E & L Studio — Shipping, Returns & Refunds Policy
Last Updated: 24 September 2026
Thank you for shopping with E & L Studio. 💕
As many of our products are handmade, customised or made to order, please read the following information carefully before placing your order.
Custom Orders
All custom orders require full payment upfront before work will begin.
Custom orders include products that are made, personalised, altered, designed or sourced specifically for you.
Once work on a custom order has commenced, the order cannot be cancelled, returned or refunded because you have changed your mind.
This does not affect any rights or remedies available to you under applicable New Zealand consumer law.
Deposits
Where E & L Studio has agreed to accept a deposit, deposits are non-refundable.
Deposits may be used to reserve stock or production time or to purchase materials required for your order.
Any rights you have under applicable New Zealand consumer law will continue to apply.
Live Sale Payments
Orders claimed during an E & L Studio live sale must be paid within 7 days, unless another arrangement has been communicated and agreed to with E & L Studio.
If payment is not received within this timeframe and no alternative arrangement has been made, your order may be cancelled and the items returned to available stock.
Turnaround Times
Turnaround times may vary.
As our products are handmade, customised or made to order, completion times depend on the type and size of your order, availability of materials and our current workload.
Any turnaround timeframe provided is an estimate unless we have specifically agreed to a completion date.
If you require an order for a particular event or date, please contact us before ordering.
Shipping
Orders are shipped to the delivery address supplied by the customer.
Please double-check your name, address, postcode and contact information before completing your order.
Customers are responsible for ensuring the information they provide is complete and accurate.
If an order is returned because incorrect or incomplete delivery information was supplied, additional shipping costs may apply before the parcel can be resent.
Delivery estimates provided by E & L Studio or a courier are estimates and may be affected by circumstances outside our reasonable control.
If you believe your parcel has been lost or damaged during delivery, please contact us so we can assist with the appropriate next steps.
International Shipping
International shipping may be available to selected destinations.
International customers are responsible for any applicable customs charges, import duties, taxes or other fees imposed by their country unless otherwise stated.
International delivery times may vary due to customs processing and other circumstances outside our control.
Change of Mind
Please choose carefully, as we do not accept returns, exchanges or refunds for change of mind.
All sales are final unless your product is faulty, damaged, incorrect, or you are otherwise entitled to a remedy under applicable New Zealand law.
Faulty, Damaged or Incorrect Orders
If your product arrives faulty, damaged or you receive an incorrect item, please contact E & L Studio as soon as reasonably possible.
Please provide:
- Your name and order details
- A description of the problem
- Clear photographs showing the issue, where appropriate
We will review the issue and work with you to provide an appropriate remedy.
Depending on the circumstances and your rights under applicable New Zealand law, this may include repair, replacement or refund.
Handmade Products
Because our products are handmade, small differences between individual products are normal.
Variations may occur in glitter placement, bead placement, colours, patterns, decorative elements and other handmade details.
Colours may also appear slightly different depending on lighting, photography and individual screen settings.
Minor handmade variations that do not affect the intended function or overall quality of the product are not considered faults.
Snowglobe Cup & Bottle Care
To help keep your custom snowglobe looking its best:
- Hand wash only
- Do not put in the dishwasher
- Do not microwave
- Do not soak or submerge for extended periods
- Do not freeze
- Keep away from extreme heat and prolonged direct sunlight
- Avoid dropping or excessive impact
- Do not peel or pick at wraps, decals, seals or decorative elements
Glitter and decorative contents may naturally settle, move or separate over time. This is a normal characteristic of handmade snowglobe products and is not, by itself, considered a fault.
Damage resulting from accidental damage, misuse or failure to follow reasonable care instructions may not be considered a product fault.
Your Consumer Rights
Nothing in this policy is intended to exclude or restrict any rights you have that cannot legally be excluded under New Zealand law.
Where applicable, your purchase may be protected by the Consumer Guarantees Act 1993 and other New Zealand consumer protection legislation.
Need Help?
Please contact us if you have any questions regarding your order:
E & L Studio
Email: elk.studio@outlook.co.nz
Instagram: @elk.studio26
Facebook: E & L Studio
Website: www.elkstudio.co.nz
Thank you for supporting our handmade small business. 💕