Refund policy

Effective from: 17 February 2026

Thank you for shopping with Felted by Brooke!

I am a super small, māmā-run business in Aotearoa New Zealand. All of my products are handmade with love, using materials that create a unique design every time. Please read through my Return and Refund Policy before completing any orders with me.

Because all of our items are handmade and personalised to order we are unable to accept returns or offer refunds for change of mind, ordering mistakes or design choice adjustments, during the making stage or once completed.

Please be sure to review your order including all personalisation (spelling of names/words, design choices, colours) and current turnaround times displayed on our website homepage.

2. Cancelation of orders

Orders canceled while still in the ‘design stage’ will incur a $40 fee. Orders canceled while in the ‘making’ stage, or once I have begun crafting your order,  will be subject to the ‘Change of Mind’ policy and no refund will be issued. 

Because all of our items are handmade there may be slight variations in colour (due to dye batches or natural fibre adherence), size, and finishes. General wear and tear, accidental damage or misuse, improper cleaning or storage are not eligible for a refund or exchange. Fading from sun damage or changes to any materials over time are not entitled to refunds or exchanges.

If your order arrives faulty or somethings not quite right, we’re here to help. You may be entitled to a refund, replacement or repair in this situation. Please get in touch as soon as possible (with clear images) and we can work together to resolve the issue.

All Felted by Brooke products are decor only, not toys. Please keep all our products out of reach of children including attaching to cots/sleep spaces. Please refer to New Zealand safe sleep guidelines for further information.  

If an item is faulty, unsafe or significantly different from our agreed upon design, please get in touch with me as soon as possible at:

Email: feltedbybrooke@gmail.com

Instagram Private Message: @felted_bybrooke

By placing an order with Felted by Brooke, you acknowledge and accept this Return and Refund Policy.