Frequently Asked Questions

Ordering

How do I place an order?

Choose your preferred product, select the required size, colour and personalisation options, then add it to your cart and complete checkout.

Please check that all names, dates, wording, sizes and other details are correct before submitting your order.

What payment methods do you accept?

We accept:

• Afterpay

• PayPal

• Credit and debit cards

• Bank transfer

Custom orders must be paid in full before any designing, printing or production begins.

Can I change or cancel my order?

Contact us as soon as possible at info@thekustomizer.co.nz.

We cannot guarantee that changes or cancellations will be possible once designing, printing or production has started. Personalised products cannot be resold, so please carefully check all information before placing your order.

Products and Sizing

What clothing brands do you use?

We use quality garments from established, well-known clothing brands and offer a wide range of styles, colours and sizes.

The garment used may vary depending on the product, size, colour and stock availability. Please contact us if you would like to confirm the garment brand before ordering.

How do I choose the correct size?

Please check the size guide provided on the relevant product page before ordering.

Garment measurements can vary between different brands and styles. We recommend comparing the measurements against a similar garment you already own rather than relying only on your usual size.

Can I supply my own clothing for printing?

No. We do not print on customer-supplied garments.

We supply the garments ourselves so that we can maintain consistent product and print quality. We have a wide range of trusted clothing brands, styles and colours available.

Will the printed colours look exactly the same as they do on my screen?

Colours may appear slightly different depending on your device, screen settings, garment colour and printing method. We do our best to represent our products accurately, but exact colour matching cannot always be guaranteed.

Custom Orders and Designs

Do you create custom or personalised clothing?

Yes. We create custom apparel for individuals, families, memorials, birthdays, reunions, events, groups and other special occasions.

Contact us at info@thekustomizer.co.nz to discuss your requirements before ordering.

Is there a fee for creating custom artwork?

Yes. Our standard custom-design fee is NZ$50 and must be paid before we begin designing.

The fee includes:

• A custom design based on your brief

• Print-ready artwork for your apparel

• Two rounds of revisions

Further revisions are charged at NZ$25 per round and must be paid before the additional changes are made.

View and purchase the Custom Design Fee

What information should I provide for a custom design?

Please provide as much information as possible, including:

• The wording, names and dates required

• Preferred colours

• The type and colour of garment

• Your required sizes and quantities

• Suitable reference images

• Your preferred design style

• The date you need the order

Clear instructions and good-quality reference images help us understand your idea and avoid unnecessary revisions.

Will I receive a proof before my custom order is printed?

Yes. Where a design proof is required, it will be sent to you for approval before printing.

Please carefully check all spelling, names, dates, colours and placement. Once you approve the proof, The Kustomizer is not responsible for errors that were present in the approved design.

When does work begin on my custom order?

Custom design and production work begins only after full payment has been received and we have all the information required to complete your order.

Delays in supplying information or approving the design proof may delay completion of the order.

Do you accept bulk or group orders?

Yes. We can assist with orders for families, reunions, schools, churches, sports teams, businesses, memorials and community groups.

Email info@thekustomizer.co.nz with the design details, garment type, sizes, quantities and required date so we can discuss your order.

Shipping and Delivery

How long will my order take to arrive?

Our estimated delivery timeframes are:

• New Zealand: 5–10 business days

• Australia: 8–15 business days

• Rest of the world: 14–20 business days

• VIP orders: Delivery date set by the organiser

These timeframes exclude public holidays. Orders placed after 1pm New Zealand time are processed the following business day.

Custom and large orders may require additional time. If your order is needed for a particular event, please contact us before ordering.

Read our full Shipping and Delivery information

Do you offer local pickup?

No. Local pickup is not available. All orders are shipped to the delivery address entered at checkout.

Do you ship internationally?

Yes. We ship to most countries.

Available destinations and shipping charges will be shown at checkout. Please contact us if your country is not available.

Will I have to pay customs duties or import fees?

International orders may be subject to customs duties, taxes or import fees imposed by the destination country.

These charges are not included in your purchase or shipping payment and are the responsibility of the recipient.

Can you guarantee delivery by a particular date?

We will always do our best, but courier delivery dates cannot be guaranteed.

If you need an order for a birthday, funeral, reunion or other event, please contact us before ordering and allow additional time for production and possible courier delays.

What should I do if my parcel is delayed?

First, check the tracking information supplied with your order.

If there has been no tracking movement or the parcel is taking longer than the estimated delivery period, contact us at info@thekustomizer.co.nz with your order number. We may need to open an investigation with the courier before confirming whether the parcel is lost.

Returns and Problems

Can I return or exchange a customised product?

Customised and personalised products cannot be returned, exchanged or refunded because they have been made specifically for you.

This does not affect your rights if the product is faulty, damaged or materially different from what you ordered.

Choosing the wrong size, changing your mind or submitting incorrect personalisation details does not make a customised product faulty.

What if my order arrives faulty, damaged or incorrect?

Contact us promptly at info@thekustomizer.co.nz and include:

• Your order number

• A description of the problem

• Clear photographs of the product

• A photograph of the packaging if it was damaged during delivery

Please do not wear, wash or alter the item while your claim is being reviewed.

Garment and Print Care

How should I wash my printed clothing?

To help protect the garment and print:

• Turn the garment inside out before washing

• Use a cold, gentle machine wash

• Wash with similar colours

• Use mild detergent

• Do not use bleach

• Do not soak

• Do not dry-clean

• Air-dry in the shade where possible

• Do not iron directly over the printed design

Avoid high heat, as it can damage both the garment and the print.

Contacting Us

How can I contact The Kustomizer?

Email us at info@thekustomizer.co.nz.

When contacting us about an existing purchase, please include your order number so we can assist you more quickly.