Q: How long does it take to produce and ship my order? A: Each item is custom-made to order. Production typically takes 3-5 business days, though it may take up to 2 weeksduring busy times.
Q: Can I order custom items with images of celebrities or characters? A: Yes. If you have rights to the image and it does not violate copyright laws, we can create custom items. However, you assume full responsibility for any legal issues if they arise.
Q: Is gift wrapping available? A: All orders include standard packaging. For special gift wrapping, please reach out to our support team.
Q: Will the colour or size of the product differ slightly from the description? A: Our products are handcrafted, so slight variations in size and colour may occur. These differences add to the unique charm of each piece. However, if the product differs significantly from its description, we offer exchanges or refunds.
Q: Can I make changes to my order after it’s placed? A: Once production begins, changes are difficult to make. Please ensure all details are correct before placing your order.
2. Pickup & Shipping
Q: Is pickup available? A: Yes, you may arrange for pickup at our location by appointment. Please contact us to schedule a convenient time for collection.
Q: What are the shipping costs within New Zealand? A: Shipping costs vary by region within New Zealand. Orders over NZD 120 qualify for free shipping.
Q: Can I track my order? A: Yes, all shipments are sent via trackable courier service. You’ll receive a tracking link in your shipping confirmation email.
3. Returns and Refunds
Q: Can I cancel or return my order? A: As all items are custom-made, we cannot accept returns or exchanges due to a change of mind. However, if there’s an issue with your product, please contact our support team.
Q: What if my item has a defect or is damaged during shipping? A: For items that arrive damaged or with defects, please email us at hello@dear-u.co.nz with photos of the product and packaging, and we’ll assist with a replacement or repair. *Proof of damage (e.g., photos of the damaged product and packaging before opening) will be required to process your claim.
