FAQ & Help

Ordering from us is straightforward—you’ve got two simple options to choose from.
First, you can order directly via our website: just click on the “Product” or “Get Started” tab. From there, select your preferred customization specs, pick a turnaround time that suits your needs, and upload your design files. If email is easier for you, send your design work and specific requirements to info@gsjj.com.au. We’ll then prepare a proof and a quote, and you’ll get a response from us by the end of the day.

We don’t enforce a minimum order quantity—order as much or as little as you need! That said, a small number of products might have minor restrictions. If the total value of your order falls below the threshold for our online quoting tool, simply shoot us an email. We’ll then help you sort out all the details.

If your order turns up damaged or not what you ordered, the first thing to do is send us your order number—be sure to include photos of the packaging and the problematic items, plus a full count of how many are damaged or faulty. We’ll look over this info straight away, and your sales coordinator will get in touch with you by the end of the day to walk you through the next steps we can take to sort this issue out.

Soft enamel is the more cost-effective option. For products like pins or coins, it has a textured finish—you’ll see that the metal outlines are raised, while the paint sits in the indented sections. This quality makes soft enamel ideal for detailed designs or those with an artistic flair.

Hard enamel, though, comes with a slightly higher cost. The surface of hard enamel pins or coins is smooth, with the metal lines and paint sitting level (no raised or indented parts). It’s best suited for simpler designs, such as company logos.

Of course—we can put together a proof for you, and it won’t cost you a thing! We provide digital proofs free of charge, and you can ask for as many tweaks or adjustments to the proof as you need. All you have to do is get back to your sales coordinator with your specific requests, and we’ll refine it for you.

Every design on our site is copyrighted by the user who created it, and those users keep full ownership rights to their work. We never share or pass on these designs to any other platforms or third parties without clear, explicit permission.

Most of our orders come with free shipping—though some remote areas might have a shipping fee. If you need details about a specific location, just reach out to us, and we’ll put together a personalised shipping quote that fits your area.
When it comes to delivery, we can ship to any destination covered by FedEx—simply let us know where you want your order sent!

We don’t have fixed standard pricing for custom-made products—every order is one-of-a-kind, so our pricing is tailored to each individual request. Mold fees also change based on the specific details of your custom design.
To get an idea of pricing for your project, you can use the automatic quotation tool on our website: just go to the relevant product category and click the orange “Free Quote / Quick Order” button. For a fully accurate price, you can either use the quotation feature on our site to send an inquiry or email us with all your project details—we’ll sort out the quote for you.
As an added bonus, we also offer free design help and free shipping to Australia, Canada, the USA and the EU.

Absolutely—here’s how our guarantee works: Before we start making your order, you can cancel anytime and be eligible for our money-back guarantee*! But once production gets underway or your order has been shipped, we can’t process cancellations, and no refunds will be given in those situations.

That said, if you get a faulty product, we’ll fix the issue for you: either we’ll remake your order entirely free of charge, or we’ll give you an order discount. The exact solution depends on how serious the fault is and how many items are impacted—we handle each case on an individual basis.

Just a quick note: Faulty products are really rare at www.GSJJ.com.au, but we stand behind every item we produce. We guarantee our products meet the highest standards for quality and craftsmanship! If you need the full details on the terms, feel free to check out our Privacy Policy and Terms and Conditions.

*Money-back guarantee details: If you paid by cheque or money order, there’s no cancellation fee. For credit card payments, if we’ve already charged your card and you cancel, a 5% cancellation fee will apply.

After we’ve received your order and you’ve approved the artwork, our delivery times usually range from 1 to 4 weeks. If you want the standard delivery time for your specific item, you can look up the relevant section on our website. That said, delivery times might differ in some cases—this depends on things like how many items you’re ordering, the production methods we use, or how unique your design requirements are.

For most of our custom-made products, if accessories are part of the standard inclusions, they’re usually provided at no extra charge.

If you want to check the full range of packaging options for our products—like lapel pins, patches, coins, medals, keychains, and lanyards—simply head to the relevant product category on our website.

We offer different packaging depending on the kind of product you’re ordering. For metal items—like pins, for example—we have 4 different packaging options available: polybags, plastic boxes, velvet bags, and velvet boxes.

For products made from other materials, we usually include a polybag free of charge. Any packaging beyond this standard polybag will cost extra. If you’d like to view the full details on packaging (and associated accessories) for a specific product, simply head to the product’s options section on our website.

We offer custom logo engraving as an additional service, available for products made from metal or PVC materials.

We do offer expedited options—if you want to shorten your order’s production time and get your products sooner, just pay the expedited fee, and we’ll speed up the process for you.

Once your order moves into production, we won’t be able to approve any changes. If you still need to make modifications at this stage, your request will be treated as a brand-new order instead.

As for cancellations asked for after production begins, any fees applicable will depend on the costs we’ve already incurred when we get your cancellation request.

Absolutely! Every order includes free art and design support. We’ll send you a free digital proof within 24 hours of your order, so we can make sure everything looks exactly right. You’re free to ask for as many adjustments as you need—we’ll keep tweaking until you’re totally happy. For more advanced designs like 3D pins, 3D medals, we also provide a 3D rendering to help you visualize your idea. We’re happy to help you create or finalize your artwork.

Usually, we suggest customers head to Pantone’s official website to pick a Pantone colour code—you can also go straight to this link: https://www.pantone.com/color-finder to select your shade. After that, we’ll produce your product based on the exact colour code you’ve chosen.

Unless we’ve made a separate arrangement upfront, all colours will be matched “as closely as possible” to the design you initially provided. It’s important to note that most of our products are handcrafted and hand-coloured, so occasional variations in dye batches or colour lots are normal and should be expected.

If you need an exact colour match, we’ll adjust the coating tint following the Pantone® Matching System (PMS) formulation guidelines—this ensures your chosen colour lines up perfectly with the shades specified in the Pantone Matching System.

A quick note: Every monitor has different calibration settings, which means the colours you see on your screen might not match those in the Pantone guide. We always use printed guides (not digital monitors) for colour matching to keep things accurate.

For large sections of hard enamel, you may notice the enamel doesn’t always fill right to the top. Since our products are handmade and hand-finished, each pin is one-of-a-kind—small imperfections like uneven enamel fill, tiny scratches, or minuscule dust particles are standard in the pin-making process.

Our most preferred file formats are Illustrator or .eps vectors—just make sure you convert all fonts to outlines (or curves) first. We also accept other file types, like .jpg, .pdf, .tiff, .png, .psd, and .bmp. For these non-vector files, please enlarge your artwork to 4 times the size of the finished product.

To ensure we replicate your desired colours accurately, we highly recommend using the PMS Matching System in your design. For Digital Pins specifically, your artwork needs a resolution of at least 300 DPI (or higher) to meet our quality standards.

Absolutely—once we’ve received your order, we’ll send you an art proof. We won’t start manufacturing your pins until we have your final approval on the artwork.

A variety of payment options are available with us, including Visa, MasterCard, Apple Pay, Google Pay, and PayPal. Cheques or money orders are also welcome.

Most of our medals use either steel or zinc as their main material. Steel is much more durable, but it doesn’t allow for as much intricate detailing. Zinc, though, is lightweight and non-magnetic—and it can show off more complex designs too.

Usually, enamel medals work best when they’re 3–5 mm thick, whereas UV printed medals tend to be 2–3 mm thick. There’s no additional charge for the standard thickness. If you want a thicker medal, it’s an option for a small extra cost—this will depend on what your design requires.

Absolutely—you have complete flexibility when it comes to picking your medal’s shape. Round and shield-shaped medals are the most popular choices, but you’re more than welcome to go for any custom shape you’d like.

Absolutely! Every medal includes a free standard neck ribbon as standard. You can also upgrade to a custom-printed medal ribbon—this lets you add your event name or logo—and it only costs a small extra fee.

Yes! For urgent orders, we provide 24-hour UV-printed medals. There’s an additional charge for expedited orders—just let us know your required timeline, and we’ll work to meet it.

Plating adds a metallic finish to your medal—this can be shiny (such as gold or nickel) or antique (like antique bronze or silver). It boosts the medal’s overall metal texture and visual depth, giving it an elegant, classic, or premium look.
Dyeing, on the other hand, creates flat, bright colour sections with no metallic sheen. It’s ideal for detailed logos, bold colours, and modern designs that stand out.

Absolutely—there’s a mould fee for fully custom medals. We keep your mould for 2 years, so if you reorder the same design within that period, you won’t have to pay the mould fee again. It’s our little way of thanking returning customers.

Here’s some good news: some of our medal options don’t need a mould fee at all:
24-hour UV-printed rush medals
48-hour UV-printed custom shape medals

These choices are ideal if you need a fast turnaround or extra flexibility.

We ship all orders using FedEx, with complimentary delivery to any location in continental Australia, Canada, or the USA. If your order needs to go to locations outside Australia, Canada, or the USA, just reach out to us, and we’ll share the applicable shipping rates with you.

Absolutely—once your order has been shipped, our customer service team will email you the tracking details for your package, so you can keep an eye on its delivery progress.

How long it takes to receive your products depends on the type of product—some items might arrive in around two weeks. Usually, coins need a more detailed production process than other products, so their lead time is typically one to two weeks.

To give you a clearer picture, here’s a breakdown of the production and delivery timeline for lapel pins:

● Creating Mold: 2-3 Days

● Die Stuck, Cut, Weld Back Nails, Die Cast Zinc Alloy: 5-6 Days

● Polishing: 1 Day

● Plating: 1-3 Days

● Coloring(Simple or Complex): 3-7 Days

● Quality Package: 2-3 Days

● Carding: 2 Days

Just a note: If your design is more complex or has extra attachments, production will take longer. For an exact delivery timeline for your order, get in touch with us, and we’ll share personalized details.