Shipping and Returns

Overview

Theophora offers a mix of physical goods, digital content, and services. This page explains how shipping, returns, and refunds work for each, so you know exactly what to expect before purchasing.

If you have any questions, you're welcome to get in touch at hello@theophora.nz before placing an order.

Physical Products

Shipping 

• Physical items are shipped within New Zealand unless otherwise stated.

• Orders are usually dispatched within three business days of purchase. Shipping times may vary depending on your location and the nature of the item.

• Once your order has been dispatched, you are responsible for ensuring delivery details are correct.

• Theophora is not responsible for delays caused by postal services or courier providers.

Returns and Refunds (Physical Goods)

• If there is a problem with a physical item you received - such as damage, defects, or an incorrect item - please contact us as soon as reasonably practicable.

• Where required under the Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund.

• If an item is faulty, damaged, or incorrect, we'll cover the cost of returning it. Please contact us first at hello@theophora.nz and we'll arrange the return. 

• Change-of-mind returns are generally not accepted unless stated otherwise at the time of purchase.

Nothing in this policy limits your rights under New Zealand consumer law.

Digital Products

Digital Content

• Digital products (such as downloads, PDFs, or online content) are delivered electronically.

• Due to the nature of digital goods, all digital purchases are non-refundable once access has been provided, unless required by law.

• Please review product descriptions carefully before purchasing.

Services

Service-Based Work

• Services provided by Theophora (including consultation, restoration, or bespoke work) are tailored to each client.

• Any deposits or onboarding fees are non-refundable, as they cover time, assessment, and preparation work.

• Refunds are not available for completed services. If there is a concern with the service provided, please contact us so it can be discussed in good faith.

Cancellations

If you need to cancel an order or a service, please contact us as soon as possible. Cancellations may not be possible once work has begun or an item has been dispatched. 

Contact

• If something isn't right, or you're unsure how this policy applies to your order, please get in touch at hq@theophora.nz.