Return Policy
As our products are handmade in nature and made-to-order, in general we do not accept returns unless a product is damaged during transit. Please carefully consider your purchase before ordering.
That said, your happiness is our priority. Please get in touch with your order number within 14 days of your package delivery if you have any concerns, and I will work with you to make it right.
Email // rosabel@rosemay.studio
Shipping
Within New Zealand
We have a flat rate of $10 NZD for shipping on products listed on our website. For custom orders, shipping costs will vary based on the size, weight, and value of the item. The shipping charge for custom orders will be calculated and communicated when you get in touch with us.
Payment in full must be made prior to the shipment of goods. Packages will be sent via our tracked courier service. Please allow up to 3 - 5 business days for shipping within New Zealand.
International
Upon enquiry, please get in touch.
Additional shipping fees may apply, depending on the shipping method and destination country.
Turnaround
For products listed on our website, please check the individual listings for more details.
For custom work (excluding wedding invitation suites), our usual turnaround time is 2.5 - 3 weeks, though it can vary depending on factors like quantity, complexity, scope of the project and current workload. We aim to be transparent with our timeline, and if you have a specific deadline in mind, please don’t hesitate to reach out. While we always do our best to accommodate special requests, please note that if we’re unable to meet your timeline, additional rush fees may apply.
Rush Order
If you’re working with a tight timeline, we’ll do our best to make it happen! When we say ‘rush order’, we don’t mean we’re rushing the details—we simply prioritise your project in our schedule to get it done as quickly as possible without compromising on the care we put into each piece.
Our rush order fees start at an additional 20% of the total order cost, and can go up to 50% depending on how tight the timeframe is. If a rush order fee is applied, the total order cost will need to be paid in full to avoid delays. This fee helps cover the additional hours we dedicate to your order.