TERMS OF SERVICE

Terms & Conditions / Terms of Service

This website is operated by DreamHaven Kreations. By accessing or using any part of the site, you agree to be bound by these Terms of Service.

You must be 18 years or older to use our site.

Product Use & Reselling

- No reselling of custom-made products is allowed.

- Wholesale supplies (cups, beads, lids, etc.) may be resold.

Payments We accept credit cards and Afterpay.

Digital Products Digital downloads are non-refundable.

Shipping & Returns Refer to our Refund and Shipping Policies for full details.

Accuracy & Modifications We reserve the right to update pricing, content, or information at any time.

Terms of Service

Third-Party Links & Tools

We are not responsible for third-party websites or services accessed via our site.

Personal Information All personal data is handled per our Privacy Policy.

Limitation of Liability

DreamHaven Kreations is not liable for any damages arising from your use of the service or products.

Governing Law

These terms are governed by the laws of New Zealand.

Contact Questions? Email us at [email protected].

PRIVACY POLICY

Privacy Policy

At Dream Haven Kreations, your privacy is important to us. This policy explains how we collect, use, and protect your personal information when you visit or make a purchase from our website. What We Collect

To fulfill your order and provide a smooth shopping experience, we collect personal information such as:-

Your name- Contact information (email, phone number, delivery address)- Payment details

Sharing Your Information

We do not sell or share your personal data with other businesses for marketing purposes. We may share your information only with:-

Shipping partners, to deliver your orders- Email marketing services, if you opt-in- Google Analytics, if used in the future

Website Hosting

Our website is hosted on the CCM platform, which provides a secure environment to manage your orders and protect your data.

Data Security

Your information is stored securely and only accessed by authorized team members.

Access, Changes & Deletion

You have the right to request a copy of, update, or delete your personal data.

Please email [email protected] to do so.

Marketing Communications

If subscribed, you may receive promotional emails. You may unsubscribe anytime via email or unsubscribe link.

REFUND POLICY

Refund, Returns & Cancellation Policy

At DreamHaven Kreations, we take care when preparing and packing your order and want you to be happy with your purchase. Please read our refund, return and cancellation policy carefully before placing an order.

By completing your purchase, you acknowledge that you have read and accepted this policy.

Change of Mind

DreamHaven Kreations does not offer refunds, returns or exchanges for change of mind.

Change of mind may include, but is not limited to:

Deciding you no longer want or need the item

Ordering the wrong product, colour, size, quantity or design

Finding the same or a similar product cheaper elsewhere

Wanting to use the money for another purchase or expense

Changing your mind after placing or paying for your order

No longer requiring the product

Accidentally ordering an item where the product information was clearly provided before purchase

Please check your order carefully before completing payment.

We are not required to provide a refund or exchange simply because you have changed your mind.

Order Cancellations

Once an order has been placed and payment has been received, processing may begin immediately. Stock may be allocated, products ordered or prepared, and custom work may commence.

For this reason, order cancellations are not guaranteed.

If you request cancellation before your order has been processed or dispatched, DreamHaven Kreations may choose to approve the cancellation at our discretion.

Where a discretionary cancellation and refund is approved, a 5% cancellation/administration fee may be deducted from the refund, where legally permitted, to contribute towards payment processing and administration costs associated with the cancelled transaction.

The 5% cancellation/administration fee does not apply where you are legally entitled to a refund or other remedy under the New Zealand Consumer Guarantees Act or other applicable law.

Once an order has been dispatched, it cannot be cancelled.

Custom & Personalised Products

Custom-made, personalised and made-to-order products cannot be returned, exchanged or refunded because of a change of mind once production or preparation has begun.

This includes, but is not limited to:

Custom tumblers and drinkware

Personalised products

Custom printed products

Custom designs

Made-to-order products

3D printed products made specifically for your order

Other products customised to your specifications

Please ensure all names, spelling, colours, designs and other customisation details are correct before confirming your order.

This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise does not meet your rights under applicable New Zealand consumer law.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If you believe an item is faulty, damaged or you have received an incorrect product, please contact us as soon as possible at [email protected] and provide:

Your name

Order number

Details of the issue

Clear photographs and/or video showing the problem

We will assess the issue and work with you to provide an appropriate remedy in accordance with our obligations under the New Zealand Consumer Guarantees Act 1993.

Depending on the circumstances, the appropriate remedy may include repair, replacement or refund.

Please do not dispose of, alter, use further or return the affected product until we have responded to your claim.

Returns

Please do not return any product to DreamHaven Kreations without contacting us first.

If a return is required, we will provide instructions on how and where the item should be returned.

Unauthorised returns may not be accepted.

Where a return is required because an item is faulty, damaged, incorrectly supplied or otherwise covered by your legal consumer rights, return costs will be handled in accordance with applicable New Zealand consumer law.

Non-Returnable Items

Unless required by law, we do not accept change-of-mind returns or exchanges for:

Custom or personalised products

Made-to-order products

3D printed products made to order

Sale or clearance items

Gift cards

Digital products or designs once supplied

Products that have been used, altered or damaged after delivery

Refunds

Where a refund is approved, we will advise you once it has been processed.

Refunds will generally be returned to the original payment method used for the purchase.

Please allow approximately 5–10 working days for an approved refund to appear in your account. Actual processing times may vary depending on your bank or payment provider.

Any discretionary cancellation refund may be subject to the 5% cancellation/administration fee outlined above.

No cancellation or administration fee will be deducted where doing so would reduce a refund or remedy that you are legally entitled to receive.

Shipping & Handling Fees

Original shipping and handling fees are generally non-refundable once an order has been dispatched, as costs have already been incurred in packaging, preparing, handling and sending your order.

Please refer to our Shipping Policy for further information regarding shipping and handling charges.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand consumer law.

Where your legal consumer rights apply, those rights take priority over this policy.

SHIPPING POLICY

Shipping Policy

Thank you for shopping with DreamHaven Kreations! We are committed to packing your order carefully and getting it to you as quickly and safely as possible.

Where We Ship

We currently ship to:

New Zealand

Australia

Order Processing Time

Orders are processed and packed as soon as possible once payment has been received.

Most in-stock orders are processed and shipped within 1–3 working days. Please note that custom-made, personalised and 3D printed products may have longer processing times, as stated on the relevant product listing.

Working days exclude weekends and public holidays.

Delivery Timeframes

We use NZ Post via GoSweetSpot as our main courier service.

Estimated delivery times are:

New Zealand

Auckland & North Island: approximately 2–5 business days

South Island: approximately 3–7 business days

Rural areas may take longer

Australia

Estimated delivery time: up to 14+ business days

These are estimated courier delivery timeframes and do not include DreamHaven Kreations' order processing time.

Shipping & Handling Fees

Shipping and handling fees are calculated at checkout based on factors including the size, weight and type of products in your order.

Please note that the shipping amount charged at checkout is not necessarily the exact amount paid to the courier.

Our shipping and handling charges contribute towards the overall cost of preparing and sending your order. This may include:

Courier/postage charges

Shipping boxes, satchels and other packaging

Protective packaging materials

Packing tape and other consumables

Thermal shipping labels

Handling and preparation of your parcel

As these costs form part of fulfilling and safely sending your order, the final courier charge shown on the shipping label or tracking information may be less than the shipping and handling amount originally paid.

The difference between the shipping and handling fee charged and the final courier charge is not automatically refundable, as the shipping fee also contributes towards the packaging and handling costs associated with your order.

Rural & Local Delivery

Please ensure you select the correct shipping option at checkout, particularly if you live at a rural address.

If a rural delivery option is required but has not been selected, DreamHaven Kreations may send an additional invoice for the outstanding shipping amount. This must be paid before your order can be dispatched.

As a small business, we are unfortunately unable to absorb additional courier charges caused by an incorrect shipping option being selected.

Tracking & Notifications

Once your order has been shipped, you will receive an email containing your tracking information.

For enquiries regarding the location or delivery of a parcel once it is with the courier, please contact the courier directly using your tracking information.

Change of Delivery Address

You may request an update to your delivery address before your order has been shipped by contacting [email protected].

Once your parcel has been dispatched, any address changes will need to be arranged directly with the courier and cannot be guaranteed by DreamHaven Kreations.

Courier Delays, Loss or Theft

Occasionally, shipping delays may occur due to circumstances outside of our control.

If your parcel is delayed, please allow additional time for the courier to complete delivery.

DreamHaven Kreations cannot control courier delays once an order has been dispatched.

If tracking shows that your parcel has been delivered but you cannot locate it, please contact the courier in the first instance so the delivery can be investigated.

Nothing in this Shipping Policy limits any rights you may have under applicable New Zealand consumer law.

Non-Refundable Shipping & Handling Fees

Original shipping and handling fees are generally non-refundable once an order has been dispatched, as these fees contribute towards both the courier service and the packaging, preparation and handling costs already incurred in fulfilling your order.

A difference between the amount charged for shipping and handling and the final courier postage cost does not automatically entitle the customer to a refund of the difference.

If DreamHaven Kreations determines that a significant shipping overcharge has occurred, we may choose to provide a partial refund or credit at our discretion, where appropriate.

This does not affect any rights or remedies available to customers under New Zealand consumer law.

DreamHaven Kreations – Live Sale Terms & Conditions

By participating in any DreamHaven Kreations live sale, you acknowledge and agree to the following terms and conditions. These rules are in place to ensure fairness for all customers and to protect the time, effort, and sustainability of our small business.

1. Claiming Items

All items are first in, first served based on the order claims are received during the live.

Please ensure you are paying attention to the live order. Items will be shown in a set sequence.

If you are waiting for a specific product that has not yet been shown, it will be displayed towards the end of the live, where possible.

Sublimation Equipment Disclaimer

By purchasing any sublimation products or DIY kits from DreamHaven Kreations, you acknowledge and agree to the following:

Sublimation requires high heat application which may release gases from inks, coatings, and transfer materials during the heating process. Any oven, air fryer, or heating appliance used for sublimation should be dedicated for crafting purposes only and must not be used for food preparation thereafter.

DreamHaven Kreations is not responsible for the misuse of household appliances or equipment used during the sublimation process. It is the customer’s responsibility to ensure that appropriate, dedicated equipment is used safely and in accordance with manufacturer guidelines.

By proceeding with purchase and use, you accept full responsibility for the equipment and environment used in the sublimation process.

2. Deposits & Customer Eligibility

Existing / regular customers:
No deposit is required.

New customers:
A deposit is required to participate in live sales.

After three (3) completed purchases with DreamHaven Kreations, no deposit will be required for future live sales. This process helps build trust within the business.

Deposits are non-refundable once a claim has been made.

If a deposit is paid and no items are claimed, the deposit will be refunded.

3. Payment Timeframes

All claimed items must be paid within 5 days of the claim date.

Day 1 is the claim day.

Please do not claim items if you are unable to pay within this timeframe.

If you require a prior arrangement, you must message me before claiming.
Approval is not guaranteed and will be assessed at my discretion.

4. Holding of Claimed Items

All claimed items will be held for a maximum of 7 days only.

Items will not be held beyond this timeframe under any circumstances.

If a prior arrangement is requested, DreamHaven Kreations will decide whether this can be approved.
Approval is not guaranteed and is assessed on a case-by-case basis.

5. Non-Payment, Order Cancellation & Reinstatement

If payment is not received by the due date, and no communication has been made, your:

Order will be cancelled

Items will be returned to stock

Live sale claiming privileges will be revoked

To participate in future live sale claims after a cancellation, a $10 reinstatement fee will be required.
This fee helps cover the loss and time associated with unpaid and cancelled orders.

You will still be welcome to purchase via the website, even if live claiming privileges are restricted.

6. No Follow-Ups Policy

Due to time constraints, individual payment follow-ups will not be sent.

It is the customer’s responsibility to track invoices and due dates.

No communication + no payment = automatic cancellation.

7. Responsible Claiming

Please only claim what you can afford.

These rules are in place to keep live sales fair for everyone and to protect the business.

DreamHaven Kreations is a small business, and live sales require significant planning and preparation, often late at night. Your understanding and respect are greatly appreciated.

8. General Conditions

By claiming during a live sale, you are entering a binding agreement to purchase.

Prices shown during live sales are final unless stated otherwise.

DreamHaven Kreations reserves the right to:

Refuse service

Decline live sale participation

Update these terms and conditions at any time

Thank you for supporting DreamHaven Kreations and for helping keep our live sales respectful, fair, and enjoyable for everyone 🤍