FAQs

I Just purchased a product from your website, what happens next?

You will receive an order confirmation email.

For products with no customisation required (eg. Some phone cases): they will be dispatched with in 2 business days and you will be notified via email.

For products with customisation (glassware, photo plaques, coasters): A design draft will be sent to you with all the details you have provided within 1-2 business days for your approval. Once approved, we will proceed with engraving and will notify you once your order is dispatched.

What is turnaround time?

General turnaround time is 2-3 business days plus shipping.

What if I need the product urgently?

If you need the product earlier, please mention the date you need it by, in the special instructions field when placing order and we will try to get it done before that date. Alternatively, you can get in touch with us via the contact page and we will let you know if it is possible or not.

What is the shipping time frame?

We are based in wellington, so time frame for north island is 1-2 business days and south island is 2-3 business days. Please allow another 2 extra days if the delivery is to a rural place.

Do you deliver to a PO BOX?

No, we don’t deliver to PO BOX, please provide a physical address for delivery.

Is your delivery signed?

Yes, all parcels are signed delivery. You will receive an email with tracking details as soon as the order is dispatched.

What are your shipping costs like?

Shipping cost depends on the number of products purchased, average shipping cost is $7.99 nation wide and non-rural. Once all products are placed in the cart, when you proceed to checkout and ready for payment, then shipping costs will appear.

What if the product is damaged, when I open the box?

If there is any damage during transit, please email us as soon as you open the box with photos, and we will ship out a new set as soon as possible.

I’m planning to purchase products in bulk, how do I go about this?

We welcome bulk orders, please checkout our bulk order section for more details.

What is your returns policy?

We do not accept returns on any products because of change of mind as they are personalised to your requirements.

However, if there is any reason the product does not meet the described standards, please get in touch with us via email and we will do our best to resolve it to your satisfaction.

I have an image, but not sure if you can engrave it? Also, what format should the image be?

Please get it touch with us via the contact page or email us your image/design to info@etchyourthoughts.co.nz and we will let you know if it is engravable or not. For logo engraving, we need .ai , .eps or .svg format.For some reason you don’t have them, please send us whatever format you have and we will look into it.

Do you have a physical store? I would like to pick up my products.

No, we don’t have a physical store but please let us know before hand if you would like to pick up, so that we can make sure someone is available while you pickup.

Do you do gift box or gift wrapping?

Unfortunately, at this stage we don’t do any gift boxes/wrapping. All our products are shipped in secure brown boxes or sachets.

If you have any further questions, please get in touch with us via the contact page and we will get back to you ASAP.