FAQ
Ordering
Can I make changes to my order after placing it?
As our items are personalised, we cannot make changes once an order has been placed. Please double-check all details before checking out.
How long does it take to process my order?
All personalised items are made to order. Please allow 5-7 business days for production before shipping.
Shipping & Delivery
Do you offer international shipping?
Currently, we only ship within New Zealand.
How long does shipping take?
- Standard Shipping: 2-3 days
Shipping times may vary due to courier delays, especially during peak periods.
How can I track my order?
Once your order has been dispatched, you will receive a tracking number via email.
Personalisation
Can I see a preview of my personalised order before it's made?
We do not offer previews at this time, but we ensure every item is designed with care and attention to detail.
What if I make a mistake in my personalisation details?
Please double-check your details before placing your order. Unfortunately, once an order is confirmed, we cannot make changes.
Sizes and Colours
Will you be adding more sizes and colours?
Yes! We’re always looking to expand our range to offer more options for your little ones. Right now, we’re starting with a small selection but we plan to introduce more sizes and shades as we grow.
If there’s a particular size or colour you’d love to see, let us know—we value your feedback and will take it into account when expanding our collection! Keep an eye on our website and social media for updates.
Returns & Refunds
Do you accept returns or exchanges?
As all our products are custom-made, we do not accept returns or exchanges unless the item arrives damaged or incorrect.
What if my item arrives damaged or incorrect?
Please contact us at hello@hellocherub.co.nz within 14 days of receiving your order, and we’ll make it right.
How do refunds work?
If approved, refunds are processed back to your original payment method within 10 business days. Please see our Refunds and Returns page for more information.
Product Care
How should I wash my personalised clothing?
To keep your items looking fresh:
✔️ Wash inside out in cold water
✔️ Use a gentle detergent
✔️ Avoid bleach or fabric softener
✔️ Do not tumble dry—line dry only
✔️ Iron inside out on low heat
Other Questions
How do I contact you?
You can reach us at hello@hellocherub.co.nz, and we’ll get back to you as soon as possible.