Frequently Asked Questions
Everything you need to know before we burn your story into wood. 🪵🤎
🪵 CUSTOM & ENGRAVED ORDERS
Can I have a custom design engraved?
Absolutely! Custom designs are one of our favourite things to create.
Depending on what you’d like, we can work with photographs, logos, artwork, handwriting, silhouettes, illustrations and more. Some designs require a little more editing and preparation before they’re ready to be engraved, so the price may vary depending on the complexity.
If you’re unsure whether your idea will work, send us a message before ordering and we’ll be happy to have a look.
Do I get to see my design before you engrave it?
Yes! Where a mock-up is applicable, we’ll send you a digital design to approve before engraving begins.
This gives you the chance to check your names, wording, dates, layout and other personalised details.
Once you approve the design, we’ll get it onto the laser and make it permanent!
Can I make changes after approving my mock-up?
Once a design has been approved and engraving has started, changes generally can’t be made.
Because your piece is made specifically for you, custom orders cannot be cancelled, returned or exchanged due to change of mind once engraving has commenced.
So please give that mock-up a good little proofread before giving us the green light! 👀
Will my finished board look exactly like the mock-up?
Not necessarily — and that’s the beauty of real wood!
Every piece of timber has its own natural grain, colour, texture, knots and markings. These natural variations can affect how the engraving looks, meaning the finished piece may not be 100% identical to the digital mock-up.
The mock-up is designed to show the overall design, layout and placement.
Your approved names, wording, dates and personalised details will be engraved according to the confirmed design.
Can you engrave a photo of my pet?
Yes! 🐶🐴🐱
We can often turn photographs into engraved artwork. The quality and composition of the original image can affect the final result, so clearer, well-lit photographs generally produce the best results.
If you’ve got a slightly awkward photo — cropped ears, half a dog, someone photobombing the background… 😂 — don’t automatically rule it out. We may be able to edit and work with it, although more involved image preparation may incur an additional design fee.
Can you combine different photos or add things to an image?
Often, yes!
For example, we may be able to take elements from different photographs, remove backgrounds, add animals or objects, create silhouettes or turn a photo into a more suitable engraving design.
More complex editing takes additional time, so custom image editing may incur an additional fee depending on what’s involved.
If you have an idea, send it through!
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🌿 THE WOOD
Is every board exactly the same?
No — and we wouldn’t want them to be!
Wood is a natural material, so every board will have its own grain, colour, knots, texture and little quirks.
Your board is a unique piece of timber, which means your finished engraving will be unique too.
Why does my engraving look slightly different to someone else’s?
The same design can look different depending on the grain, colour and characteristics of the individual piece of wood.
That’s completely normal and part of the charm of a handmade, natural product.
Are knots and variations in the wood a fault?
No. Natural knots, grain variations, colour differences and markings are characteristics of real timber rather than manufacturing defects.
They are part of what makes each Burnt Sugar Co piece one-of-a-kind. 🤎
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📦 POSTAGE & ORDERS
How long will my order take?
Because our pieces are handmade and many are custom engraved, processing times can vary depending on the size and complexity of your order.
We’ll provide an estimated timeframe with your order where possible. During particularly busy periods, processing times may be a little longer — especially around Christmas!
If you have a specific date you need your order by, please contact us before ordering so we can let you know whether we can make it happen.
Do you ship across New Zealand?
Yes! 🇳🇿
We can send Burnt Sugar Co goodies throughout New Zealand.
Postage costs are calculated according to the product and destination at checkout.
What happens if my order is damaged during postage?
Oh no! 😭
Please contact us as soon as possible if your order arrives damaged.
Send us your order number along with clear photos of the item and packaging so we can assess what has happened and work with you on a solution.
Please don’t throw the packaging away until we’ve had a chance to look at it.
What if my order doesn’t arrive?
If your parcel hasn’t arrived within the expected timeframe, please get in touch and we’ll help track it down.
Once an order has been handed over to the courier, delivery is ultimately in their hands, but we’ll always do our best to help you locate your parcel.
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🤎 RETURNS & EXCHANGES
Can I exchange my custom board if I don’t like it?
Because custom boards are made specifically for you, we don’t offer exchanges or refunds due to change of mind once engraving has started.
That’s why we provide a mock-up for approval before engraving where applicable.
If your item arrives damaged, faulty or incorrect, please get in touch — genuine issues are handled separately and we’ll always do our best to help.
I made a mistake in the name/date I gave you. Can I change it?
Please contact us as soon as possible!
If engraving hasn’t started yet, we may be able to make the change.
Once engraving has commenced, we can’t guarantee that changes will be possible, as the item has already entered production.
What if Burnt Sugar Co makes a mistake?
If we’ve made an error with your approved design or your order isn’t as it should be, please contact us.
We take pride in our work and will assess the issue and work with you to find a fair solution.
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💳 PAYMENTS
Do you offer Afterpay?
Yes! You can use Afterpay at checkout on eligible orders.
This allows you to pay for your purchase over time while we get busy creating your custom piece.
When does my custom order go into production?
Custom orders go into production once the required information has been received and, where applicable, your design mock-up has been approved.
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🎁 GIFTS
Can I send an order directly to someone as a gift?
Absolutely!
Just make sure the delivery address is correct at checkout. You can also let us know if you’d like your order to be sent directly to the recipient.
Can I order something for a special occasion?
Yes! Birthdays, weddings, anniversaries, Mother’s Day, Father’s Day, Christmas, memorial pieces, new homes, milestones, or just because.
If you have a date you need it by, please contact us before ordering so we can make sure the timing works.
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📸 PHOTOGRAPHS & ARTWORK
What type of photo should I send?
Clear, high-resolution photos generally give us the best starting point.
For pet portraits and people, photos where the subject is clearly visible and not heavily blurred or obscured tend to work best.
But don’t worry if you’re not sure — send it through and we’ll tell you what we think!
Can you engrave handwriting?
In many cases, yes!
Handwritten notes, signatures and special messages can often be turned into engraving artwork. Please provide the clearest photograph or scan possible.
Can you engrave logos?
Yes! We can often engrave business logos, branding and artwork.
For the cleanest result, a high-quality image or vector file is ideal.
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💌 STILL HAVE A QUESTION?
If you can’t find the answer you’re looking for, send us a message!
No question is too silly, and we’d much rather you ask before ordering if you’re unsure whether your idea will work.
Have a weird photo? A wild idea? A very specific piece of timber you want something burned onto?
We’re listening. 🤎
Burnt Sugar Co — handmade, a little wild, and made to mean something.