Refund policy

If in the unlikely event your guest book is damaged, ripped, or addressed incorrectly or a name misspelled due to our error in processing your order we will send out a replacement guestbook to you asap. We will also provide return shipping for the damaged/incorrect item. We may decide that we do not want it back but this will be advised when we are processing your refund.

If your guestbook arrives damaged, creased or crumpled due to handling by our courier service provider we do not take responsibility for such damages but will lodge a claim with our courier provider. It is very important that if you are given a package that looks damaged that you do not sign for it but ask the courier to wait while you open it and then take photos to document the damage. If you sign for it we will not be able to claim for the damage on your behalf due to the claim being deemed invalid. Even if the courier is on starters blocks to run away ... make them wait.

All our guestbooks are packaged in sturdy mailers appropriate to the product. Any damages from product / package handling after the parcel has been delivered by our courier we will not be held responsible for.

If we have omitted an important design element, such as initials on tree trunk, hearts, flowers, birds or similar, we offer an email update file in the form of a printable PDF on tracing paper which will enable you to add in the missing design element yourself. If timelines are too tight we will not pay for rush return shipping to have the tree sent back to us to add such design elements back in and send it back to you. We would offer the printed tracing paper solution.

Important - All our guestbooks are hand made and unique and as such may vary slightly from product photos on our website.

Ink pads, whether opened or unopened, cannot be returned, exchanged or refunded since the cost of shipping these small items would in many cases be more than their value. If you have ordered the wrong colour ink or changed your mind on colour schemes you will need to purchase new inks.

If your package arrives too late for your time sensitive event as our error, we can offer you a refund.

PLEASE NOTE:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
tracey@myguestbook

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you have any questions, send us an email at tracey@myguestbook.co.nz and send your item to: 31 WARNER PARK AVENUE, LAINGHOLM Auckland NZ 0604.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: MY GUESTBOOK, THE STUDIO, 31 WARNER PARK AVENUE, LAINGHOLM Auckland NZ 0604

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.