Terms of service

Terms of Service

Last updated: 9 October 2026

Overview

This website is operated by Caitlin Snell. Throughout the website, the terms "we", "us" and "our" refer to Caitlin Snell.

By accessing caitlinsnell.com (the "Website") or purchasing our products, you agree to these Terms & Conditions, together with our Privacy Policy, Shipping Policy and Returns & Refunds Policy.

Our online store is powered by Shopify, which provides the ecommerce platform through which our products are offered.

Please read these terms carefully before using our Website or placing an order.

Nothing in these Terms & Conditions excludes or limits any rights you may have under applicable consumer protection laws.

Products & Availability

Caitlin Snell offers clothing, bags and accessories, including garments individually made to order.

We endeavour to represent our products accurately through descriptions, measurements and photography. However, colours and appearance may vary slightly depending on screen settings, lighting and the natural characteristics of individual materials.

Measurements and sizing information are provided to assist with product selection. Please review these carefully before placing an order.

Products are subject to availability. We reserve the right to discontinue products or modify designs, materials and specifications, provided that changes do not affect an order already accepted without the customer's agreement or otherwise breach applicable law.

Made-to-Order Production

Caitlin Snell garments are made to order. Following purchase, each garment is individually cut, constructed, pressed and packaged.

Please allow up to eight working days for order preparation before dispatch, unless otherwise stated on the relevant product page or agreed with you.

Once an order has been confirmed, cancellations or changes cannot ordinarily be accommodated, as production may already have commenced.

This does not affect cancellation, withdrawal or other remedies available under applicable consumer protection laws.

Orders & Payments

By placing an order through our Website, you confirm that the information provided is accurate and complete, and that you are authorised to use the selected payment method.

Orders are subject to acceptance and payment authorisation. An order confirmation acknowledges receipt of your order but does not prevent us from contacting you if an item becomes unavailable or an error requires resolution.

We reserve the right to decline or cancel orders where reasonably necessary, including in cases of suspected fraud, payment failure, product unavailability or material pricing errors.

If we cannot fulfil an order that has already been paid for, we will contact you and arrange an appropriate resolution, including a refund where applicable.

Product prices, applicable taxes and shipping charges are displayed during checkout. Prices may change without notice, but changes will not affect orders already accepted unless otherwise agreed or permitted by law.

Payments are processed through the payment services available on our Website. Additional charges imposed independently by banks or payment providers may apply, subject to applicable law.

Shipping & Delivery

All orders are prepared and dispatched from Caitlin Snell's studio in Auckland, New Zealand.

We currently offer shipping to New Zealand and Australia. Customers seeking delivery to other destinations are welcome to contact us for a shipping quote before placing an order.

Orders are sent using tracked New Zealand Courier Post services. A shipping confirmation email will be provided once your order has been dispatched.

Delivery is estimated to take approximately three to five working days after dispatch, in addition to the applicable production and processing period.

Delivery timeframes are estimates and may be affected by courier operations, customs processing or circumstances outside our reasonable control. We will comply with our obligations under applicable consumer law if delivery is delayed, lost or otherwise not completed as required.

We are unable to dispatch orders to PO Boxes or Private Bags.

Customers are responsible for providing accurate and complete delivery information. Please contact us promptly if you notice an error.

For further information, please refer to our Shipping Policy.

International Orders

Shipping outside New Zealand and Australia may be arranged by prior enquiry.

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.

Any such charges, and responsibility for their payment, will be handled in accordance with applicable law and the shipping arrangements communicated at the time of purchase.

Please contact us before ordering if you require information about international shipping availability or estimated costs.

Returns, Exchanges & Refunds

Due to the made-to-order nature of our garments, we do not ordinarily accept cancellations, returns or exchanges for change of mind, including incorrect size selection.

We also do not offer voluntary change-of-mind returns for other products, including bags and accessories.

If an item is faulty, damaged, incorrect or otherwise fails to meet applicable consumer guarantees, we will provide the remedies required by law.

Customers in certain jurisdictions may have additional cancellation or withdrawal rights, including where European Union or United Kingdom consumer protection laws apply.

For full details, please refer to our Returns & Refunds Policy.

Customer Accounts

Customers may create an account to manage their personal information, saved addresses and order history.

You are responsible for maintaining the confidentiality of your account credentials and for notifying us if you become aware of unauthorised access.

We may take reasonable steps to suspend or restrict an account where necessary to protect the security of our Website, other customers or our business.

Personal information associated with customer accounts is handled in accordance with our Privacy Policy.

Intellectual Property

Unless otherwise stated, the content of this Website, including original garment designs, photographs, graphics, text, branding and other creative materials, is owned by Caitlin Snell or used with permission from its respective rights holders.

Website content may not be reproduced, distributed, modified, republished or used for commercial purposes without prior written permission, except where permitted by law.

Website Use

You agree to use our Website lawfully and in a manner that does not interfere with its security, operation or accessibility.

You must not:

• Use the Website for unlawful or fraudulent purposes.

• Provide false or misleading information.

• Attempt to gain unauthorised access to the Website or its systems.

• Introduce viruses, malicious code or other harmful material.

• Collect personal information about other users without authorisation.

• Reproduce or commercially exploit Website content without permission.

• Interfere with or circumvent the Website's security features.

We may restrict access to our Website where reasonably necessary to prevent misuse, protect security or enforce these Terms & Conditions.

Customer Submissions & Feedback

If you provide feedback, suggestions, enquiries or other communications, you agree not to submit material that is unlawful, misleading, defamatory or that infringes the rights of others.

We may use feedback voluntarily provided to us to improve our products and services. We will not publish identifiable customer communications or use submitted creative material for commercial purposes without appropriate permission or another lawful basis.

Third-Party Services & Links

Our Website is powered by Shopify and may provide access to services or websites operated by third parties.

These services may be subject to their own terms and privacy policies.

We are not responsible for the content or practices of websites that we do not operate or control. Nothing in this section limits responsibilities that cannot lawfully be excluded.

Accuracy of Information

We endeavour to ensure that product descriptions, pricing, availability and other information on our Website are accurate and up to date.

Occasionally, information may contain errors or omissions. We reserve the right to correct these where necessary.

If an error materially affects an order that has already been placed, we will contact you to discuss an appropriate resolution in accordance with applicable law.

Privacy

We collect and process personal information in connection with operating our Website, managing orders, providing customer support and fulfilling our legal obligations.

For information about how personal information is collected, used, stored and shared, please refer to our Privacy Policy.

Liability & Consumer Protection

We aim to provide accurate product information, reliable service and products of acceptable quality.

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, remedy or other right that cannot lawfully be excluded, including rights under the New Zealand Consumer Guarantees Act 1993 where applicable.

We do not guarantee that access to our Website will be uninterrupted or entirely free from technical errors.

To the extent permitted by law, we are not responsible for losses arising from circumstances beyond our reasonable control or from misuse of the Website.

Any limitation of liability in these terms applies only to the extent permitted by applicable law and does not restrict rights or remedies that cannot lawfully be excluded.

Termination

You may stop using our Website at any time.

We may suspend or terminate access to the Website where reasonably necessary, including where these Terms & Conditions have been materially breached or where misuse threatens the security or operation of our Services.

Termination does not affect rights or obligations arising from orders already placed, payments owed or other matters that legally survive termination.

Severability

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be limited or removed to the extent necessary, without affecting the validity of the remaining provisions.

Entire Agreement

These Terms & Conditions, together with the policies expressly incorporated by reference and any terms agreed for a particular order, form the agreement between you and Caitlin Snell concerning your use of the Website and purchases made through it.

Failure to enforce a particular provision does not constitute a waiver of our right to enforce it in the future.

Governing Law

These Terms & Conditions are governed by the laws of New Zealand, subject to any mandatory consumer protection laws that apply in the customer's country of residence.

Any disputes will be handled in accordance with applicable law and the rights available to the parties.

Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business operations, services or applicable legal requirements.

Revised terms will be published on this Website. Changes will not retrospectively alter the terms of an accepted order without agreement or another lawful basis.

Contact

For questions about these Terms & Conditions or an existing order, please contact:

Caitlin Snell
Auckland, New Zealand
hello@caitlinsnell.com