Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it - unworn, unused, with tags, and in its original packaging. If a product has been used we will not be able to provide a refund. You’ll also need the receipt or proof of purchase.
To start a return, contact us at sales@thechandlery.co.nz. Include your order number, reason for return, and any relevant photos if the item is damaged or incorrect.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return questions at sales@thechandlery.co.nz.
Damages and issues
Please inspect your order upon delivery and contact us immediately if:
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Your product is damaged or faulty due to a manufacturing defect
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It’s not as described, doesn’t do what it’s supposed to, or isn’t fit for its intended purpose
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You receive the wrong product due to our mistake
For these returns, we will cover the shipping costs. We will send you courier ticket. Once the items are received and inspected, you can choose to receive store credit, exchange the item, or get a full refund.
Exceptions / Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Returns will not be accepted for items that have been used, altered, or damaged by the customer. We also do not accept returns for change-of-mind purchases.
Exchanges
If the item doesn’t fit as you would like, we can offer store credit or an exchange, no refunds in this case. Please contact us at sales@thechandlery.co.nz before sending anything back. You are responsible for covering the cost of return shipping. We recommend using a trackable shipping method.
Once the return is accepted (we have identified that it's unused and in original packaging), make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and confirm whether your refund has been approved.
If approved, please allow up to 14 working days to receive and process your return and issue the refund.
Please note, your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at sales@thechandlery.co.nz.