Returns & Shipping
Online shopping can be hard sometimes, so we understand that an item might not be 100% right every time.
Please note, gift cards cannot be exchanged or refunded.
HOW TO RETURN OR EXCHANGE ITEMS
If you decide to return or exchange an item, please do so within 7 days of receiving your order. Unfortunately, we do not cover the return shipping costs.
1.) Please get in touch with us via firstname.lastname@example.org and request a direct exchange or return. Please note, that for an exchange, we may not have your size or colour in stock, so please get in touch with us prior to sending your item.
2.) Enclose the purchase receipt (printed out email or order number is fine) that came with your order. If you do not have this sheet - be sure to include a note with your name and order number so we know who you are.
For all exchanges, please provide a return pre-paid satchel.
3.) Send us back the products, neatly packaged in new condition, unworn and with all tags and packaging. Please consider the next person receiving this item.
Since you will be liable for any lost or damaged packages, we recommend using a carrier that provides tracking and/or registration.
Keep in mind that if the product arrives worn, washed, without tags or otherwise damaged, we won’t be able to process your refund or exchange.
Once we receive your returned item, you will be sent a confirmation email. If you are exchanging an item, you will also receive an email, once your new item is on its way.
REFUND PROCESSING TIME
If you qualify for a refund, please allow 2-4 business days to process and 2-4 business days for your bank to post the refund to your account. You’ll receive an email when our team has processed your refund so you know its on the way.
We do everything possible to make sure your purchase is as you expect when it reaches you, but occasionally items might arrive in less than perfect condition. Manufacturing errors are rare, but if you receive a damaged or faulty product please email us within 7 days of receiving your order on email@example.com.
To receive a replacement item, follow these steps:
Do not remove the tags.
Take a photo of the damaged product and include it in your email.
We will review your claim and upon approval we will either provide a full refund or exchange, depending on stock and availability. In some cases, we may provide a pre-paid label to return the item before we approve or for returning the damaged item after the replacement item has been received.
If your item arrives with repairable damage, you might prefer to receive a discount instead of an exchange, and repair the item yourself. By doing so, you will save not only on cost, but also the energy involved in shipping for the exchange, as well as the production of a second item.
OUT OF STOCK ITEMS
We apologise for items that are out of stock. However, should this occur we will advise you immediately and you will have the opportunity to cancel your order or we can help with an alternative product.
WHERE DO YOU SHIP?
At this point, we are only shipping within New Zealand and to Australia.
If you are from anywhere else, please get in touch via firstname.lastname@example.org and we will do our best to deliver to you.
HOW MUCH IS SHIPPING?
For shipping within New Zealand for all orders we charge a flat fee of NZ$7. All orders to Australia, shipping will be calculated at checkout.
WHEN WILL MY ORDER SHIP?
Please allow 2-3 business days for your order to be processed and shipped, possibly longer in our very busy season. Once your order ships, you will receive a shipping confirmation email with a tracking link.
Please note any order placed after 1PM AEST on Thursday or over the weekend, we will ship out the following Monday. We are unable to process orders on weekends or holidays.
CHANGES TO YOUR ORDER
Once your order has been placed, we are unable to make changes or cancel your order, however our usual returns process is available. If you have made an error in your delivery address, please contact us immediately via email at email@example.com
All our pricing is listed and charged in New Zealand dollars (NZD).
We include complimentary eco-firendly wrapping on all orders. Our gift wrapping consists of eco tissue paper, a seal sticker and and ethically sourced hemp ribbon. If you are purchasing a gift for someone and want to include a personal note, please leave a message in the comments section so we can add the note and we will make sure no pricing is included.