Payments and Orders
What payment methods do you accept?
We accept payment by credit card (MasterCard, Visa and more) and Paypal. The payment gateway we use is called Payment Express and is a secure payment provider. In using this system it means we do not record your credit card details and it is a secure gateway for online payment. All payments are processed in NZD.
How can I cancel my order?
If you made a mistake or purchased the wrong product, please contact us at sales@georgeandwilly.com within 6 hours of placing your order.
Can I purchase a George & Willy voucher?
We don’t currently offer vouchers, but if you think it would be a good idea, send us an email. We always love to hear your ideas and what you’d like to see!
Shipping
Where do you ship?
We ship New Zealand-wide using Post Haste, and to Australia using DHL. Tracked Economy and Tracked Express options are available.
How do I track the progress of my order?
Once you've purchased a George & Willy product, you should receive an email to confirm your order, and another email with all your tracking details. If you haven't received any emails, or if you have any other queries about where your product is, contact us and we'll take a look for you.
When can I expect my order to arrive?
Depending on which method of shipping you choose, delivery times may vary. You can expect to have your order with you in 2-6 business days if you pick tracked express courier, or 3-10 business days with the option of tracked economy courier.
Will I have to pay import fees?
Items for orders to Australia over $1000 AUD may be subject to customs duties and taxes. You as the recipient will be liable for all import duties, customs and local sales taxes levied by Australian customs. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges and the cost of returning the package. These are not covered in our shipping rates and you will be responsible for these fees. For more information on shipping and customs duties, take a look at our Delivery & Shipping page.
I ordered two products, but have only received one. Where is my other product?
We may send your parcel in two seperate parcels. If the second half of your order has not arrived with 48 hours please get in touch with us, we are more than happy to help.
Do you ship to P.O. Boxes?
Unfortunately we don’t ship to P.O. Boxes due to the size and volume of some of our products.
How much will shipping be?
The cost of shipping differs for each item, depending on the size and weight of the product, and where in the world you’re located. You'll find the price of shipping for each product on the Delivery tab on the product pages.
My parcel says it's been delivered but I still haven't received it. What can I do?
If your item has been delivered but there's no sign of it, we'd recommend checking with your neighbours, or contacting the appropriate courier with your tracking number. If you’ve checked with the courier company and have also already spoken with your neighbours, but still haven’t recovered your parcel, please contact us and we'll be happy to help.
Products
How many rails come with each rail product, eg. The Baker Menu, Atelier Letter Menu?
Every rail product comes with a different number of rails, so it’s best to check the Specifications tab of each individual product.
Do you sell additional rails for rail products?
We don't sell individual rails, but we do sell extra rails for some of our products here.
How many letters come with each letter board?
Every letter board comes with a different number of letters. To see how many characters each letter set comes with, have a look at the Specifications tab on the individual product page.
Do you sell additional letters for rail or letter board products if I run out or need more?
All of our letter displays come with extra vinyl stickers of characters that can be placed on the blank back of tiles if you run out of any letters. We also sell extra letter sets for the Baker Menu, Scout Letter Board, Park Peg Letter Board, Dowel Letter Board, and to add letters to a magnetic surface such as the Countertop Sign, we have the Block Magnet Letters.
Where can I get more paper for my Daily Roller or Studio Roller?
We sell extra rolls of paper for our Daily Roller here and our Studio Roller here.
How do I install a wall-mounted product?
Your item will arrive with a manual explaining exactly how to install it, but we also have some tutorials on our blog, just like How To Install The Magnet Wall Tiles.
How do I use each product?
Our menu boards, letter rails, and paper rollers and pads can all be used for a surprising number of purposes, including wedding signage, something to display notes on at home, or a changeable menu for your cafe. Have a look at our journal for inspiration on different ways to use George & Willy products.
Can I install a wall-mounted George & Willy product onto tiles?
Absolutely yes! You will need to source the correct screws from the hardware store though, as ours aren’t designed for tile or brick.
Will the sign be delivered with my branding on it?
We only sell the signs as blanks, but you can get them branded by your local signwriter who will apply a vinyl decal. For help on applying a vinyl sticker of finding someone to do it for you, have a read of our dedicated blog post.
Can I reserve an item that’s launching soon?
We don’t offer product pre-orders or reservations, but if a product is out of stock, you can sign up to be notified when a product is available again. Simply press the ‘Notify Me When Available’ button on the individual product page and enter your email.
When will an out of stock item be back in stock?
Please get in touch with us if the product you are after is currently out of stock. Alternatively, sign up to be notified when the item is back in stock by pressing the ‘Notify Me When Available’ button on the individual product page and entering your email.
How do I clean my signs and letterboards?
We recommend regularly dusting your signs and letter boards with a clean, dry cloth, or feather duster. To clean your George & Willy product more thoroughly, use a soft cloth soaked in warm, soapy water. We do not recommend using bleach or any other harsh chemicals as they may damage the sign, menu board or letter board.
Press and Partnerships
I'm a social media influencer. How can we collaborate?
To collaborate with us on social media, contact us by emailing press@georgeandwilly.com.
Where can I find high res images of George & Willy products?
To be sent high resolution images, contact us by emailing press@georgeandwilly.com.
I'm an interior designer, can I open a trade account?
If you would like to open a trade account, please contact us at sales@georgeandwilly.com.
Returns and Exchanges
I have received my order but it’s arrived damaged. What can I do?
We take pride in using secure and sturdy packaging, but occasionally damage may occur during transit. If your product doesn’t arrive in perfect condition, please contact us.
Do you have a returns and exchanges policy?
Unused, full-price items are eligible for return within 10 days of receiving your order. Please read the Returns and Exchanges page for more information, and feel free to contact us with any questions.
How long is the warranty for George & Willy products?
George & Willy products have a lifetime warranty. This covers faulty workmanship and/or materials when the product is used in normal, domestic or commercial conditions and following the care and use instructions provided. It does not cover normal wear and tear, accidents, or misuse of the product. If the defect was caused by a manufacturing fault, the faulty product will be replaced free of charge. If the original product is no longer in production, it will be replaced with the most similar product. To claim under our lifetime warranty, please contact us with images of your faulty product and proof of purchase handy.