Can't find the answer you're looking for? We've shared some of our most frequently asked questions to help you out!
Custom Merch are specialises in creating personalised apparel and accessories. We offer a wide range of customisable products to a diverse clientele, including groups, families, sports clubs, teams, businesses, and individuals.
At Custom Merch, customers can select their desired products, customise them with their own designs or artwork, and place orders conveniently through our website. We then fulfil these orders using high-quality printing and decoration techniques.
Yes, Custom Merch caters to everyone. Whether you're looking for a single customised item or bulk orders for your organisation or event, we have options to meet your needs.
Yes, all of our products are customizable. However, there may be certain limitations based on the product type or material. Please check the product details for customization options.
We are located in Ashburton, NZ, but we serve customers nationwide through our online platform.
You can reach out to us through our contact form on the website or via email at hello@custommerch.co.nz. We strive to respond to all inquiries promptly.
Custom Merch offers a diverse range of products, including apparel (t-shirts, hoodies, sweatshirts), accessories (tote bags, hats), and more.
Unfortunately, we do not offer physical samples. However, we provide high-resolution images and detailed descriptions of our products to give you a clear idea of what to expect.
While we strive to accommodate various designs, there may be limitations in terms of size, colour, or complexity. We recommend reviewing our artwork guidelines for best results.
Yes, we are committed to sustainability. We offer eco-friendly product options, including organic cotton apparel and recycled materials for certain products.
Yes, each product comes with specific care instructions to ensure longevity. We recommend following these instructions to maintain the quality of your customised items.
We accept payments via credit/debit cards (Visa, Mastercard, American Express), and Laybuy.
The product price displayed on our website includes all applicable taxes and fees. However, additional charges may apply for shipping, depending on the delivery location and shipping method chosen.
Payment is required upfront at the time of placing the order.
Yes, we prioritise the security of our customers' payment information. Our website employs encryption and follows industry-standard security protocols to protect your data.
To place an order, simply browse our website, select your desired products, customise them as needed, and proceed to checkout. Follow the prompts to enter your shipping and payment details to complete the order.
Once an order has been placed, changes may be possible within a limited timeframe. Please contact our customer support team immediately with any change requests, and we will do our best to accommodate them.
Once your order has been placed, you will receive emails containing a status timeline. You can use this information to track the status of your order.
Due to the custom nature of our items, we do not accept returns or exchanges unless the product arrives damaged or defective. We understand the importance of your satisfaction and strive to ensure that each custom creation meets your expectations. If you encounter any issues with your order, such as receiving a damaged or defective product, please contact our team, and we'll be happy to assist you in resolving the issue promptly.
You may cancel your order within a limited time frame after placing it. Please contact our customer support team as soon as possible to request a cancellation. Orders that have already been processed or shipped may not be eligible for cancellation.
We offer various shipping options, including standard and overnight shipping, depending on your location and urgency.
Delivery times vary depending on the shipping method selected and your location. Typically, orders are delivered within 1-3 business days once collected.
Yes, we offer international shipping to many countries worldwide. Shipping rates and delivery times may vary depending on the destination. Please contact us to discuss your options.
We take great care in packaging orders securely to ensure they arrive safely. Additionally, we provide tracking information so you can monitor the progress of your delivery.
If your order arrives damaged or is lost during shipping, please contact our team immediately. We will work with you to resolve the issue and arrange for a replacement or refund if necessary.
Absolutely! We welcome custom design requests. Please contact our team with your specific requirements, and we'll work with you to bring your vision to life.
While we strive to accommodate a wide range of designs, there may be certain restrictions based on copyright, trademark, or offensive content. Our team will review your artwork to ensure it meets our guidelines.
We do not have a minimum order quantity for customisations. Whether you need one item or a large quantity, we're here to accommodate your needs.
You can upload your custom artwork or design directly through our website during the ordering process. Alternatively, you can email your artwork to our team, and we'll assist you with the customisation process.
At Custom Merch, we take pride in the quality of our products and strive to ensure your satisfaction with every order. However, due to the custom nature of our items, we do not accept returns or exchanges unless the product arrives damaged or defective. We encourage you to review your order carefully before submitting it to ensure that all details are accurate and meet your expectations.
In the unlikely event that you receive a damaged or defective item, please contact our team immediately. We apologise for any inconvenience this may cause and will work swiftly to resolve the issue. Please provide us with details and photos of the damage or defect, and we'll arrange for a replacement or refund as appropriate.
Refunds are only issued in cases where the product is damaged or defective upon arrival. If you believe you are eligible for a refund, please contact our team within 7 days of receiving your order. We'll guide you through the refund process and may request additional information or documentation to facilitate the refund.
Once we've received and inspected the returned item, we'll notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 2 business days. Please note that processing times may vary depending on your financial institution.
While creating an account is not mandatory, it allows for a faster checkout process and provides access to order history and tracking information.
Yes, we take the security and privacy of our customers' personal information seriously. Our website employs encryption and other security measures to protect your data.
You can update your account information and preferences by logging into your account on our website.
We respect your privacy and do not share your personal information with third parties for marketing purposes. Please review our Privacy Policy for detailed information on how we handle your data.
