Returns
Returns for In Store & Phone Ordered Purchases:
For purchases made in our Dunedin store, including phone orders: We are happy to offer an exchange or store credit for items returned within 7 days of the purchase date.
Goods must be in perfect unused condition.
Please choose carefully as we are unable to offer refunds.
For hygiene reasons we are unable to accept returns on lingerie, swimwear, earrings, or beauty products.
See Exchanges, Store Credit, Faulty Items, and Warranted goods for more information.
Returns for Online Purchases
If you decide your purchase isn’t right for you we are happy to swap a size or find you a suitable replacement from our store. If we cannot tempt you with another item, store credit can be held or a full refund (excluding sale items) will be provided.
For hygiene reasons we are unable to accept returns on lingerie, swimwear, earrings, or beauty products.
Steps for returning or exchanging an online order:
ONE: Email us at returns@bellebird.co.nz and let us know why you would like to return or exchange your item.
TWO: We will then issue you with a return authorisation number (RA) via email. This will have a seven-day validation dated from when you received your order.
THREE: Send the item back to Belle Bird via track and trace at your own cost with..
- Item in perfection condition and packaged appropriately.
- Returned within 7 days
- Addressed as below with your returns number. (RA number)
ATTN: Online RA: (your returns number)
BELLE BIRD BOUTIQUE
327 George Street
Dunedin 9016
03-4771036
See Exchanges, Store Credit, refunds, Faulty Items, and Warranted goods for more information.
Online returns conditions:
In order for return to be eligible it must be authorised prior to sending (i.e. a Return Authorisation number has been provided)
BelleBird must receive your return perfect unused condition with store tags still attached.
Your return must physically be received within 7 days from the date your order was received. E.g. Calling or emailing on day 7 with the intention to return an item will not be accepted.
You must meet the cost of returning items to BelleBird. You must use a track and trace option, as we will not accept any responsibility for items which are lost in the mail.
We reserve the right to reject a return if:
- The returns period has lapsed (i.e. it has been received outside of the 7-day period)
- The return was not authorised prior to delivery
- The return is in questionable condition (e.g. damaged, soiled, without tags)
Please choose appropriate packaging as we take no responsibility for items damaged in transit.
Rejected returns will be returned to the customer immediately.
If your item has been held up due to a reason beyond your control please contact us immediately.
Exchanges
For orders within New Zealand: We will ship your exchange for free for full priced goods (excluding footwear) over $100 being exchanged.
Due to the high cost of shipping footwear, a shipping fee of $10 will apply for footwear exchanges.
Sale goods and orders under $100 will incur a shipping fee for the delivery of an exchange (see below).
Please choose carefully, only two exchanges/uses of store credit are allowed from the original purchase.
If an additional exchange is required shipping fees will apply as below (NZD)
Shipping fees:
- Within New Zealand: $6.50
- Australia: $25.00
- Rest of world: $50.00
If you wish to exchange your item you may pick anything currently in stock at BelleBird Boutique. We are unable to order in / purchase products from our suppliers for the purpose of an exchange.
In the case of an exchange where the exchanged item is of higher value than the original purchased item the customer is expected to pay the difference. We do not provide partial refunds if an exchanged item is of lesser value than the original purchase price - the difference will be issued as store credit only.
Please note exchanges cannot be converted into a refund in full or in part at a later date.
Store Credit
Store credit can be held for up to 6 months - this will be issued to you as an online discount code for online returns, and an in-store credit on your account for in-store returns.
In the event of a store credit issued for an online return you will be credited the full amount of your order excluding the shipping costs incurred to BelleBird when the goods were initially sent to you.
Store credit is considered part of the exchange process and may only be re-issued once if your exchange items are not right. Please choose carefully, only two exchanges/uses of store credit are allowed from the original purchase.
Please note store credit and exchanges cannot be converted into a refund in full or in part at a later date.
Store credit cannot be converted into gift cards.
Refunds
Refunds will be processed within 7 days of your return being received in store.
In the event of a refund issued for an online return you will be refunded the full amount of your order excluding the shipping costs incurred to BelleBird when the goods were initially sent to you.
Returning Sale Items:
A sale item is defined as any item that has been discounted from the full price (excluding the use of loyalty vouchers). This includes ‘flash’ sale items which have had a temporary reduction in price.
We will provide either an exchange or a store credit for sale items.
Sale items are not eligible for either full or partial refunds so please choose carefully.
If you are returning an item purchased in a ‘flash sale’ you may either receive store credit or an exchange. Store credit will amount to the purchase total spent by the customer - not the non-discounted cost of the items.
The sale discount will not be applied to any exchange items if the sale has since ended (unless you are wanting a size exchange).
Pre-Orders and Returns
If you pre-order an item and find it isn’t quite right for you we are happy to offer a return for either store credit or an exchange.
We are unable to offer a refund on pre-orders so please choose carefully.
See Store Credit and Exchanges for further information
Returns involving the AfterPay or LayBuy apps.
For returns involving the AfterPay or LayBuy apps the same returns policies as above
See in store returns, online returns, exchanges, store credit, and refunds for further information.
NB: The refund processing time may be longer if you have paid with AfterPay or LayBuy. We process all refunds within 7 days of receiving your return. Once we have sent the refund request off to LayBuy or AfterPay their processing may take an extra 3-5 days.
If you have purchased a sale item using AfterPay or LayBuy we are happy to arrange a return for an exchange or store credit. We do not offer refunds on sale items and as such you will need to continue to make your payments to the chosen app and a store credit / exchange will be arranged for you.
Please note that in the instance that a refund is provided the customer may still be required to continue payment to the app used. BelleBird does not hold itself responsible for any continued payments required due to the customers choice of payment.
We cannot offer refunds for the reason that Afterpay or Laybuy has been used as this is the customers decision - our returns policies remain the same for all payment methods.
Faulty Items
If goods are faulty we will meet our obligations under the consumer rights act.
See below for more information: https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/
Warranted Goods
In the event your item is faulty please email us at returns@bellebird.co.nz and clearly explain the fault and we will issue a Return Authority number.
We cannot accept items that have faulted due to general wear & tear or misuse. General wear & tear includes pulls and pilings in fabrics. All jewellery is delicate we cannot accept returns where jewellery has caught on something causing it to break.
If your item is faulty due to a manufacturing issue we will either repair or replace it.
If a repair or replacement is not appropriate for your particular fault, we will issue on-line store credit.
All items must be returned with the receipt and via track & trace. If you have lost your receipt we will try our best to locate it within our system but do not hold responsibility for your receipts.
Loyalty and returns:
In the event of a return where a loyalty voucher has been used in the transaction: Store credit and refunds will be less the total of the voucher. Your points will be reinstated onto your account - customers may then redeem a new loyalty voucher for use on future purchases.
Exchanges will proceed as normal - see Exchanges for more information.
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