Refund policy

We take great pride in crafting custom-made and custom-branded products tailored to your unique specifications. As these items are specially produced to your design and cannot be resold, we are unable to offer refunds or exchanges on custom products once the order has been placed and processed. We encourage you to review all details carefully before finalising your purchase to ensure your satisfaction. Should you have any questions or concerns about your custom order, please do not hesitate to reach out to our customer service team, and we’ll be happy to assist you.

We have a 30-day return policy for damaged goods, which means you have 30 days after receiving your item to request a return. We do not refund any change-of-mind orders as each product is custom made at the time of ordering. We reserve the right to replace any order which has been engraved incorrectly or has a manufacturing issue prior to refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt, invoice or proof of purchase.

To start a return, you can contact us at sales@thewoodenboxshop.co.nz

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@thewoodenboxshop.co.nz.

Damages and issues
Please inspect your order upon reception and contact us within 7-days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like personalised and branded goods. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Rebranding and Remanufacturing Policy for Box Lids

In the event that box lids require rebranding or remanufacturing, we require the return of the old lids. This is essential for ensuring that new lids are accurately sized to fit the corresponding boxes.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@thewoodenboxshop.co.nz.