Frequently Asked Questions

Personalising your HARNZ product is easy. On the product page, select the options available and enter the name, wording, date or other details you'd like us to use. Some products may also allow you to upload a photograph, logo or artwork. Please double-check all personalisation details before submitting your order, as we generally create your product using the information exactly as you provide it.

Absolutely! We love creating custom products. If you have an idea, design or personalisation request that isn't available through the standard options on our website, please contact us. We'll let you know whether we can create it and whether any additional design or production charges apply.

Yes, selected products can be personalised using your own photographs. For the best results, please provide the highest-quality original image available. Avoid screenshots, heavily compressed images or blurry photos where possible. The quality of the finished product will depend partly on the quality of the image supplied.

Yes! We offer logo engraving and custom branding on a range of products. This is perfect for businesses wanting promotional products, client gifts, staff gifts, event merchandise or branded products. For larger quantities, please contact us through our Corporate & Bulk Orders enquiry option for a quote.

For engraving, a high-quality logo with clear lines usually produces the best result. Vector files such as SVG, AI, EPS or PDF are ideal where available. High-resolution PNG or JPG files may also be suitable depending on the design. If you're unsure, simply send us the best-quality version you have and we'll let you know if it's suitable.

For some custom or more complex orders, we may provide a digital proof for approval before production. Simple personalised products may not require a proof. If a proof is provided, please check all names, spelling, dates, wording, layout and other details carefully before approving it. Once approved, we'll use that design to produce your order.

Please check all personalised information carefully before placing your order. If you notice a mistake after ordering, contact us as soon as possible. If production hasn't started, we'll do our best to correct it. Once engraving, printing or production has started, however, we may not be able to make changes.

Our product images are designed to provide an accurate representation, but personalised products are individually created and small variations can occur. Natural materials such as wood can vary in grain, colour, texture and engraving appearance. Colours may also appear slightly different depending on your device or screen settings. These small variations are normal and help make each product unique.

Engraving reacts differently depending on the material, coating, colour, grain and surface of each product. For this reason, engraving can appear lighter, darker or slightly different between individual items. This is a normal part of laser engraving and is not usually considered a fault.

Personalised products require additional time because each item is individually prepared and customised for you. Production time depends on the product, quantity and complexity of the personalisation. Any estimated production timeframe shown on the product page is separate from shipping time unless otherwise stated. Large, corporate or highly customised orders may require additional production time.

Yes. We ship orders throughout New Zealand. Shipping costs and available delivery options are displayed during checkout where applicable. Some large or bulky products may require a separate freight quote or shipping arrangement. Please see our Shipping Policy for further information.

Delivery times depend on your location, the shipping service being used and the type of product ordered. Please remember that personalised products must first be created before they can be dispatched. Once your order has been shipped, delivery is handled by the relevant courier or freight provider and delays outside our control can occasionally occur.

If you need your order by a particular date, please contact us before placing your order. We'll let you know whether your requested timeframe is achievable. We'll always do our best to help, but we cannot guarantee urgent turnaround or courier delivery dates unless specifically agreed.

Please contact us immediately if you need to make a change. If we haven't started production, we may be able to update your order. Once engraving, printing, cutting or production has started, changes may no longer be possible.

Please contact us as soon as possible if you wish to cancel. If production hasn't started and special materials haven't been ordered specifically for your order, cancellation may be possible. Once a personalised or custom product has entered production, cancellation may not be possible because it has been made specifically for you.

Because personalised products are made specifically for each customer, we generally cannot accept returns or exchanges simply because you've changed your mind. However, your rights under applicable New Zealand consumer law still apply. Please see our Refund Policy and Personalisation & Custom Order Policy for full details.

Please contact us as soon as reasonably possible and provide your order number, a description of the problem and clear photographs of the product and any relevant packaging. We'll review the issue and work with you to provide an appropriate solution where required. If we have made a personalisation error or the product has a genuine fault, we'll address it in accordance with applicable New Zealand consumer law.

Yes. Bulk pricing may be available depending on the product, quantity and personalisation required. Please contact us with the product you're interested in, approximate quantity, required personalisation and desired delivery date, and we'll prepare a quote.

Yes! We can create personalised and branded products for businesses, organisations and events. Depending on the product, we can add your company name, logo, website or other branding. Our products can be suitable for client gifts, staff gifts, promotional products, corporate events, product launches, conferences, business giveaways, branded merchandise, and Christmas gifts. Contact us through our Corporate & Bulk Orders page to discuss your requirements.

Depending on the product and quantity, we may be able to produce a sample or arrange artwork approval before proceeding with a larger order. Sample, setup, design and shipping charges may apply. Please contact us to discuss your requirements.

Yes. You can enter the recipient's delivery address when placing your order. Please make sure the shipping details are correct before completing checkout.

Selected products or orders may offer the option to include a gift message. If this option is available, it will be displayed on the product or checkout page.

Gift wrapping or gift packaging may be available for selected products. Where available, you'll see the option on the relevant product page.

Available payment methods will be displayed securely at checkout. Payment must be successfully completed before we begin processing your order unless alternative arrangements have been agreed for an approved corporate or bulk order.

Yes. Our online store is powered by Shopify and payments are processed through the secure payment options available at checkout. HARNZ does not receive or store your complete card details when payment is processed through a third-party payment provider.