FAQ

Custom vs Personalised Orders

Custom Orders

We offer fully customised designs. These are not part of our standard designs.

Please see below for more information.

Personalised Orders

On some of our items we offer personalisation, such as adding a name to one of our current designs.

Custom Order Requests

If you would like a custom order, you are required to pay a non-refundable $15.00 deposit to secure a design from Reverie Studios. Once your deposit is paid you are required to email any inspiration photos, names, dates etc. that you might like on your custom order. Please mention your order number when sending this email

Email: hello@reveriestudios.co.nz

Custom order can be closed at any time. Please keep this in mind if you have special events coming up.

Note: Custom order links do expire - You will have 10 days to pay for your custom order. Once we have received your payment we will then start production.

If you change your mind and don't wish to go ahead with your order, please let us know and we will remove your listing from the website. Please note your $15.00 deposit is non-refundable as stated above as this covers the design fee.

Design Proofs (For custom orders)

Some products will require a design proof/confirmation before we can begin creating. This will be sent via email, please allow up to 7 - 10 business days in seasonal times to receive this proof. Ensure all names & spelling are correct.

Payment options

We offer Credit Card, Visa, PayPal, (Afterpay coming soon)

Turn around time

As all our products are handmade & made to order, our general turnaround time is 7-10 Business Days, this does not include weekends & public holidays or postage time.

During seasonal events like Easter, Mother's Day, Father's Day, Christmas, please allow 14-18 Business Days as we receive a high volume of orders.

If you have added 'Fast track my order' to your cart along with your products, you will jump the production queue.

We only offer limited availability and applies to NZ business/weekday. This excludes public holidays. Please note there are 3 options for 'Fast track my order' click here to view further details: FAST TRACK MY ORDER

Refunds/Returns

If you change your mind, we are happy to refund your order, minus a 12% transaction fee that is charged to Reverie Studios NZ. This will only occur if production has not already commenced.

To be eligible for a refund or replacement due to faulty or damaged product, you must notify us within 3 days of receiving the item.

We may request photographic evidence or additional information to assess the issue and validate your claim.

In some cases, we may request that you return the faulty or damaged item to us. We will provide instructions on how to do this, and we will cover the shipping costs associated with the return.

Customised and Personalised items are not eligible for returns or refunds unless they are defective or damaged.

Refunds are not available for items with errors in personalisation that were provided by the customer during the order process. Please double-check all customisation details before finalising your order

Please note: The wood grain may vary with lighter or darker grains, knots and colourings etc. This is not considered a fault in the timber, just a reflection of its natural character.

Shipping

You will receive a tracking number via email once your order has been completed and is ready to ship.

We offer flat-rate shipping throughout New Zealand for a standard fee of $10 for domestic delivery and $14 for rural delivery.

If your address is local to Reverie Studios, we may opt to hand deliver your item instead of shipping. This is at Reverie Studios sole discretion and does not qualify for a discount.

Local Pick Up

We are more than happy to accept local pick up, located in Alexandra, Central Otago.

Due to how busy life is with kids and activities we are often not home, so once your order is complete, we will contact you via email to organise a pickup time.

Cleaning Acrylic

Please only use a clean micro-fiber cloth on acrylic & mirror acrylic surfaces. Please do not use any chemicals such as glass cleaner, as these will only damage the product.

Please handle with care as they are very fragile.

FAQ