FREQUENTLY asked questions

  • Just browse our collection, add your chosen pieces to the cart, and follow the prompts at checkout. It’s quick and easy, and we'll handle the rest!

  • We accept all major credit cards and PayPal, so you can pay securely with whichever method suits you best.

  • If you need to make a change or cancel, reach out to us at hello@conceptroguestudio.co.nz as soon as possible. We’ll do our best to accommodate, but if your order has already shipped, we'll guide you through the next steps.

  • Yes, we do! If you’re outside New Zealand, send us an email at hello@conceptroguestudio.co.nz, and we’ll sort out the best shipping option for you. Keep in mind, international orders may come with additional customs duties or taxes, which are the customer’s responsibility.

  • We process orders within 2-5 business days. After that, delivery times depend on the courier and your location. We’ll send you tracking info as soon as your order is on its way.

  • Once your order ships, we’ll email you a tracking link. You can also log in to your account on our website to keep an eye on its journey.

  • We don’t offer refunds or exchanges for change of mind, but if your item arrives faulty or damaged, we’re here to help. Let us know within 5 working days at hello@conceptroguestudio.co.nz, and we’ll take care of it.

  • Reach out to us with details of the issue. If a return is needed, send it back in its original condition with tracked shipping. We’ll issue a refund or replacement if the item is found faulty, minus a 10% restocking fee.

  • Many of our items, like ceramics and lighting, are lovingly handmade. This means each piece may have slight variations, adding to its unique charm. Think of it as a little personality in every product!

  • We pack everything with care, but if your item arrives damaged, let us know within 5 working days. We’ll work with you to sort things out quickly.

  • Not at all! You can checkout as a guest if you’d prefer. But creating an account makes it easier to track your orders and speeds up future purchases.

  • Your privacy matters to us. We store your data securely through our website platform, Squarespace, and don’t share it with anyone else except to process your orders. Check out our Privacy Policy for the full details.

  • We love custom requests! Reach out with your idea at hello@conceptroguestudio.co.nz, and we’ll let you know if it’s something we can bring to life.

  • Have a question or need assistance? Shoot us an email at hello@conceptroguestudio.co.nz. We’ll do our best to get back to you within 48 hours during business days.

  • We’re here to help from Monday to Friday, 9 AM - 5 PM (NZT). We appreciate your patience on weekends and public holidays, as responses may take a little longer.