Shipping, Returns & Refunds Policy

Shipping

Processing Time

All orders are processed within 2–4 business days. Each piece is laser-cut to order, so please allow time for careful production and packaging. Orders are not shipped or delivered on weekends or public holidays.

Domestic Shipping (New Zealand)

We ship nationwide using tracked courier services.

Standard delivery time is 2–5 business days after dispatch.

Rural addresses may take longer.

Shipping rates are calculated at checkout based on order size and destination.

International Shipping

At this stage, we only ship within New Zealand. If you are overseas and interested in our products, please contact us directly to discuss options.

Shipping Confirmation & Tracking

You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Damages & Issues

We take care to pack your order securely. However, if your items arrive damaged or if you receive the wrong order, please contact us within 7 days at riley@shapeandcreate.nz so we can resolve the issue quickly.

Delivery Delays

While we aim to meet delivery estimates, unforeseen delays (e.g., courier disruptions, public holidays) may occasionally occur. We appreciate your patience and understanding.

Returns & Refunds

Change of Mind

As all our laser-cut wood shapes are made to order, we are unable to accept returns or offer refunds for change of mind. Please choose your designs carefully before placing an order.

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your package at [your email address]. We may ask for photos to help us assess the issue. Once approved, we’ll send a replacement or issue a refund — whichever you prefer.

Returns Process

If a return is required, we’ll provide instructions by email. Please do not send items back without contacting us first. Return shipping costs will be covered if the product is faulty or the wrong item was sent.

Refunds

Once we’ve received and inspected your returned item (if applicable), we’ll notify you of the approval of your refund. Approved refunds will be processed back to your original payment method within 5–7 business days.

Custom Orders

Custom or personalized items cannot be returned or refunded unless they arrive damaged or faulty.