We handle returns and exchanges on a case-by-case basis with the ultimate objective of satisfying the customer.
We stand behind our goods and services and want customers to be satisfied with them.
We will always do our best to take care of our customers—our philosophy is to be fair and reasonable, as our customers are expected to be with us.
We hope to build trust with our customers and create a relationship for the long term.
Standing behind what we sell is a big part of that.
We know our customers choose to shop with us because they know if their purchase isn’t right, we’ll work to fix it.
If you have concerns before purchasing, contact us and we will gladly help before you purchase.
RETURN & EXCHANGE TERMS & CONDITIONS
We understand that online shopping can be difficult, so we offer a Return & Exchange policy outlined by the following conditions:
If the product is not what you expected or wish to change for another product, a return may be requested within 3 calendar days of receiving your order by lodging a Return Request, and fully completing the details of your return on the form.
We will contact you about your return prior to it being returned.
A return address and other instructions will be given.
All returned items must be in original condition*, well packaged in original packaging, have all original untampered labels and tags, and have an included copy of your original invoice/order email.
Should the product be not right, be it size, colour or other reasons, immediately lodge a Return Request and we will do our best to ensure the best outcome for all.
You are also free to contact us before purchasing and our in-house designer can offer professional services to help you choose a product, or answer any queries you may have prior to purchasing.
You will be notified once the item is received and checked by our team, and several options may be offered.
Sale items are generally not returnable or refundable.
A restocking fee may apply to any sale items that are granted a return.
Should a return fail (determined at our discretion) to meet these Terms & Conditions:
*That the item has no signs of use of any kind, any odours of any kind, any damage of any kind, any animal traces (including fur), any lodged foreign objects of any kind, any food or dirt, or that we find the item in any condition other than as it left our warehouse, a return may be either declined and returned to you, a partial credit may be issued, or a restocking fee may be charged according to the markdown and any costs or losses involved that we may require to clean and re-sell the product as a used product.
Delivery charges are not refundable.
Where free delivery has been applied on the original purchase, the actual cost of that free delivery may be deducted from any final refund/credit amount.
If you wish to cancel or change an order once made, you can cancel the order on your Account page.
If order has already shipped, we will give you options.
We are unable to cancel your order if it has already shipped.
MAGICAL PRICE GUARANTEE
Due to lower overhead costs, our system allows us to sell product online at a lower price than at retail stockists.
This system guarantees the lowest pricing for the product and should you find the exact item priced lower elsewhere within New Zealand geography within 7 days, we will better that price by 5% and refund the difference.
FAULTY PRODUCT & DISPUTES
As in line with New Zealand Consumer Laws, we will meet our obligations if there are any issues with faulty products or services- please email us directly should there be concerns with faulty product.
We are very fair and deal with each case person to person to ensure the best result for everyone and always strive to come to a solution that will make you happy.
We only choose the highest quality suppliers of products, using the best materials available in the market today. Our products are priced accordingly to their quality and wearing abilities, where higher priced items have a longer life expectancy, and lower rate of imperfections than lower priced items. All woven items such as rugs come with small ‘faults’, and these are to be expected in such made items and do not constitute a return or refund.
In the unlikely event that you recieve a faulty product, contact us immediately at the time you notice the fault and email us by replying to your original order email receipt with your purchase details.
Note that irregularities in size, shape and colour are not faults and are normal characteristics of rugs.
No two rugs are the same, even when machine made.
- Contact us immediately that you notice any problem with the product.
- We will contact you and collect information about your claim. We may ask for photos and a more detailed description to assess any issues.
- Allow up to 5 working days for our team to assess and investigate any issues.
- The next step may or may not involve a return of the product if the product is at our discretion deemed faulty.
- A resolution can then be presented by us.
If you are not happy with the resolution, you may start a dispute by starting step 1 above.