FAQ

WHERE IS YOUR STORE BASED?
We are based in Hamilton, New Zealand.

HOW DO I PLACE AN ORDER?
All orders are required to be placed through our website. All non-custom products can be purchased as on any online store (add to cart, checkout) and our Wall Hangings contain instructions in the product description on how to fill your order out.

HOW WILL I KNOW IF I HAVE MADE MY ORDER CORRECTLY?
You will receive a confirmation email shortly after placing your order. Please make sure you check your junk and spam folders. If you still cannot find your confirmation email then let us know at tillyroseandco@gmail.com and we will resend it to you.

I'VE CHANGED MY MIND ABOUT MY ORDER, WHAT SHOULD I DO?
If you have changed your mind about something please email us straight away with what you want to change, add or remove. As long as your parcel hasn't been shipped yet we will make the changes you've requested and refund or invoice you the difference. Please do this as quickly as possible.

I WANT TO ADD SOMETHING TO MY ORDER, DO I NEED TO PAY FOR SHIPPING TWICE?
As long as your order has not been booked with the courier yet we will happily ship additional items along with your first order, just send us an email.

WHAT SHOULD I DO IF I HAVE MADE AN ERROR IN MY ORDER?
If you have made an error when ordering then please email us straight away so we can amend your order before it is shipped. If you have been overcharged we will refund the difference straight away. Likewise if you have been undercharged we will send you an invoice containing the difference and your order will be processed once this payment has cleared.

WHAT PAYMENT METHODS DO YOU TAKE?
We accept New Zealand bank transfer and all major credit cards which are processed through Stripe at our secure checkout. We also offer Pay by Laybuy, where you can get your goods now and pay your order off interest free over 6 weeks.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

I endeavour to put your order on the courier as soon as possible, however since I make the wall hangings to order - It could range from a couple of days to a week, until I complete it ready to send. Once sent, within NZ it should take 1-3 days to arrive. But as you know, I am also a Mum, so sometimes life gets in the way. If your order is delayed, I will contact you.

I'VE RECEIVED MY ORDER AND SOMETHING IS WRONG.
If you have any problems once you have received your order, please see our returns page.

CAN YOU SEND MY ORDER UNTRACKED?

No. We do not offer untracked delivery on any items. This is both to safeguard you as a customer, and ourselves as a business, should anything go wrong.