Shipping policy
Shipping Policy
Thank you for shopping with Pomki Embroidery! Because our bespoke keepsakes, personalized birth-stat plush toys, and custom apparel are meticulously crafted to order, please review our shipping and production timeframes below.
1. Order Processing & Production Time
- Custom / Personalized Items: Standard production time takes 3 to 7 business days from the date you approve your digital design proof.
- Ready-to-Ship Items: Non-personalized items (such as standard kitchen tea towels) are processed and dispatched within 1 to 2 business days.
- Please Note: Processing and production times are separate from transit/delivery times. During peak holiday seasons (e.g., Christmas, Mother's Day), production times may extend. We will always notify you of any delays.
2. Shipping Rates & Delivery Timeframes
We ship nationwide across New Zealand using reliable, tracked courier services. All delivery timeframes are estimates provided by the courier and apply after your order has been dispatched from our Rakaia studio.
| Destination | Estimated Delivery Time | Shipping Cost |
|---|---|---|
| South Island (Standard) | 1 – 3 Business Days | $12NZD |
| North Island (Standard) | 2 – 4 Business Days | $12 NZD |
| Rural Delivery (NZ-wide) | Allow an extra 1 – 2 Business Days | $16 NZD |
| Orders Over $XXX NZD | Varies by location | FREE |
3. Digital Design Proofs
For all custom orders, a digital design proof will be emailed to you for verification before we begin stitching.
- The production timeline begins ONLY after we receive your explicit approval of this proof.
- Delaying your proof approval will directly delay the shipment of your order.
4. Tracking Your Order
Once your order has been carefully packaged and handed over to the courier, you will receive a shipping confirmation email containing your tracking number and a direct link to trace your parcel's journey. Please allow up to 24 hours for the tracking information to update.
5. Damaged or Lost Packages
If your package arrives visibly damaged, or if it has been significantly delayed beyond our estimated timeframes, please contact us immediately at [Your Contact Email] with your order number. For damaged deliveries, please retain all packaging materials and include clear photos so we can lodge an inquiry with the courier service.