Refund policy
Return & Refund Policy (NZ Customers Only)
Your Rights Under New Zealand Law
Our policy works alongside your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).
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If a product is faulty, unsafe, or not as described, you are entitled to a repair, replacement, or refund under NZ law.
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These rights apply regardless of our store’s return policy and cannot be excluded.
Change of Mind Returns
We happily accept returns for change of mind purchases within 14 days of delivery, provided that:
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The item is in its original condition (unused, unworn, with tags and packaging intact)
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Not a customised, personalised or made to order product
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You have your receipt or proof of purchase
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You will be responsible for the shipping cost
To request a return, please contact us via our online message portal including your order number. We will confirm approval and provide return instructions.
Please note: Items returned without approval will not be accepted.
Non-Returnable Items
Unless faulty under the CGA, we cannot accept returns on:
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Custom-made or personalised items (e.g. photo magnets, gift boxes and all made to order products)
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Sale or clearance items
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or incorrect, contact us immediately via our online message portal.
Exchanges
The fastest way to get what you want is to return your item (if eligible) and place a new order once the return is approved.
Refunds
Once your return is received and approved, we’ll process your refund back to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us.
Contact Us
If you have any questions or concerns about this Refund Policy, please contact us via our online message portal.
Last updated: 08 May 2026
The Fakālofa Edit
