General

Creative Oasis NZ  Ltd is a New Zealand owned and operated company, which means that as a consumer you are covered by New Zealand consumer law. This means we must comply with Consumer Guarantees Act 1993 and Fair Trading Act 1986 and we will always meet the obligations set out within these, and go above and beyond wherever we can.

 

We love a happy and informed customer so if you have any further questions in mind before ordering and can't find the information on our product descriptions or FAQ section, please feel free to email creativeoasisnz@gmail.com and we will do our very best to answer your questions.

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Items not arriving in time

Please allow plenty of time for your products to arrive. Refunds will not be offered for late arrival. Please keep in mind our turn around times for different items then shipping times on top of that. To keep an eye on your packages please follow the tracking details provided upon completion of your order.

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Wrong or Missing Items

We take great care in processing all orders but at times mistakes can be made. If when receiving your order you notice that something is missing or you have received the wrong item please get in touch as soon as possible via email so we can remedy the situation as quickly as possible and get the correct goods on their way to you.

 

Faulty or Damaged Items

We do our very best to check over all items before packaging them to be sent, but on the off chance a fault is overlooked please contact us as soon as possible creativeoasisnz@gmail.com with a photograph and a description of the fault in question so we can arrange a replacement for you at no extra cost.

 

If you receive your parcel to find that it has been damaged during transit, please contact us immediately. Please photograph both the damaged item(s) and the damage to the packaging so we can file a claim with our courier. A replacement of your order will be sent as soon as possible.

 

Errors or Incorrect Information

When ordering your design, all information provided by you will be added as it is provided. A proof is sent via email for you to approve. Naturally, mistakes can be made so if you notice any information which is not correct, please specify all changes and provide the correct information to be amended. Your design will not be sent via email (digital) or sent for printing until you have approved the design. Some designs may not require proof so please ensure all information is provided. Designs such as the Tooth Fairy packages do not require a proof as these are not customised.

 

If by any chance you have received your final design (either by email or print and post) and noticed a mistake please get in touch as soon as possible. Unfortunately for printed orders, if there is a mistake we do not provide a refund as this mistake lies with your acceptance of your design. If you get in touch with us we will try to work out a reasonable solution for you.

 

There may be an additional fee (but not the full design fee) for the time to amend the error. For a reprint, the fee for printed and posted will be charged.

 

Change of Mind

Unfortunately due to the nature of most of our products we cannot accept returns due to change of mind. We do not offer refunds to orders placed via our website. Please purchase wisely.

 

If you complete your purchase and make contact (within 24 hours)  or before your design has been created you may be entitled to a refund. There will however be an admin fee of $5.00 to remedy your change of mind. If you have a change of mind and your design has been started or completed there will be no refund.