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Orders, Shipping & Returns FAQ

Thank you for supporting SIMJA.

Every item we create features original artwork and is made especially for you after your order is placed. Because our products are custom-made rather than mass-produced, our ordering and returns process differs slightly from traditional retail stores.

We want you to feel confident when shopping with us, so we've answered some of our most commonly asked questions below.

 

Where are your products made?

SIMJA products are made to order through our trusted fulfilment partner, Printful.

Once you place an order, your item is printed, packed, and shipped specifically for you. This approach helps reduce waste and allows us to offer a wider range of designs without holding large amounts of stock.

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How long will my order take?

Every SIMJA item is made especially for you after your order is placed.

Production typically takes between 2–7 business days before your order is shipped.

As SIMJA is based in New Zealand and our products are produced through our trusted fulfilment partner, I personally recommend allowing 10–20 business days from the date of purchase for your order to arrive, depending on your location and the time of year.

Many orders arrive sooner, however factors such as customs processing, courier delays, peak shopping periods, and public holidays can occasionally extend delivery times.

Once your order has been shipped, tracking information will be provided where available.

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Why does delivery take longer than some online stores?

Unlike mass-produced retail products, every SIMJA item is created specifically for you after your order is placed.

This helps reduce waste, prevents overproduction, and allows us to offer a wide range of original artwork and unique designs that may not be possible through traditional retail manufacturing.

Thank you for your patience while your wearable art is being created.

 

Can I change or cancel my order?

Because production begins shortly after an order is received, we can only make changes or cancellations within a limited timeframe.

If you need to update your order, please contact us as soon as possible after purchase. While we will do our best to assist, we cannot guarantee changes once production has begun.

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How do I choose the right size?

Please carefully review the size guide available on each product page before placing your order.

If you're unsure which size to choose, feel free to contact us before purchasing and we'll be happy to help.

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Can I return an item if I ordered the wrong size?

As all SIMJA products are custom-made to order, we are unable to accept returns or exchanges for:

• Incorrect size selection

• Incorrect colour selection

• Change of mind

• Personal preference

• Buyer remorse

Please review sizing information carefully before ordering.

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What if my item arrives damaged, defective, or incorrect?

We stand behind the quality of our products.

If your order arrives:

• Damaged

• Misprinted

• Defective

• Incorrectly manufactured

• Significantly different from what was ordered

Please contact us within 30 days of receiving your order and we will work with our fulfilment partner to resolve the issue.

Depending on the situation, a replacement or refund may be offered at no additional cost.

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How do I request a replacement or return?

If there is a problem with your order, please follow these steps:

Step 1

Email us at:

maryjaneart@spectrumimagination.com

Step 2

Include:

• Your order number

• Your full name

• A description of the issue

• Clear photographs showing the problem

Step 3

We will review the information and contact you with the next steps.

In some cases, additional photos may be required so we can investigate the issue with our fulfilment partner.

Step 4

If your claim is approved, we will arrange an appropriate solution, which may include:

• A replacement item

• A refund

• Another suitable resolution depending on the circumstances

Please do not return any items without contacting us first, as return instructions may vary depending on the issue.

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What if my parcel is lost?

If your tracking has stopped updating or your parcel appears to be lost in transit, please contact us.

We will work with the shipping carrier and our fulfilment partner to investigate and determine the appropriate solution.

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Can I return sale or discounted items?

Sale, promotional, and discounted items are subject to the same policy as all made-to-order products.

Returns and replacements are generally only available where an item is defective, damaged, incorrectly fulfilled, or lost in transit.

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Will the colours look exactly the same as on my screen?

We do our best to accurately display colours and artwork.

However, colours may vary slightly between screens, devices, printers, and materials. Small colour variations are considered normal and are not regarded as manufacturing defects.

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Who do I contact if I have questions?

We're always happy to help.

For any questions regarding products, sizing, shipping, or an existing order, please contact:

maryjaneart@spectrumimagination.com

We aim to respond as quickly as possible and will do our best to resolve any concerns.

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A Note From SIMJA

SIMJA was created to celebrate creativity, individuality, and self-expression.

Every purchase supports an independent New Zealand artist and small family-run business.

Thank you for supporting original art and choosing something made just for you.

SIMJA - Art Without Limits.