FAQ
General
Q. Where are you based?
We are based in Aotearoa, New Zealand in a beautiful river city of Whanganui.
Q. Do you have a physical store I can visit?
Yes, our store is located at 142 Victoria Avenue in Whanganui
Q. Do you offer wholesale or bulk orders?
Unfortunately we do not offer wholesale or bulk orders at this point in time.
Q. How can I stay updated on new products or sales?
Please follow us on Instagram (@mynanme_nz) and Facebook (/mynamenz) for our latest news.
Ordering & Products
Q. How do I place an order?
Select your items, add them to your cart, and follow the checkout steps to complete your purchase. You’ll receive a confirmation email once your order is placed.
Q. Can I change or cancel my order after it’s been placed?
Orders with no personalisation can be changed or cancelled only if they haven’t been processed or shipped. Please get in touch with us as soon as possible to request an update.
Q. Do you offer gift wrapping or personalised messages?
Our “This is a Gift” option ensures your order is shipped without a physical invoice.
You can also include a short personalised message — just leave your note in the “Gift message” box before checkout.
Q. Are your products handmade?
Our personalised items are put together and hand-finished in person. We also offer a range of handmade pieces in-store; however, these are not available for online purchase.
Shipping
Q. Where do you ship?
We currently offer shipping within New Zealand.
Q. How much does shipping cost?
Please refer to the Shipping Rates chart our Shipping Information page.
Q. How long will my order take to arrive?
Approximately 2 to 7 working days depending on the shipping address.
Q. Do you offer express or tracked shipping?
All our shipping are tracked. Unfortunately, we do not offer express shipping at this point. Courier shipping is our fastest shipping option which delivers in 1 to 3 days to urban addresses.
Q. Do you ship internationally?
We do not offer international shipping at this point.
Q. How do I track my delivery?
You can track your delivery through the tracking number in the order dispatch confirmation email.
Q. What happens if my parcel is delayed, lost, or damaged?
Once your order has been dispatched, delivery times are managed by the courier. If your parcel is delayed, lost, or arrives damaged, please contact us and we’ll assist with following it up or advising next steps.
Q. What payment methods do you accept?
We currently accept credit & debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay. Paypal will be accepted in the near future.
Q. Can I use a gift card or discount code?
Online gift cards will be available soon. At this time, in-store gift cards can’t be used in our online shop. Discount codes are offered during selected events and sales and can be applied at checkout.