Shipping Policy

Whisperwoods provides New Zealand-based customer support. Many personalised ceramic products are handcrafted to order by our production partners in China and shipped to customers in New Zealand and Australia.

Custom-product timeframe

• Artwork and production: approximately 2–3 weeks.
• Delivery after dispatch: approximately 1–2 weeks.
• Estimated total timeframe: approximately 4–5 weeks.

These are estimates rather than guaranteed delivery dates. Complex artwork, customer response delays, public holidays, customs processing and carrier disruptions may extend the timeframe.

Ready-to-ship products

Dispatch and delivery estimates for stocked products are shown on the relevant product page or during checkout where available. Contact us before ordering if you need an item by a specific date.

Tracking

When tracking is available, it will be sent to the email address supplied with your order. Tracking may take a short time to update after dispatch.

Delivery address

Please provide a complete and accurate delivery address, phone number, postcode and rural-delivery information where applicable. Contact us immediately if you notice an error. An address cannot always be changed after dispatch, and additional costs caused by an incorrect address may be charged where permitted by law.

Delays, loss or transit damage

If an order is significantly delayed, appears lost, or arrives damaged, email hello@whisperwoods.co.nz with your order number. For transit damage, include photos of the item, outer packaging and shipping label where available. We will work with the carrier and provide an appropriate remedy under applicable consumer law.

Pickup

Local pickup and urgent delivery are not currently offered unless expressly agreed before purchase.

Returns, Refunds and Cancellations

Nothing in this policy limits rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable consumer law.

Custom and personalised products

Custom products are made specifically from the photos, names, wording, colours, sizes or other instructions you provide.

• You may request a cancellation before artwork or production has started. If we have not begun work, we will provide a full refund.
• Once artwork or production has started, we do not accept a cancellation or change-of-mind return because the item cannot reasonably be resold.
• Please check names, dates, sizes, colours and reference photos carefully before approving the order or design details.

This does not affect your rights where a custom item is faulty, damaged, incorrectly made, or does not match the agreed description.

Change-of-mind returns for non-custom products

For non-custom products, we voluntarily accept change-of-mind returns requested within 14 days after delivery, provided that the item is unused, undamaged and in resalable condition; original accessories are included; proof of purchase is provided; and you contact us before returning it.

You are responsible for change-of-mind return shipping. Original delivery charges are not refundable unless required by law.

Faulty, damaged, incorrect or not-as-described items

Contact us as soon as reasonably possible at hello@whisperwoods.co.nz. Include your order number, a description of the issue and clear photos of the item and packaging where available.

Depending on the circumstances and your legal rights, the remedy may be a repair, replacement, refund or another reasonable solution. Original packaging is not required to exercise rights relating to a faulty product. If a product is confirmed to breach a consumer guarantee, reasonable return costs will be reimbursed where required.

Refund processing

Approved refunds are returned to the original payment method. Your bank or payment provider may take additional time to display the refund after it is processed.

Contact

Email: hello@whisperwoods.co.nz

Frequently Asked Questions

Where is Whisperwoods based?

Our customer support is based in Auckland, New Zealand. Many custom ceramic products are handcrafted to order by our production partners in China and shipped to customers in New Zealand and Australia.

How long does a custom order take?

Artwork and production usually take approximately 2–3 weeks, followed by approximately 1–2 weeks for delivery. The total estimate is around 4–5 weeks, but it is not a guaranteed delivery date.

How do I send my pet's photos?

After ordering, email the original photo files and your order number to hello@whisperwoods.co.nz. See our Photo Guide for recommendations.

Can I change a custom order?

Contact us immediately. Changes may be possible before artwork or production starts. Once production has begun, changes and change-of-mind cancellations are generally not possible.

Will the finished item look exactly like the photo?

The artist uses your photos as references, but every item is painted and fired by hand. Small differences in brushwork, colour, glaze and placement are normal. Clear photos and detailed instructions produce the best result.

How do I select an urn size?

Check the listed capacity and ask your crematorium for an estimated ash volume. Choose the next size up when your pet is close to a product's stated limit or when you want to add small keepsakes.

What happens if an item arrives damaged?

Email us as soon as reasonably possible with your order number and photos of the item, outer packaging and shipping label. We will review the issue and provide an appropriate solution under our Refund Policy and applicable consumer law.

Do you provide tracking?

Tracking is emailed when available. It can take a short time to update after the carrier receives the parcel.

Do you offer local pickup?

Local pickup is not currently available unless expressly agreed before purchase.