Shipping policy

Shipping Policy

During peak season, your order may take up to 10 business days to be fulfilled. If an order is urgent, please contact us

All orders are shipped from our studio in Auckland, New Zealand.

Shipping is calculated by region and weight by New Zealand Post.

If you're a rural address we ask that you please choose rural during the shipping options as we are already absorbing some of the shipping rates and we can't control the prices. If you choose standard shipping for a rural address, we will send an invoice for the remaining amount. Other options are sending it to a work address or family/friends address to avoid the extra fee.

All faith&joy orders are sent without signature required and all risk in the parcel will remain with you upon delivery and faith&joy will not offer a replacement or refund for any loss or damage. Orders shipped to P.O. Boxes are at the buyer’s risk. faith&joy is not responsible for lost or undelivered packages sent to P.O. Box addresses. We recommend using a physical address for a more secure delivery.

We take no responsibility once your order leaves our studio. If your order is lost in transit, contact the courier and make a claim.

If you choose to place an order without tracked shipping, we are not responsible for lost, delayed, or undelivered packages once they have been dispatched. Without tracking, we cannot provide updates or assist in locating your parcel after shipment. By selecting this shipping option, you acknowledge and accept this risk.

If your order arrives broken or damaged, contact us at hello@faithandjoy.co with a photo.

PICKUP ORDERS

Pickup orders are available from our home studio in Ranui, West Auckland. The exact address will be provided once your order is ready for collection. Orders will be placed in a designated pickup spot that is security monitored for your convenience and safety.

*Please note that pickup orders aren't optimized to be sent by a courier. We take no responsibility for any breakages being sent to family/friends etc via courier from a pickup order. If you would like us to package it for a courier, please let us know in the notes section during checkout.

NZ SHIPPING

Free shipping for orders over $100 NZD*. Orders placed weekdays will be processed within 24 hours, while orders placed on weekends and holidays will be processed the following business day. We do not process or ship orders on weekends or holidays.

Orders generally take 4-5 business days to be fulfilled before getting shipped out as some is made to order. Shipping will then take 2-3 days to be delivered but if you're rural please allow an extra 2-3 days.

Note: these are just an ETA, shipping times may be delayed by high demand, wholesale fulfilments or courier delays. Once your order is shipped out, it is now out of our control. Contact the courier company for any inquires.

*Excluding wholesale/bulk orders

AUSTRALIA & REST OF WORLD SHIPPING

Orders placed weekdays will be processed within 24 hours, while orders placed on weekends and holidays will be processed the following business day. We do not process or ship orders on weekends or holidays.

Orders generally take 4-5 business days to be fulfilled before getting shipped out as some is made to order. Economy shipping is estimated at around 3-10 business days. Express shipping is estimated at around 2-6 business days.

For international orders paid in New Zealand dollars, refunds are issued based on the exchange rate effective at the time of the refund request. This means that if there has been a change in the exchange rate, the refunded amount in the customer's local currency may be higher or lower than what was originally paid. faith&joy is not responsible for currency rate changes that occur after the order is placed.

USA Update:

Due to recent tariffs, we are currently unable to ship to the USA. We apologize for any inconvenience and hope to resume USA shipping in the future.

International orders may be subject to additional custom fees, duties or taxes that are the sole responsibility of the purchaser. We are unable to refund you if you refuse the package because of customs charges.

If you have any problems with processing or placing an order online, please do not hesitate to contact us. We will be able to help and assist you with getting the product out to you!

Refund Policy

Discount Codes

If a discount code was not applied at checkout, we are unable to issue a refund or adjust the order total after purchase. However, you are welcome to save the code and use it on your next eligible order. Thank you for your understanding and support!

Discount codes cannot be applied to our Trinket Keychains and Sonny Angel Clothes. These are carefully handmade and priced to reflect their quality and uniqueness.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. A photo proof is required for a claim with the courier company and a refund or reship of a broken or defective product.

Order Issues

While I do my best to make sure every order is packed correctly, mistakes can sometimes happen. If an item is accidentally left out, the most likely solution will be a refund for the missing product. In some cases, I may also arrange to reship the item.

Exchanges & Refunds

All sale items are final, therefore we will not refund or cancel your order once it is shipped out. If your order hasn't been shipped out, contact us at hello@faithandjoy.co and we will try to help you out. Read all product descriptions/dimensions before placing an order.

If an order is placed when the store is closed for our annual end of year holiday or any temporarily closure and you require a refund, a refund will only be given via store credit.

If you qualify for a refund, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Order Cancellations

If you would like to cancel your order before it has been shipped, please contact us as soon as possible. Refunds for cancelled orders will be issued minus any transaction fees. Please note that transaction fees are non-refundable.

For standard payments: 2.7% + $0.30
For Afterpay payments: 2% Shopify fee + 5% Afterpay fee + $0.30

These fees are charged to us by our payment providers and are not returned to us when an order is refunded.