Q: Where are you located? Can I pick up?
A: We are located in Mount Albert, Auckland. If you prefer pick up, please complete your order (pay for shipping if required) and then send us an email with your order number and stating pick up is required. Once your order is processed, we will send you an email with pick up instructions. Once the order is collected, we will refund the shipping fee if it was paid. .
Q: I need an order urgently!
A: If you need an order urgently, please send us an email on firstname.lastname@example.org or contact us on 0211505330. If possible, we will try and prioritise your order and can arrange urgent shipping at your cost.
Q: How long does processing and shipping take?
A: Unfortunately we cannot give a definite answer as each order differs from each other. Some require a lot of work and customisation therefore take a longer time, others are a quick pack and ship. Generally, it takes 2-4 working days to process and then a further 2-4 working days for shipping. We cannot guarantee shipping times as this isn't controlled by us, but you will receive tracking information once your order has been processed.
Q: Will my order come delivered how its shown in the pictures?
A: If you use build a box we will build the box for you with so much love. (We are perfectionists over here). We will pack it carefully and arrange it how it's shown in our photos. However, items may move during shipping and handling and may require some assembly by you. If you buy products singularly, we will pack them for you carefully and you can build the box to your own liking once you receive your delivery.
Q: I have a put an order through but I haven't received any confirmation?
A: If you are using Hotmail, Yahoo, Gmail or another generic email account and you are waiting for your confirmation email after placing an order, please check your spam or junk mail folder as these emails are sometimes directed into the 'Spam' box.
Q: Can I cancel or edit my order?
A: As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to email us within 24 hours if you have made an error. If you have made a grammar mistake in your order it is best to email us straight away. We do not accept returns on customised items unless faulty.
Q: I received a faulty item what do I do?
A: We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
* Your name
* Order number
* Product name and code
* Picture of the fault
* Description of the fault
(The product name and code can be found on your order confirmation email).
Q: Not all my items fit in the gift box I have chosen?
A: Our boxes vary in size and shapes. Not all times fit in all the boxes. Please read the item description on shop now carefully. If you need to upgrade or downgrade a box after you have placed an order, please email us within 12hours of placing your order.
Q: Can I custom write a message on the bridal box?
A: A maximum of 12 characters (first name OR surname) are included at no charge on the box lid. Any additional messages you would like incur in a $5 surcharge per box/item. Please get in touch with us so we can arrange this for you.
Q: Can I return a personalised robe I want to change the colour/size of the robe?
A: Please pick your robes carefully. We do not accept refunds or exchanges on personalised items. If the robe is not personalised we will be able to accept returns. We do not cover the cost of return to us.
Q: Can my Bride Tribe come and try on the Robes?
A: We will permit this in very rare circumstances. Please contact us to discuss.
Q: How accurate are the colours shown in the photographs?
A: Here at Bride to Be NZ, we take pride in delivering products that are as stunning as they are depicted. However, products may have slight variations in product appearance due to factors beyond our control, such as lighting, screen settings, and other external conditions. Our main photo on each product may have slight edits (to make our website look pretty) so please swipe through photographs to get an accurate colour description.
Q: My parcel says delivered but I have not received it.
A: Our shipping does not include a signature delivery. Therefore courier drivers may leave it in a safe place. If your package says delivered but you have not received anything, please take a good walk around the property and then contact the courier company and provide them with your tracking information. If you do wish for a signature delivery, please contact us to arrange this as it incurs additional shipping charges.