Information and questions that are frequently asked and the corresponding answers can be found below. Please let us know if you still need more information or have a further enquiry.
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Due to a growing range of designs and products being offered on our website all orders are currently made to order. If we see a trend in popular designs we will attempt to manufacture extras to help keep up with the demand. If the coasters you have ordered are in stock they will be packaged and shipped to you within 1-2 working days.
If your ordered coasters are not in stock please allow up to 5 working days to manufacture your order. Our products go through a complex process to ensure they meet our standards of quality. This process includes setting up, CNC v-carving, shaping and preparation for application of finishing products, and drying time. Then the items will be ready to be packaged and shipped to you.
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For urban areas in the North and South Island of NZ it usually takes up to 3 working days to deliver your package once it is collected by the courier.
For Rural areas in the North and South Islands of NZ, it usually takes up to 5 to 10 Working days to deliver your package once it is collected by the courier.
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All of our products has to go through a complex process to ensure they meet our standards of quality. This process includes design consultation and finalisation of design, setting up designs into the CNC program layouts, CNC v-carving, shaping and preparation for the application of finishing products, and allow drying time for the finished products. Then the items will be ready to be packaged and shipped to you.
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That is a very good question. If it is the same coasters as designed and shown on our website, then yes we are able to refund them once you have returned the coasters back our Office in same condition as it was shipped to you. You will just need to pay for the return shipping cost. If you had words changed or name added to the coasters, then it would be non-refundable as we will not be able to restock and resell them. That’s why we send and get your preview approval and receive your payment first which further confirms your approval for custom order prior to manufacture of your coasters.
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Yes, we offer 12 months replacement warranty for defects caused by unforeseeable circumstance like splitting/cracks caused by moisture in air or coaster has changed shape and warped out of shape. This warranty is conditional that your coasters, holders and/or other wooden products are regularly wax conditioned with our ‘Handcrafted Beeswax Mix’ at least every 3 months to help preserve the wood’s nature. It does not cover damages caused by excessive exposure to direct sunlight, items going through dishwashers, or hot pans being placed on coasters.
Please send the damaged coaster/s to us for assessment and, if accepted, we will send your free replacement. This will also give us a chance to review the product to further improve our manufacturing process.
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We are currently using NZ Post. After items are shipped, they will delivered to you within 1-3 working days for cities and towns. Rural area will take longer – up to 5-10 days.
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Yes, definitely. We are always happy to help you with your enquiries. Please send us a message on our Contact Us page.
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We have 2 separate shipping costs:
- Urban shipping for standard post (1-3days) starts from $7.00
- Urban shipping for courier which is faster than standard post starts from $9.00
- Rural Shipping starts from $12.50 for standard post 5-10 days.
Let us know if you have any more questions or requests.