Frequently Asked Questions FAQ

Get your answers here!

SHIPPING & BILLING:

Incorrect shipping address used at checkout

So sorry this happened! We typically respond to all customer enquiries within 2-3 business days. If you reach out to us at scensationery.supplies@gmail.com we will always check and see if it’s possible to make a change but we cannot guarantee changes to an order once it has been placed. If your order has already been fulfilled then we will not be able to make additional changes to it.

My Tracking number hasn't updated

First, I'd start by contacting NZPost at the phone number +64 9 977 0102 or 

  • Completing an online enquiry form via their website www.nzpost.co.nz
  • Writing to NZ Post, Customer Care Centre, Private Bag 208038, Highbrook, Auckland 2161 

 If you're having trouble, email us at scensationery.supplies@gmail.com so we can assist.

 

What types of payment do you accept? 

There is a range of ways to make payment. We accept payments from either credit/debit cards, ShopPay, PayPal, & Afterpay. In order to use Afterpay at the checkout, the order has to be over $50. 

What countries do you ship to?
 

We currently offer shipping to New Zealand, Australia, and the United States. If you're located outside these countries and would like to place an order, please contact us at scensationery.supplies@gmail.com. We can temporarily adjust our shipping settings to accommodate your location.

Shipping costs are calculated based on the weight of your order and are determined by NZ Post rates.

We’re excited to bring our products to customers worldwide and will assist with any special requests.

How long does shipping take? 

All orders are processed and shipped within a 3-week time frame. For domestic New Zealand orders, packages are typically shipped out within 1 week, with delivery expected within 2-3 business days after shipping.

International orders may take between 2-4 weeks for delivery, depending on the destination. Please note that shipping times may vary based on location and external factors, but we strive to get your products to you as quickly as possible.

Can I track my order?

All orders shipped in a box will include a tracking code, allowing you to track your package through NZ Post.

Unfortunately, orders sent via an envelope cannot be tracked, as this service is not offered by the courier for envelope shipments.

For more details on how to use the NZ Post Tracking Tool, please visit NZ Post Tracking Tool.

What should I do if my order hasn't arrived? 

 If your order hasn’t arrived and the tracking code confirms non-delivery, we will send out a replacement package at no additional cost to you, excluding shipping fees. To resolve this issue, please email us at scensationery.supplies@gmail.com, and we’ll work quickly to ensure your order reaches you as soon as possible.

Can I cancel or change my order after it’s been placed?

If you wish to cancel your order, it must be done within 2-3 business days to receive a full refund.

For changes or customisations, as long as the order has not yet been fulfilled, you are welcome to make adjustments. Any adjustments may take up to 2 business days to change if customisation is being done. 

Scensationery may cancel orders for any reason, (i.e the item that is not handmade is out of stock, pricing errors, credit card payment is declined by the issuing financial institution). 

Please contact us as soon as possible to request any changes, and we'll be happy to assist!

What should I do if I received the wrong item?

If you’ve received the wrong item, I will personally ensure a new, correct order is sent out to you at no extra cost. You’re welcome to keep the incorrect order, or if you prefer to return it, please contact me to arrange the return. Either way, I’m committed to making things right! Feel free to email me at scensationery.supplies@gmail.com for any assistance.

 

    RETURN & REFUND POLICY:

    At Scensationery Supplies, we’re all about bringing joy to our customers. That’s why we offer a Satisfaction Guarantee on all our products. If you’re not happy with your purchase, simply return it within 30 days. All returns require prior approval from Scensationery Supplies. We’ll refund your original payment method, minus the return shipping cost, as long as the item is unused and in its original packaging.

    Your happiness is our priority, and we’re here to ensure you love what you receive!

    Returns

    Our Customer Service team is happy to get you everything you need for a successful return. You are responsible for the cost of the return shipping (it will be deducted from your refund) for all products that are being returned unless otherwise specified by our Customer Service team.

    If you need to process a return, please reach out to our team at scensationery.supplies@gmail.com

    Damaged, incorrect or missing items

    If you received a damaged item, incorrect item, or something was missing from your shipment (my sincere apologies!), we will immediately send a replacement item or offer a full refund (including any return shipping fees) for the item.

    Please reach out to our Customer Service team at scensationery.supplies@gmail.com for further assistance.

    If your product is damaged or missing an item, please send over a picture of the product with your email!

    Refunds

    Your refund will be issued via the same payment method used for the original purchase. Shipping and handling costs are non-refundable, and the cost of the return shipping will be deducted from your refund unless otherwise specified by our Customer Service team.

    When your return is received by Scensationery Supplies, you will receive an email confirmation listing the items we received, their condition, and the refund value. Please allow up to 2 weeks for the credit to be reflected in your account. Allow up to 2 billing cycles for the credit to appear on your credit card statement.

    CUSTOMISATION/PACKAGING:

    Do you offer custom or personalised products?

    Yes, we do offer customisation and personalisation on our products! As a business specialising in handmade items, you can choose individual stickers from a matching sticker sheet theme when making a purchase.

    Additionally, with our journals, you can have a name or any custom text placed on the front cover at no extra cost.

    We love adding personal touches to make each product unique for you!

    What are your product care instructions?

    To ensure the longevity of our products, here are some care instructions:

    • Sticker Sheets: These are not waterproof. To maintain their scent, keep them in the plastic sleeves they arrive in.
    • Individual Stickers: If used on items like tumblers, they will not be scented. Only stickers applied to non-waterproof surfaces, like journals, will retain their scent. Waterproof stickers do not hold scent for long.
    • Greeting Cards: For a longer-lasting scent, store them in the plastic sleeve provided to protect the fragrance.

    OTHER STUFF

    I have some feedback about my products...

    Awesome, We're always looking for ways to make Scensationery even better. Please send any and all feedback our way: scensationery.supplies@gmail.com

    Is Scensationery Supplies on Social Media?

    Yes! You can follow us on TikTok & Instagram, at the following links: 

    Tiktok: https://www.tiktok.com/@bec.scentedstationery 

    Instagram: https://www.instagram.com/scensationery_supplies/