Returns

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Our returns policy lasts 14 days from delivery. If 14 days have gone by since your purchase was received, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Custom made goods that include names and dates are exempt from being returned. These items have been made specific to your requirements and therefore cannot be refunded or exchanged once they have been made.

To complete your return, we require a receipt or proof of purchase. Replying to your original invoice is acceptable.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.

Lost parcels

We do not provide a refund on items that are lost upon delivery. I may be able to send a replacement order if I still stock your choices, but you will need to pay the full price for this. All items are sent using tracked courier, if an item is lost in the shipping process (before delivery is confirmed) I will help investigate where your parcel is with the courier company.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact me at customcraftsnz@gmail.com.

Sale items (if applicable)

Only regular priced items may be refunded, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customcraftsnz@gmail.com and we will let you know our postal address.

Shipping

To return your product, you should email customcraftsnz@gmail.com and we will advise where to send your product. 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.  Depending on where you live, the time it may take for your exchanged product to reach you, may vary.