Online Store Returns / Exchanges
If you change your mind about a purchase
If you have changed your mind about your purchase, you're very welcome to exchange it. If this is the case, we'll get you to return your purchase to us, and we'll then set up a credit for you - so you can pick something else lovely.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (with tags still on the item, if applicable).
Email email@example.com and ask us for a Returns Form. Fill this out and send it to us with the item.
If your order is damaged
If your items are damaged or faulty in some way, we'll make it right.
Firstly, email us as soon as possible at firstname.lastname@example.org and let us know what's happened.
We may need you to send the items back to us (this is assessed on a case by case basis, sometimes a photo can be enough). We'll then replace the item for you.
If we can't replace it, we'll either refund you, or offer you a credit - your choice.
Limits on Returns Policy
- Our returns policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
- Sale items are not able to be returned or exchanged, unless of course if they're damaged.
- We cannot refund/exchange skincare, sorry.
Using Tracked Postage
We recommend sending items back to us using a tracked service (courier or NZ Post tracked), because we can't take responsibility for lost packages. Post doesn't often go missing, but it could just be that one time you didn't get it tracked...
As with most online stores, the cost of shipping returns back to us is the customer's responsibility. Shipping costs of your original purchase are non-refundable - this means that the cost of shipping is deducted from your refund/exchange amount.
We'll process your return (send you your replacement/exchange items, give you your refund, or have a credit ready for you to go shopping again) within 3 working days of receiving your return.
If you are being refunded for damaged items that we're not able to replace for you, we'll apply the refund to your original method of payment (a credit card refund if you paid via credit card, a bank deposit if you paid by bank deposit).