Customer care & refund policy

Welcome to Carousel Alley — where childhood magic and keepsake memories are made.

We’re so happy you’re here! Below you’ll find all the important information about orders, shipping, and our refund policy.

✨ Our Promise

Each Carousel Alley piece is thoughtfully designed and packaged with care in New Zealand.
We want you to absolutely love your order, and we’re always here to help if something isn’t right.

💕 Personalised & Made-to-Order Items

Many of our products are custom-made or personalised, such as hand-drawn illustrations, name prints, and keepsake dresses.
Because these are made especially for you, we cannot accept returns or cancellations once production has begun.

Please double-check all names, dates, and details before confirming your order or approving your artwork proof.
If you notice an error, email hello@carouselalley.co.nz right away — we’ll do our best to assist if production hasn’t started yet.

🛍️ Ready-to-Ship Items

For non-personalised, ready-to-ship products, we happily accept returns or exchanges within 7 days of delivery, provided that:

The item is unused and in its original condition and packaging.
You contact us before returning it.
Return shipping costs are covered by the customer.

Once the returned item has been received and inspected, we’ll process a refund or exchange within 3–5 business days.

💔 Damaged or Incorrect Items

We take pride in our quality control and packaging, but if your order arrives damaged or incorrect, please contact us within 7 days of receiving it.
Email hello@carouselalley.co.nz with:

Your order number
Photos showing the issue

We’ll arrange a replacement or refund as quickly as possible — our goal is always to make it right.

📦 Shipping & Lost Parcels

All orders are shipped with trusted couriers and include tracking.
Once your parcel has left our studio, we’re not responsible for courier delays or lost parcels, but we’ll always help you liaise with the courier to resolve any issues.

We recommend choosing tracked shipping for peace of mind.

✨ Cancellations

If you need to cancel an order:

Before production begins: we can usually process a cancellation and full refund.
After production or artwork proof sent: refunds may not be possible.

Please email us as soon as possible to discuss your situation.

🎁 Gifting

We offer beautiful gift wrapping and can include a free handwritten message — just add your note in the order comments at checkout.
If your order is being sent directly to a loved one, we’ll remove pricing from the parcel.

🌿 Sustainability

We care deeply about our planet. Our packaging is eco-friendly, recyclable, and compostable wherever possible.
Each order is designed to be kind to the earth while still keeping the magic alive.