Refund policy
Order Changes & Cancellations
Please check your order carefully before completing your purchase.
Standard Orders
Orders can be changed within 24 hours of being placed, provided they have not been dispatched and do not contain customised, personalised or made-to-order products. Standard orders cannot be cancelled once placed.
Customised & Made-to-Order Products
Orders containing custom monogramming, custom colouring, personalised or made-to-order products cannot be changed or cancelled once placed. Please check all customisation details carefully before ordering.
Pre-Orders
Pre-orders can be changed or cancelled within 7 days of being placed, unless customised or personalised items have already entered production.
After 7 days, a pre-order can no longer be cancelled for a refund. If it has not yet been dispatched, cancellation may be requested for store credit. Once dispatched, our standard returns policy applies.
Returns & Change of Mind
Changed your mind, ordered the wrong colour or size, or decided something isn't quite right? Please submit a return request within 7 days of receiving your order.
To be eligible, items must be unused, in their original condition and include all original packaging.
Approved change of mind returns will be issued as store credit, less an 8% restocking fee. Original and return shipping costs are non-refundable.
We do not accept change of mind returns on sale items, custom monogrammed products, custom coloured FOLD products, made-to-order products or other personalised items.
Once your return has been approved, it must be carefully packaged and returned at your cost using a tracked courier service. Please keep your proof of postage and do not apply courier labels directly to the product's original packaging.
Returns are usually processed within 2–5 working days of being received.
Problems With Your Order
Faulty or Damaged
If your item is faulty or arrives damaged, please let us know as soon as possible. Include photos and details of the issue so we can assess it quickly. Where appropriate, we will arrange a repair, replacement, refund or other remedy at no additional cost to you.
Incorrect Item Sent
If we've sent you the wrong item, colour, size or quantity, let us know as soon as possible. We'll arrange the return and replacement at no additional cost to you.
Not Delivered or Delivered Elsewhere
If tracking shows your order as delivered but you haven't received it, or it has been delivered to the wrong address, please contact us as soon as possible and within 7 days of the recorded delivery date.
Courier claims are time-sensitive and after this period we may be unable to lodge a claim or recover the parcel. If an incorrect or incomplete delivery address was supplied when ordering, additional recovery or redelivery costs may apply.
For any of the above, please submit a request here.
Consumer Rights
Nothing in this policy excludes or limits your rights under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable consumer law.
