Refund policy
Returns
We carefully examine each product before it is sent to you and the order double checked by our staff. As a large percentage of our goods are handmade please note that some minor imperfections and variations are to be expected.
Please choose your products carefully as we do not refund products unless the item is faulty, but we are happy to exchange a product for another item of your choice.
Our returns and exchange policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, cosmetics, books cannot be returned. We also do not accept products that are intimate, hazardous materials, or flammable liquids such as hand sanitiser.
Additional non-returnable items:
- Gift cards
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please be aware that under NZ Law we are not required to offer a refund if you change your mind. So please choose carefully.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you are denied a refund we will return the goods to you at your request. You will be responsible for any shipping costs.
Late or missing refunds
If you haven’t received a refund within 7 days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the contact form under 'Contact Us' at the bottom of this page.
Sale items
Only regular priced items may be refunded, unfortunately sale items or bargain items cannot be refunded.
Exchanging items
We are happy to exchange goods for the same value or more if you find that the item you have purchased does not meet your requirements. You will be responsible for all shipping costs. Goods must be returned in its original condition (not worn or used) and proof of purchase must be provided.
If you wish to exchange an item of clothing for a different size or colour we require the following:
1. Please contact us within 5 days of receiving your order using the exchange form HERE
2. The item must not be damaged or worn, in its original condition and packaging with labels attached.
3. We will discuss the best option for returning the clothing item to Souvenir Factory Shop.
4. Once Souvenir Factory Shop receives the original product and confirms its condition we will send a replacement item.
5. You will be responsible for any shipping costs associated with this exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should courier your product to: Souvenir Factory Shop, PO BOX 15173, 32 Tauhinu Road, Miramar, Wellington 6022, New Zealand
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Cancellation of Order
You may cancel an order providing it has not been dispatched from our warehouse. If cancellation is possible, we will issue a refund to the credit card used for your purchase.
Please allow 2–3 business days for the refund to appear in your account.
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Australian Exchanges
Please use our exchange form provided HERE
Because our initial postage rates to Australia have been discounted, there may be an additional cost for sending your exchange. Once we receive your email, we’ll confirm the exact amount with you. All prices are listed in NZD, but your payment will be processed in AUD.
Please return your parcel using a Track and Trace service so that we can both confirm that it has arrived safely.