Customer Service

Shipping & Delivery
Privacy & Security
Returns & Replacements
Ordering
Payment, Pricing & Promotions
Viewing Orders
Updating Account Information

Shipping & Delivery: Posting within the North Island of New Zealand $6 per item PLUS $1.00 per kg - Delivery within 3 working days.; Posting to the South Island of New Zealand $7.50 per item PLUS $1.00 per kg - Delivery within 5 working days.; Courier within the North Island of New Zealand $8 per item PLUS $4 per kg - Delivery the following working day.; Courier to the South Island of New Zealand $12.00 per item PLUS $4 per kg - Delivery within 2 working days.; Rural Delivery add $6 to above rates. Additional 1 day to delivery time frame.
Privacy & Security: Your privacy is important to us! Making a purchase requires that you supply your contact information (name-email-address-shipping address). When purchasing, you will create an account that will store your information, so the next time you shop with us, you will simply log in. Your information is strictly confidential. We use this for your convenience, and to process your order. You can be confident that your payments are secure. The information you provide to us will be used solely by us, to process your orders. We will not distribute, display or sell any information you entrust to us. We will not allow any third party access to your personal information unless forced to do so by law. We will not solicit you or contact you outside of order processing.; If you wish to receive our Newsletters or specials, as they occur, please proceed to our Mailing List.; Please feel free to contact us with questions and concerns.
Returns & Replacements: As part of our customer service to you when shopping at Word Gems, we hope that you will be delighted with your wall decals. If there are occasions where you feel it necessary to return an item, we aim to keep the process as simple as possible.; However, we reserve the right if an item is personalised with names we will be unable to receive a return unless the item is damaged, in which case we will replace the item, no questions asked, please return it within 7 days in the condition you received it, for a replacement or store credit refund. The product needs to be in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods.; N.B. Please note we are unable to give refunds for orders that have been applied to the wall.
Ordering: You will receive an email when your order has been shipped.
Payment, Pricing & Promotions: Online Security is of paramount importance to the Word Gems team and we use secure SSL hosting which means all online communications are secure and encyrpted. All payments include GST. We accept all major credit and debit cards. Please note your bank account will be debited once you have placed your order and before your items are dispatched. Word Gems reserve the right to decline to despatch any products that they deem to be incorrectly priced on the website. If this situation occurs, the customer will be requested to make a further payment to purchase the product or alternatively a full refund will be given.
Viewing Orders: After making a purchase, you will be sent your account details to enable you to login to the Word Gems website to view orders, print off invoices, make wishlists, and manage your details. Please use the login link located at the top right of our site - Log in to access your account.
Updating Account Information: Please use the login link located at the top right of our site - Log in to access your account.