FAQ, Shipping & Store Policies
Custom & Personalised Orders
What if I ordered the wrong item or selected the wrong options?
All of our products are made to order based on the options you select at checkout (including size, colour, name, or design). For this reason, we are unable to accept returns or exchanges for incorrect selections made by the customer.
Customers are responsible for reviewing all details carefully before completing their purchase. If an incorrect option is selected, a replacement item may be purchased at the customer’s expense.
What if Tinker Tailor Kids makes an error?
We stand by our work. If an error has been made by us (such as printing the incorrect name, size, or colour), our Accuracy Guarantee applies. We will remake the item or issue a refund at no cost to the customer.
Shipping Information
Please ensure you track your parcel using the tracking link provided in your shipping confirmation email once your order has been dispatched.
New Zealand Shipping
All New Zealand orders are sent via CourierPost / NZ Post.
Shipping within New Zealand is free.
Delivery is typically overnight for urban addresses; however, delivery timeframes are outside of our control and cannot be guaranteed.
If you have specific delivery instructions (e.g. where the parcel should be left), please include these at checkout.
International Shipping
All orders are packaged with care to ensure they arrive safely.
Returns & Exchanges
Return postage is the responsibility of the customer. As New Zealand shipping is provided free of charge, any exchange for a different size or item will require the customer to cover the cost of return and re-shipping.
Requests for returns or exchanges must be made within 14 days of receiving your order, and items must:
Returned items remain the responsibility of the customer until received by Tinker Tailor Kids. We strongly recommend using a tracked return service.
Store Policy
If an issue arises due to customer error (including incorrect sizing, failure to use the sizing guide, or incorrect personalisation details provided at checkout), Tinker Tailor Kids does not offer refunds, exchanges, or discounts.
Replacement items in these circumstances will be charged at full retail price. Customers are responsible for ensuring all selections and details are correct prior to purchase.
If an order is returned to us due to an incorrect or incomplete delivery address supplied by the customer, the customer will be responsible for all re-shipping costs.
Wear and Tear / High-Stress Components
Our products are designed for everyday use by children; however, some components are subject to higher levels of stress through normal use. These include (but are not limited to) zips, toggles, drawstrings, cords, fastenings, and similar moving or tension-bearing parts.
Wear-and-tear damage to these components is covered for up to 3 months from the original purchase date. After this period, replacements or repairs are not guaranteed.
This warranty does not cover:
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Damage caused by excessive force, misuse, rough handling, or improper care
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Normal aging or deterioration beyond the 3-month period
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Requests for full product replacement when only a high-stress component has failed
Where appropriate and within the 3-month period, we may offer a replacement component rather than a full product replacement.
This policy does not affect your rights under the Consumer Guarantees Act (NZ).
