Returns, Exchanges & Policy Info

Product Care

If there is a problem with your product or order, please contact us in the first instance and we will work with you to come to a solution as soon as possible.

Due to the personalised nature of our products - please choose carefully as we do not offer a refund or exchange for change of mind purchases.

We are unable to refund or exchange items that are faulty due to misuse or due to reasons not related to the manufacture of the item.

If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act.

 

Canceling Orders

We do not offer cancellation on orders after they have been placed. We can offer you a store credit for the value of your order should you wish to cancel your order after placing it. NOTE: To be eligible for store credit your item must not yet have shipped or already be in production if your item is personalised.

 

Damaged + Missing Orders

We package your products with an abundance of love and care to ensure it arrives safely.

Unfortunately from time to time items can either be damaged or go missing in transit. We encourage you in the first instance to make an enquiry with NZ Post as the carriers of your parcels using your so supplied tracking number so they can begin the investigation process Please also contact us to let us know so we can keep an eye on the progress.

 

Incorrect Item/ Spelling Received

While we always aim to be 100% accurate in every order we make, sometimes mistakes can occur due to the highly personalised nature of our products. In the unlikely event that your order has a spelling mistake (created in error by us) or you have received the incorrect order, please contact us immediately with your order number and photos. We will arrange a return shipping label to be emailed to you. Once the incorrect item has been posted we will start to process your correct order and have it shipped out to you.

 

Material Variation

There will be a variation across some products due to the nature of the materials we use (ie. Grains in natural timber) – we like to think this adds to the unique beauty of the product, made just for you!

We may also from time to time slightly alter the design of a product if we feel this will produce a better outcome for your personalisation choices – e.g longer names or multiple lines of text. In the instance your final product will look considerably different from the design examples on the website we will contact you before creating your order to ensure you are happy with the changes.

 

Discounts and Vouchers

Discounts and vouchers cannot be applied after the purchase is complete. If you forgot to use your discount code or voucher, keep your eyes open for new offers in the future. Discounts cannot apply to existing orders.

All Promotional codes and discounts are non-transferable. They must be redeemed by the allocated time frame. If not used by the allocated time frame there will be no extension or reactivation.

Sale prices apply only to products for purchase directly through our online store.

Discounts and Vouchers are unable to be used for wholesale accounts.