Refund policy

General Policies:

Cancellation & Address/ Contact Info Change

Please get in touch with us as soon as possible at orders@maoribydesign.co.nz. You may also call or text Calais at 02108682812 or Monique at 0274488588

 We are happy to provide a refund for a partial or fully cancelled order before it is packaged/ shipped. We are also able to assist with delivery and contact information change requests before shipment, but please contact us promptly.

Excluded products

Pounamu, earrings, hats, rings, sale items, and gift cards are excluded are not eligible for return unless faulty. Additional items may be excluded for hygiene reasons at staff discretion. For questions, ontact sales@maoribydesign.co.nz.

 

Missing/ Incorrect Items:

Please complete our Support Form Here or email orders@maoribydesign.co.nz, and we will work to rectify the issue as soon as possible.

 

Issues During Delivery: (Missing, Lost, Delayed, Damaged)

Missing, Lost or Delayed- Please contact the courier company to open an investigation as they may be able to try locate your parcel. Please share any details with us through our Support Form Here and we will try to assist.

Damaged- Please lodge a claim with the courier and provide your claim number through our Support Form Here as we will use this to open a claim as the sender to seek reimbursement from the courier company.

 

Online Purchases Return Policy:

We only accept returns for faulty products- We do not accept returns for change of mind, so please make sure you check all product photos, measurements and descriptions before ordering. If you require more information about a product before ordering, please call Calais- 02108682812, Monique- 0274488588 or email sales@maoribydesign.co.nz

Faults:

If a product is faulty, please fill out our Support Form Here to initiate the claims process. Alternatively, you can email orders@maoribydesign.co.nz

Process:

Once your claim has been accepted, we will provide a return courier address. Return courier will be at your cost. Please keep a receipt, as courier costs may be reimbursed depending on the circumstances. Once we receive the faulty item, we will determine if a replacement, repair or refund will be the best course of action.

 

In-Store Purchases Return Policy:

Our In-Store Return Policy is subject to proof of purchase made in-store.

We allow exchanges and refunds on some non-sale items within 7 Days. They must be returned in the same condition as purchased. 

All exchanges and refunds are subject to Manager approval. A refund will only be offered if an item is faulty, unrepairable, and a suitable exchange is unavailable.

 

Additional Information:

Please remember that the return process can take some time. We appreciate your patience as we work to provide you with the best solution.

Please reach out if you have any concerns or questions:

Call or Text:

Calais- 02108682812

Monique- 0274488588

Email:

General enquiries- sales@maoribydesign.co.nz

Online order-related enquiries- orders@maoribydesign.co.nz