Making and dispatch
Almost everything we sell is made to order, so production starts after you order. We will confirm a dispatch date when we confirm your order. If something has to be remade, we will tell you straight away.
Custom pieces made from your photos, such as wedding cake toppers and figures, take 6 to 8 weeks from the day you approve the digital preview. Custom branding runs to the timeline in your quote.
New Zealand
- A flat shipping rate per order, shown in your cart before you pay.
- Sent by tracked courier. You will receive a tracking number by email when your parcel leaves.
- Urban addresses usually take 2 to 3 working days after dispatch. Rural delivery adds a day or two.
- Rural addresses may carry a rural delivery surcharge, which will be shown before you pay.
Australia
- A flat shipping rate per order, shown in your cart before you pay.
- Sent by tracked international post. Allow roughly 6 to 14 working days after dispatch.
- Prices are charged in New Zealand dollars, and your bank sets the conversion rate.
- Australian import charges are your responsibility if they apply. For low-value goods they usually don’t. That decision rests with Australian customs, so we cannot promise it.
Everywhere else
We ship worldwide. Outside New Zealand and Australia, shipping is quoted individually. Email hello@woodheadworkshop.co.nz before you order and tell us what you would like and where it is going. We will give you an accurate postage quote so you can decide.
If it arrives damaged
Email us as soon as you can with a photo of the item and the packaging. Ideally do this within 7 days so we can claim on the courier.
We will replace or refund the item at our cost. We deal with the courier directly, so you don’t need to chase them.
Your rights under the Consumer Guarantees Act
If you’re buying as a consumer in New Zealand, the Consumer Guarantees Act 1993 applies to your purchase. Nothing on this page or anywhere else on this site limits, excludes or modifies those rights.
In practice, what we sell you must be of acceptable quality and fit for its ordinary purpose. It must also match how we have described it. If it isn’t, you are entitled to a remedy depending on how serious the problem is: a repair, a replacement or a refund. That applies to custom and personalised items too.
The Fair Trading Act 1986 also applies: we must not mislead you about what a product is or does. That is why we state plainly what each piece is and what it isn’t.
Returns and change of mind
Standard items: Nest Clickers and Headphone Hangers
If you change your mind, contact us within 30 days of delivery. Return the item unused and in its original packaging, and we will refund the purchase price. You pay the return postage unless the item was faulty or we sent the wrong item.
Custom and personalised items
Custom work can’t be returned for a change of mind because it was made specifically for you. Custom work means figures and cake toppers from your photos, items with your company’s branding and anything modelled to your brief.
That is a change-of-mind policy only. It does not affect your Consumer Guarantees Act rights. We will repair, replace or refund a custom item in line with that Act if it is faulty, is not of acceptable quality or is not what was agreed.
This is also why there is an approval step. You see a preview and say yes before anything is made.
How to start a return
- Email hello@woodheadworkshop.co.nz with your order number and a description of the problem, plus a photo if it’s a fault or damage.
- Wait for our reply before posting anything back. We will tell you where to send it. If the problem is our fault, we will cover the postage.
- We will refund you to your original payment method once the item arrives or once a refund without a return has been agreed. Allow a few working days for your bank.
Cancelling an order
If we have not started making your order, we will cancel it and refund you in full. Email us to cancel. If we have started, we will tell you how far along it is and what we can do. For custom pieces made from your photos, that includes the modelling work already done. For custom branding, the 50% deposit covers the production files and prototype. It is not usually refundable once we have started. Please contact us and we will discuss your options.
Other questions
Email hello@woodheadworkshop.co.nz. For custom branding, use our quote form. Charlotte reads and answers every message personally. She is also the person who makes your order.