Last Updated: 24 September 2026

We love creating something special just for you! 💕

As custom orders are individually designed, personalised, sourced or handmade specifically for each customer, please read this policy carefully before placing your order.

By confirming and paying for a custom order with E & L Studio, you agree to the following terms.

 

Full Payment Upfront

All custom orders require full payment upfront before work will begin.

Your custom order will not enter our production queue until full payment has been received, unless E & L Studio has specifically agreed to another arrangement.

Payment confirms your order and allows us to begin purchasing, sourcing, preparing and/or using materials specifically for your creation.

 

What Is Considered a Custom Order?

A custom order includes any item that is made, altered, personalised, designed or specially sourced according to your individual request.

This may include, but is not limited to:

- Custom snowglobe cups and bottles

- Custom beadable or fancy pens

- Personalised keychains

- Phone chains and charms

- Custom ribbon rose boxes or bouquets

- Shadow boxes

- Character or colour-themed products

- Products containing names, wording or personalised designs

- Products requiring materials to be specially ordered or sourced

 

Custom Orders Are Final

Once your custom order has been confirmed, paid for and work has commenced, it cannot be cancelled, returned, exchanged or refunded due to change of mind.

This includes situations where you:

- Change your mind about the product

- No longer require the item

- Change your preferred theme or colour after production has started

- Find a similar product elsewhere

- Provide incorrect personalisation information

- Decide you would prefer a different design after previously approving your order

This policy does not affect any rights or remedies you may have under applicable New Zealand consumer law.

 

Deposits

Where E & L Studio has specifically agreed to accept a deposit rather than full payment, the deposit is non-refundable, subject to any rights that cannot legally be excluded.

Deposits may be used to purchase materials, reserve stock, secure production time or begin preparation for your custom order.

Unless E & L Studio has specifically agreed otherwise, our standard policy remains that custom orders require full payment upfront.

 

Customer Information

Please carefully check all information you provide before confirming your order.

This includes:

- Names and spelling

- Dates

- Colours

- Characters or themes

- Sizes

- Images

- Wording

- Personalisation details

- Delivery information

 

E & L Studio will create your order using the information you provide.

If an error appears exactly as it was supplied or approved by the customer, the cost of remaking or altering the product may be the customer's responsibility.

 

Design Approval

For some custom products, E & L Studio may provide a design, mock-up, layout or description for approval before production.

It is the customer's responsibility to carefully check all details before giving approval.

Once approval has been given and production has commenced, changes may not be possible.

If a change can still be made, additional charges may apply for replacement materials, additional labour or redesign work.

We will advise you of any additional cost before proceeding with the requested change.

 

Changes After Ordering

If you would like to change something about your custom order, please contact us as soon as possible.

We will always try to accommodate reasonable changes where possible.

However, once materials have been purchased, personalised components have been produced, or work has commenced, changes may not be possible.

Where a requested change requires additional materials or additional work, an extra charge may apply.

 

Handmade Variations

Every E & L Studio custom creation is handmade, which means no two products will be completely identical.

Small variations may occur in:

- Glitter placement

- Bead placement

- Decorative placement

- Colours and shades

- Patterns

- Ribbon roses

- Character placement

- Handmade finishes

 

Reference photographs, previous creations and inspiration images are intended as a guide.

While we will make every reasonable effort to achieve the requested overall design, a handmade recreation may not be an exact duplicate of another item.

Minor handmade variations that do not affect the intended function or overall quality of the product are not considered faults.

 

Materials & Availability

Custom orders may depend on the availability of particular beads, charms, colours, characters, vinyl, wraps, glitter, ribbon or other materials.

If a requested material becomes unavailable after your order is placed, we will contact you to discuss an appropriate alternative.

We will not intentionally make a significant substitution that changes the agreed overall design without discussing it with you first.

 

Turnaround Times

Turnaround times may vary.

Custom products require different amounts of preparation and production time depending on the item, complexity, materials required, order size and our current workload.

Any turnaround time provided is an estimate unless E & L Studio has expressly agreed to a specific completion date.

If your order is required for a birthday, event, celebration or another specific date, please let us know before placing your order.

We cannot guarantee that an order will be completed by a particular date unless that timeframe has specifically been agreed to by E & L Studio.

 

Snowglobe Cups & Bottles

Custom snowglobes are handmade and require appropriate care.

To protect your snowglobe:

- Hand wash only

- Do not put in the dishwasher

- Do not microwave

- Do not freeze

- Do not soak or submerge for extended periods

- Keep away from extreme heat and prolonged direct sunlight

- Avoid dropping or excessive impact

- Do not peel or pick at wraps, decals or decorative elements

 

Glitter and decorative contents may naturally move, settle or separate over time. This is a normal characteristic of handmade snowglobe products and is not, by itself, considered a fault.

Damage resulting from misuse, accidental damage or failure to follow reasonable care instructions may not qualify as a product fault.

 

Faulty, Damaged or Incorrect Custom Orders

If you believe your custom order is faulty, damaged or materially different from what was agreed, please contact E & L Studio as soon as reasonably possible.

Please provide your order details, a description of the issue and clear photographs where appropriate.

We will assess the issue and provide an appropriate remedy where required.

Depending on the circumstances and your rights under New Zealand law, this may include repair, replacement or refund.

Our no-change-of-mind and custom-order policies do not override your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

 

Shipping Information

Customers are responsible for ensuring their delivery information is correct before their order is dispatched.

Please double-check your:

- Full name

- Delivery address

- Postcode

- Email address

- Contact details

Additional shipping charges may apply if an order needs to be resent because incorrect or incomplete delivery information was supplied.

 

Customer-Supplied Images & Designs

If you provide E & L Studio with photographs, artwork, logos, names, wording or other materials for your custom order, you are responsible for ensuring that you have permission to use those materials where permission is required.

E & L Studio is not responsible for errors contained in customer-supplied wording, spelling, artwork or other information where we have reproduced the information as supplied or approved.

 

Consumer Rights

Nothing in this Custom Order Policy is intended to exclude, restrict or modify rights that cannot legally be excluded under New Zealand law.

Where applicable, customers retain their rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, and other applicable New Zealand consumer protection legislation.

 

Contact Us

Have a question about your custom order? Please contact us before placing your order and we'll be happy to help.

E & L Studio

Email: elk.studio@outlook.co.nz

Instagram: @elk.studio26

Facebook: E & L Studio

Website: www.elkstudio.co.nz

Thank you for trusting E & L Studio to create something special for you. 💕