Terms of service
Last updated: September 2026
Welcome to Bel & Gray. These Terms of Service apply to your use of the Bel & Gray website and to any purchases made through our online store.
By accessing our website or placing an order with us, you agree to these Terms of Service.
1. About Bel & Gray
Bel & Gray is a New Zealand handmade business specialising in handmade book sleeves and bookish accessories.
Bel & Gray operates this online store using Shopify.
If you have any questions about these Terms or your order, please contact us at:
2. Products
Our products are handmade and may have small variations in appearance, pattern placement, stitching or other details. These variations are a normal part of handmade products and do not necessarily indicate a fault.
We make every effort to ensure that product photographs, descriptions, measurements and colours are as accurate as possible. However, colours may appear slightly different depending on your device or screen settings.
Product measurements and other specifications are provided on the relevant product listing. Please check these details before placing your order.
3. Made-to-Order Products
Some Bel & Gray products are made to order.
Our usual processing time for made-to-order products is 5–7 business days before your order is shipped.
Processing time is separate from delivery time. Once your order has been shipped, delivery generally takes approximately 3–5 business days within New Zealand, depending on the destination and courier.
During particularly busy periods, processing or delivery may take longer. If there is a significant delay with your order, we will do our best to keep you informed.
4. Orders
When you place an order through our website, you are making an offer to purchase the products in your cart.
We will send an order confirmation to the email address you provide. An order may be cancelled where necessary, including where a product is unavailable, a pricing or listing error has occurred, or there is another genuine reason we cannot fulfil the order.
If we cancel an order after payment has been made, you will receive a refund of the amount paid for that order.
Please check your order details carefully before completing your purchase, including your product selection, size and delivery address.
5. Pricing and Payment
All prices on our website are shown in New Zealand dollars (NZD) unless otherwise stated.
Shipping charges are shown separately at checkout.
We accept the payment methods made available through our Shopify checkout.
Prices and promotions may change from time to time. A price change will not affect an order that has already been placed and accepted.
6. Shipping and Delivery
We currently ship within New Zealand using tracked courier services.
Available shipping options and prices are displayed at checkout.
Delivery timeframes are estimates only and may be affected by circumstances outside our reasonable control, including courier delays, weather, rural delivery timeframes or other unforeseen events.
We will provide tracking information where tracking is available.
If your order does not arrive within the expected timeframe, please contact us at hello@belandgray.co.nz so that we can investigate the delivery with the relevant courier.
Our responsibilities under New Zealand consumer law are not limited by these shipping terms.
7. Incorrect Delivery Information
Please make sure your delivery address is correct and complete when placing your order.
If an order is returned to us because an incorrect or incomplete address was provided, please contact us so we can work out the appropriate next step.
If the parcel needs to be resent because the incorrect address was supplied by the customer, additional delivery charges may apply.
8. Lost, Damaged or Delayed Orders
If your order appears to be lost, damaged or significantly delayed, please contact us at hello@belandgray.co.nz with your order number and any relevant information or photographs.
We will investigate the issue and work with the courier where appropriate.
Nothing in these Terms limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
9. Returns and Change of Mind
Because many of our products are handmade to order, we do not generally accept returns simply because you have changed your mind, selected the wrong product or no longer want the item.
However, this does not affect your rights under New Zealand consumer law.
If you receive an item that is faulty, damaged, not as described, or otherwise does not meet the guarantees required by the Consumer Guarantees Act, please contact us so that we can assess the issue and provide an appropriate remedy where required.
Please refer to our Returns & Refunds Policy for further information.
10. Faulty or Incorrect Products
If you believe your order is faulty, damaged, incorrect or does not match its description, please contact us at hello@belandgray.co.nz as soon as reasonably possible.
Please include:
- Your order number
- A description of the issue
- Photographs where appropriate
We may ask for further information so that we can assess the issue.
Where a product does not meet the guarantees required under New Zealand consumer law, we will provide the remedy required by law, which may include a repair, replacement or refund depending on the circumstances.
11. Cancellations
If you need to cancel an order, please contact us as soon as possible at hello@belandgray.co.nz.
Because some products are handmade to order, we may be unable to cancel an order once production has begun.
If an order has already been made or shipped, our Returns & Refunds Policy will apply, subject to your rights under New Zealand law.
12. Promotions and Discount Codes
Promotional offers and discount codes may be subject to additional terms.
Unless otherwise stated, only one discount code may be used per order.
Discount codes cannot be exchanged for cash and cannot be applied retrospectively to previous purchases.
We reserve the right to withdraw or amend a promotional offer where necessary, provided this does not affect rights already acquired by a customer.
13. Intellectual Property
All content on the Bel & Gray website, including photographs, product designs, logos, branding, graphics, written content and other original materials, belongs to Bel & Gray or is used with permission.
You may not copy, reproduce, modify, distribute, sell or commercially use our content or designs without our prior written permission.
14. Website Use
You agree to use the Bel & Gray website lawfully and not to interfere with the operation or security of the website.
We make reasonable efforts to keep the information on our website accurate and up to date, but we do not guarantee that the website will always be available, error-free or completely current.
15. Third-Party Services
Our website may use third-party services, including Shopify, payment providers, courier services and other service providers that help us operate our business.
Your use of those services may also be subject to the relevant third party's terms and conditions and privacy policies.
16. Privacy
We collect and use personal information in accordance with our Privacy Policy.
By placing an order with us, you acknowledge that your information may need to be shared with service providers such as Shopify, payment providers and delivery providers where necessary to process and fulfil your order.
17. Consumer Guarantees Act
Nothing in these Terms is intended to exclude, restrict or modify any rights or remedies you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.
Where a product or service does not meet a legal guarantee, we will comply with our obligations under applicable law.
18. Changes to These Terms
We may update these Terms of Service from time to time.
The latest version will be made available on our website. Changes will not affect rights or obligations that have already arisen before the updated Terms take effect.
19. Governing Law
These Terms are governed by the laws of New Zealand.
Any disputes will be dealt with in accordance with applicable New Zealand law.
20. Contact Us
If you have any questions about these Terms, an order, a product or any other matter relating to Bel & Gray, please contact:
Bel & Gray
Email: hello@belandgray.co.nz