Return and Refund Policy
At NZ, our commitment to your complete satisfaction is absolute. We understand that acquiring luxury apparel and footwear requires absolute certainty and peace of mind. Therefore, we have established a seamless and dignified return and exchange framework for our esteemed clientele in New Zealand and across our global network, ensuring your experience with remains flawless long after your initial acquisition.
30-Day Unconditional Returns and Exchanges
We proudly offer a comprehensive 30-day return and exchange window. If your selected Collections does not perfectly align with your expectations for any reason, you are entitled to initiate a return or exchange within 30 days from the official date of receipt. We process these requests without requiring complex justifications, honouring your right to absolute satisfaction.
Conditions for Acceptance
To uphold the pristine standard of our collections and ensure the integrity of our curated inventory, returned garments and footwear must meet our strict quality criteria:
- Items must be returned in their original, immaculate condition, complete with all official tags, protective seals, and bespoke packaging.
- We strictly cannot authorize refunds or exchanges for items that exhibit artificial damage, alterations, or obvious signs of wear and use that compromise their suitability for secondary sales.
Complimentary Return Shipping Logistics
As an extension of our premium boutique service, NZ assumes full financial responsibility for all return shipping logistics. You will not incur any hidden administrative fees, restocking charges, or return postage costs when sending an eligible item back to our facility within the authorized 30-day period.
Initiating the Return Procedure
To commence a formal return or exchange, please direct your request to our Client Advisory team. To ensure secure processing and verify your acquisition, you must include the original order confirmation email and the primary telephone number associated with your purchase.
- Official Digital Correspondence: [email protected]
Alternatively, you may submit your request through our secure contact portal located on the Contact Us page. Upon verification, a dedicated advisor will promptly issue a pre-paid courier waybill alongside precise instructions for securely packaging and dispatching the item.
Refund Processing and Financial Timelines
We treat the restitution of your funds with the highest priority and efficiency. Once your returned package arrives at our quality control center, the process is swift and transparent:
- Our specialists will conduct a standard inspection to verify the item’s condition. Following this assessment, your refund is authorized and processed within 1 to 2 business days.
- The full acquisition amount will be securely credited back to the original Credit Card utilized during the initial checkout phase.
- While our internal processing is immediate, please allow for the standard clearing times dictated by your specific banking institution or credit card issuer for the funds to officially reflect in your account balance.
Should you require an expedited exchange to secure a highly sought-after size or require further clarification regarding our policies, our client support network remains at your complete disposal.
