Terms of Service

Welcome to Rosemay Studio. These terms outline how we run and what you can expect when using our website and purchasing from us. By continuing to browse or shop with us, you agree to the following terms. Here, we also value respect and kindness in all interactions. For this reason, we reserve the right to refuse service to anyone at any time.
If you have any concerns or questions, feel free to reach out before placing an order.

Our Handmade Creations

Everything we make is handcrafted with care, so no two items are exactly alike. While we pay close attention to the details, slight variations and imperfections are part of the handmade process, adding to the charm and authenticity of each piece. We aim to display colours and images as accurately as possible, but please note that variations may occur due to screen display differences or the nature of our handmade work.

Proofing

With custom work, you’ll receive one complimentary round of mock up/proof to ensure that spelling, layout, and all other details are correct. We encourage you to carefully review these proofs to ensure everything is just as you’d like. While we make every effort to thoroughly check all details before beginning work, if in the rare chance a mistake occurs on our end, we will gladly provide a correction or a refund where appropriate. If the error is not from our side, additional costs may apply to make the necessary adjustments.

Timeframe

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, and the 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.

Pricing & Payment

All prices are in New Zealand Dollars (NZD) and do not include postage costs.
For custom work under $150 NZD, full payment is required at the time of ordering for work to begin. For custom work over $150 NZD, a 50% deposit is required upfront, with the remaining balance due before delivery.

If additional items are added to an existing order, we will update the deposit and send you an invoice for the difference.

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.

Shipping & Delivery

NZ
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 reach out to place your order.

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.

While we provide tracking information, we cannot guarantee or control the shipping timeframe. We recommend allowing extra time to accommodate any unforeseen delays during transit. While we’re not able to take responsibility for shipping-related issues, rest assured that we’re here to help and will do our best to work with you if any problems arise.

Showcasing Your Order

We’re proud of the work we create and may share photos of your orders on our website, social media, or in print. Rest assured, we will always respect your privacy and will never share any sensitive information.

Refunds, Returns & Cancellations

As our products are handmade in nature and made-to-order, in general we do not accept refunds, returns or cancellations unless a product has been 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 we will work with you to make it right.

Email // rosabel@rosemay.studio

Faulty / Damaged Items

If your item has arrived damaged or faulty, please take a photo of both the packaging and the item and send them to rosabel@rosemay.studio. Please do not discard the item.

Accuracy of Information

We strive to keep all information on our website accurate and up-to-date, but occasional errors or outdated details may appear. If you’re unsure about anything, please reach out to confirm.

Changes to Services & Prices

Our offerings, prices, and availability may change without prior notice. We also reserve the right to modify or discontinue any part of our services at any time.

Copyright & Intellectual Property

All content on our website, including text, images, graphics, product designs, and logos, are the property of Rosemay Studio and are protected by copyright laws. We kindly ask that you respect our work and refrain from copying, reproducing, or using any of our content without permission. If you wish to use anything from our site, please reach out to us, and we’d be happy to discuss it.

We value creativity and appreciate your support in protecting the uniqueness of our work.

Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of New Zealand.