FAQ

Frequently Asked Questions

🛍 Orders & Processing

How long will it take to process my order?
Each Poenjoe piece is custom-made to order with care. Most orders are processed within 2–5 business days, though this may vary slightly during busy periods or for highly personalised designs.

Can I change or cancel my order after placing it?
Because your order begins production shortly after it’s placed, we’re unable to cancel or make changes once confirmed. Please ensure all personalisation details, names, and design options are correct before completing checkout.

🚚 Shipping & Delivery

Where do you ship from?
We work with trusted production partners to ensure high-quality results and fast, reliable delivery wherever you are.

How long does delivery take?
Estimated delivery timeframes:

  • New Zealand & Australia: 2–7 business days

  • UK/EuropeUnited States: 5–12 business days

  • Other regions: 10–20 business days

These timeframes are estimates and may vary during peak seasons or due to customs or courier delays.

Will I receive tracking information?
Yes — once your order has been shipped, you’ll receive an email with tracking details so you can follow your parcel’s journey.

🎨 Personalised Products

Can I preview my personalised item before it’s made?
Yes — the preview shown on each product page reflects how your design will appear. Please review all personalisation details carefully, as each order is created especially for you once it’s placed.

Can I request a custom design?
Absolutely! We love helping create meaningful keepsakes. Email hello@poenjoe.com with your idea and we’ll be happy to discuss options.

💳 Returns & Refunds

Can I return or exchange my order?
Because every Poenjoe product is custom-made, we’re unable to offer returns, exchanges, or refunds for change of mind or incorrect personalisation. Once production begins, the item cannot be altered or resold.

What if my order arrives damaged or incorrect?
If your order arrives damaged or with a printing issue, please email hello@poenjoe.com within 7 days of delivery and include clear photos. We’ll happily resolve the issue and arrange a replacement if needed.

You can read our full Refund Policy for more details.

📦 Other Questions

Do you offer gift wrapping?
Not yet — but we’re working on introducing beautiful gift packaging soon!

How can I contact you?
You can reach us through our Contact Us page or email hello@poenjoe.com. We aim to respond within one business day (Monday – Friday, 9 am – 5 pm NZST).

🧡 A Note from Poenjoe

Every product we create is inspired by culture, family, and connection — made to be treasured and gifted with love. Thank you for supporting our small New Zealand business.