Shipping policy

Shipping & Delivery Policy

At The Custom Shop, many of our products are personalised or handmade especially for you. Please allow time for both production and delivery when placing your order.

Processing Time

Personalised and made-to-order products require additional time to create. Estimated processing times may vary depending on the product, level of customisation, and order volume.

If you need your order by a particular date, please contact us before placing your order, and we will let you know if we can accommodate your request.

Delivery

We currently ship throughout New Zealand.

Shipping costs are calculated and displayed at checkout based on your order and delivery location.

Once your order has been dispatched, delivery times are dependent on the courier provider and destination. Any delivery timeframe provided is an estimate and not a guaranteed delivery date.

Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Incorrect Delivery Address

Please ensure your delivery address is correct when placing your order. If you notice an error, contact us as soon as possible. Once an order has been dispatched, we may not be able to change the delivery address.

Delayed or Missing Parcels

Courier delays can occasionally occur due to weather, peak periods, or other circumstances outside our control. If your parcel is significantly delayed or appears to be missing, please contact us and we will assist you with the courier enquiry.

Damaged Parcels

If your order arrives damaged, please contact us within 24 hours of delivery and provide clear photos and, where possible, a video of the product and packaging.

Please refer to our Returns & Refunds Policy for further information.