Refund policy

Returns, Refunds & Replacements

Every My Guestbook order is carefully made, checked and packaged here in our Auckland studio. If something isn’t right when your order arrives, please email tracey@myguestbook.co.nz as soon as possible so I can help put it right.

Personalised and handmade orders

Most of our guestbooks and keepsakes are handmade and personalised especially for you. For this reason, we’re unable to accept returns or offer refunds if you change your mind, select the wrong option or provide incorrect personalisation details.

You’ll receive a complimentary design proof before your personalised order is made. Please check all names, dates, spelling and design details carefully. Once you approve your proof, your order will be made using the details shown in that proof.

As each guestbook is handmade, small variations in materials, colour, placement and finish are part of its character. Your finished book may vary slightly from the photographs shown on our website.

If we make a mistake

Although we take great care with every order, occasionally mistakes can happen.

If we misspell a name, use incorrect details or make your order differently from the design proof you approved, please contact us promptly with your order number and clear photographs of the issue.

Depending on the nature of the problem and the time available before your event, we’ll arrange an appropriate solution. This may be a correction, replacement or refund. If an item needs to be returned because of our error, we’ll cover the return delivery cost.

For a small missing illustration detail, we may also offer a simple tracing-paper transfer to help resolve the problem quickly. We’ll only use this option with your agreement and when it provides a suitable result.

Orders damaged during delivery

If your parcel or its contents arrive damaged, please contact us as soon as possible and include:

* Your order number
* Photographs of the outer packaging
* Photographs of the shipping label
* Clear photographs showing the damage to the product

Please keep the product and all its packaging while we assess the damage and raise a claim with the courier.

If you notice damage when the courier arrives, you may refuse the parcel or note the damage with the driver if it is practical to do so. However, accepting or signing for a parcel does not prevent you from contacting us about damage discovered after delivery.

We’ll work with you to arrange an appropriate remedy in accordance with the Consumer Guarantees Act. This may include a repair, replacement or refund, depending on the circumstances and how soon your event is taking place.

We cannot take responsibility for loss or damage that occurs after a parcel has been safely delivered, including damage caused by incorrect handling, storage or use.

Late delivery

If we have agreed to deliver your order by a particular date and it arrives too late for your event because of an error by My Guestbook or our delivery provider, please contact us straight away.

We’ll review what has happened and provide an appropriate remedy, which may include a refund where the order can no longer be used for its intended purpose.

Please note that estimated delivery timeframes are not guaranteed event dates unless this has been expressly agreed with us. Customers are responsible for allowing enough time for design approval, production and delivery.

Ink pads

We’re unable to accept ink-pad returns for a change of mind or because the wrong colour was selected. If you would like a different colour, a new ink pad will need to be purchased.

If an ink pad is faulty, damaged or supplied incorrectly, please contact us and we’ll put it right.

Gift cards

Gift cards cannot be returned or exchanged for cash, except where required by law.

Refunds

Please contact us before returning anything. Returns sent without prior arrangement may not be accepted.

When a refund has been agreed, it will be issued to the original payment method. We’ll email you when it has been processed. Your bank or payment provider may take several working days to display the refund in your account.

If you haven’t received an expected refund after allowing for your bank’s processing time, please email tracey@myguestbook.co.nz

Returning an item

If we ask you to return an item, we’ll provide the return address and instructions by email.

If the return is required because the item is faulty, damaged, incorrectly supplied or does not match your approved proof, My Guestbook will cover the reasonable return delivery cost.

We do not accept returns for change of mind on personalised or custom-made products.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or Fair Trading Act.