Shipping Your Product
Once we receive payment, the item will be wrapped, packaged and sent within 3-5 business days. At that point an email will be sent to you to let you know that the item has been shipped.
We wrap and package all our products carefully. The bottom line is that we want you to receive our beautiful pieces in good order and to be delighted with what we send you.
Occasionally things get damaged. Please see Damaged Goods under Exchanges.
Obviously, we cannot be held accountable for delays in the postal or courier system, so please order as early as you can to avoid disappointment. If you need something urgently or have a particular date by which something needs to be delivered (e.g. a birthday present), please contact us and we’ll see what we can do. We do live in the country so can not always post immediately, but we will do our best.
We are happy to produce customised, one-off items. Please contact us by email or phone if you would like something special. We’ll talk through what you want and how long it will take to make the item and shipping details. Once you’re happy with the details and have confirmed the order, production will commence. Once you’ve confirmed the order, from this point onwards, no refunds can be given.
We only refund items if they are defective or damaged. Please email us if either of these situations occur.
We want you to be delighted with your purchase so please choose carefully and if you need more information, don’t hesitate to contact us.
We quality check our pieces, however, in the very unlikely event that you receive a piece that has some defect, please let us know. You need to contact us within 3 days of receiving your item with photographs and a description of the item and the issue. Any claims made outside this time period will not be accepted. To a large extent, we are relying on your honesty. So please don’t claim something is defective if you have caused the problem. Let’s be fair to each other.
A lot of care is put into accurately photographing our work and we cannot accept colour variation as a reason for a ‘defective’ product claim. Colours may appear differently between what shows on your device and real life.
If there is a genuine defect (caused by us rather than damage in transit or by you) we will refund the item provided that:
- You contact us by email first. (Please do not send something back without hearing back from us).
- If instructed by us, you post or courier it within 7 days of when you receive it, at your expense.
- The item must be unused and in the same condition that you received it. (For example, don’t light candles).
- You return it in the original wrapping and packaging.
- You send us proof of purchase, your name and address.
- The item was not a sale item or sold as a second.
- The item was not a customised, one-off piece (see Customised Items under Shipping Policy).
There are certain situations where only partial refunds can be given (if applicable):
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to any error on our part.
- Any item that is shipped by you more than 7 days after delivery.
Refunds (if applicable)
Once your returned item is received and inspected, we will email to let you know that we have received your item. We will also notify you of the approval or rejection of your refund or exchange.
We may require you to send us your bank account number for the return of funds. This information will never be stored or shared.
Returning Your Product
If asked to return your product, please mail/courier it to:
76 Malone Road, RD9, Whangarei 0179, New Zealand
Please note that this is a Rural Delivery address and an RD surcharge may need to be purchased. Please ensure that you include proof of purchase, your name and address, email and phone number and reasons for the return. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Please email us if either of these situations occur.
Unfortunately, packages occasionally get damaged in transit. If your package looks damaged in any way, please photograph the outside of the packaging. Then carefully open the package and photograph and describe any damage to the interior packaging and to the product itself.
Please contact us by email as soon as you can, and certainly within 3 days of receipt. We will need details of when and where it was delivered and photographs etc. so that we can make a claim with NZ Post or the courier. Email us the photographs and any other documentation so we can decide what to do next. Please keep all the original wrapping and packaging for when you send it back to us. We will work out the details of how we replace the item that was damaged.