All personalised orders are made to order and are processed within 10 working days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipment may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.
Once your order leave Captured Customs, you will receive a system generated email, with a button that links to your order. If you click this button you will see your tracking information.
Damages
Captured Customs is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging material and damaged goods before filing a claim.
Incorrect address
Captured Customs is not liable for any extra costs incurred when an incorrect or old address is supplied. It is the responsibility of the customer to ensure the right shipping address is attached to any order placed.
Returns
Our policy last 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not accept returns or give refunds on personalised products.
To complete your return, we require receipt or proof of purchase. There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
If you need to return an item, please contact us on info@capturedcustoms.co.nz arrange. Please do not return anything to us without prior approval. Returns are to be sent to Captured Customs at your own cost. We recommend that you pay for tracked shipping, as we do not accept responsibility of any returns lost in transit.
Any items returned to Captured Customs must be returned in the condition you received it. Packaging/tags must still be intact and items must be in unused condition. The customer will be notified via email upon the receipt and inspection of the returned item(s) to advise once the return has been finalised and the outcome.
Sale items
Only regular priced items may be refunded. No refund will be issued on sale items.
Faulty items
We pride ourselves on the brands that we stock and the quality of the items. We do quality control checks upon receiving shipments, however, if for some reason you think you have received a faulty item, please contact us within 5 business days of receiving your item so we can offer you a resolution.
Incorrect items shipped
Returns where the incorrect item was shipped to you must be made upon receipt of the incorrect item. A replacement will be offered on all incorrect products returend and unused. Should a replacement not be available, a refund will be offered. Shipping costs to return the incorrect item to Captured Customs will be reimbursed upon receipt of an itemised invoice. Receipts must be emailed to info@capturedcustooms.co.nz for the reimbursement to be processed.