SHIPPING

Returns

Wrong or missing items:

Lots of love and care goes into packaging orders for shipment, and each item is inspected thoroughly before it’s sent. We are only human and occasionally we make mistakes. By that token, if you receive your order to find that it contains a wrong item or size, or something that should be there isn't, please get in touch with us as soon as possible so we can remedy the situation quickly and get the correct goods on their way to you.

Damaged:

If your item arrives damaged, please contact us immediately. Please photograph both the damaged item(s) and the damage to the packaging so we can file a claim with our courier and get a replacement of all damaged goods out to you as soon as possible. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within a timely manner after receiving your order.

Where repair or replacement is deemed necessary by our team, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. Please retain proof of postage until we have confirmed your replacement has been processed.

Should you receive a parcel that has damaged packaging but the goods inside are fine, we would still like to hear about it so we can either follow up with our nominated courier company or adjust our packaging to suit.

Custom:

When you order a custom item you provide all information that will be displayed. We will make your item up according to the information you provide and then send you a proof to double check all information - including dates and spelling - are correct. Everyone makes mistakes occasionally, so if you notice there is something wrong when you receive your proof please let us know immediately.

Once you have approved your design, the information used is out of our hands. If you receive your order and then realise that you have provided us with incorrect information or overlooked a typo it is out of our hands unfortunately. If you get in touch with us we will try to work out a reasonable solution for you such as paying for the courier again but not the initial design, but please keep in mind that we are not obligated to provide any remedy for this as the error lies with your acceptance of the proof.

Change of mind:

Unfortunately due to the nature of most of our products we cannot accept returns. Please make sure you make your purchases wisely. For exceptional circumstances, please email me at hello@prickle.co.nz and we can see if we can remedy it.

Overseas Shipping:

Please note we currently only ship within New Zealand and to Australia. If you'd like to inquiry about international shipping please contact Prickle Embroidery Ltd at hello@prickle.co.nz