take to arrive?

We dispatch within 2–3 business days. Delivery times depend on your location, but most Australian orders arrive within 3–7 business days.

Do you offer international shipping?

Yes, we ship worldwide! Shipping rates and delivery times will vary depending on your location.

How do I track my order?

Once your order is shipped, you’ll receive an email with a tracking link.

💝 4. Returns & Exchanges

What is your return policy?

We accept returns within 14 days of delivery for non-personalised products in original condition.

Due to the custom nature of personalised items, we unfortunately can’t accept returns unless the product arrives damaged or incorrect.

What if my product arrives damaged?

Please email us at hello@diagonalhorizon.com.au with photos, and we’ll arrange a replacement or refund right away.

Change of Mind Policy

We do NOT accept any change of mind orders. 

Any personalised or customised items cannot be refunded for change of mind. Please ensure you are happy with all colour selections prior to making your order.

Do you offer Refund?

Unfortunately we don't offer refunds here on any Diagonal Horizon Products. We will offer store credit if the product reached you damaged.  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

🎁 5. Gifts, Bundles & Promotions

Do you offer gift wrapping?

Yes! All our products come beautifully packaged — perfect for gifting. You can also add a personal note at checkout.

Can Sales Item can be returned?

No

Do you offer gift cards?

Yes We do offer Gift Cards. Email us at hello@diagonalhorizon.com.au if you need help finding them.

🏢 Corporate & Bulk Orders

Do you offer discounts for bulk or corporate orders?

Yes! We offer special pricing for bulk and corporate orders. Whether it’s for staff gifts, event giveaways, or client hampers — we’ll work with you to create a package that suits your needs and budget.

Can we add our company logo or branding to the products?

Absolutely! We provide logo personalisation on our journals, tumblers, and bottles. Our design team will guide you through colour and layout options to make sure your branding looks premium and professional.

How do I place a corporate order or request a quote?

Simply email us at hello@diagonalhorizon.com.au or fill out the contact form on our website. Please include the product type, quantity, and any branding requirements — and we’ll get back to you with a custom quote and timeline.

🌿 6. Community & Brand Mission

What does “Diagonal Horizon” mean?

It’s our way of saying “A new view for creativity.”

We believe mindfulness and creativity go hand in hand — helping you slow down, express yourself, and live with purpose.

How does Diagonal Horizon give back?

A portion of our sales goes toward environmental and cancer foundations — causes that inspire us to create with intention and heart.

How can I stay updated on new launches and offers?

Join our mindful community 💌 Sign up here to get early access to new collections, limited editions, and exclusive offers.