FAQs

What if my parcel gets lost in the mail?

While we aim to do everything we can to ensure you receive your products safely and on time, we know that unforeseen issues can occur within the delivery system. To ensure that you receive your parcel, we double check that your shipping address is 100% correct, and we add a tracking number to stay updated. If your parcel doesn't arrive on time, we ask that you contact the courier service directly to enquire about your missing parcel, and reference the tracking number. If you do not eventually receive your parcel, we suggest that you ask the courier for compensation for the lost parcel (this could be a percentage of what the lost parcel was worth).

 

Are all of your products handmade?

I make all of the polymer clay & resin used in our products by hand in Auckland. Some of our collections are 100% handmade by me, and some collections include acrylic, metal materials that I source from factory. I assemble these sourced raw materials by hand, to create our funky finished products!

 

Do Big Whale items come with gift boxes?

Of course! Our products make great gifts, and I love providing you with a gift box to make your purchase extra special. I provide complimentary gift boxes with every online order. In addition to this, I am happy to provide a gift card with a handwritten message. If you would like to include this option, simply write us a note with you check out.

 

Can you use multiple discounts and coupon for the same purchase?

No, we only accept one discount per purchase - thanks for understanding!

 

I saw a design of yours that I loved on instagram, but it seems to be discontinued. Am I still able to order it?

Yes! You sure can. Please contact me if this is the case, and I would be happy to make whichever design you desire (if still have the material). Please note that made to order products take a little longer, so please allow 5-10 business days for me to completed.