EXCHANGES
If you wish to exchange an item/s purchased from E-Boutique please contact us within 7 days from purchasing the item to request a Return Authorisation Number (RAN). You can contact us on enquiries@heirloomwoollen.co.nz Please note: exchanges will not be accepted without a RAN.
There are no exchanges on sale goods unless the goods are faulty or incorrect.
Return shipping to E-Boutique is the responsibility of the customer unless the item is faulty or incorrect. Heirloom is not responsible for the safety of the item/s in transit. It is your responsibility to send in an appropriate and safe manner.
All items must be received in an unworn, unwashed and unaltered state with all original tags and packaging in good condition. Once the item/s has been checked, a replacement garment will be sent to you at the cost of Heirloom.
We will email you confirmation and your tracking number once your replacement item has been dispatched.
RETURNS
If you wish to return an item purchased from Heirloom please contact us within 7 days of purchasing the item to request a Return Authorisation Number (RAN). You can contact us on enquiries@Heirloomwoollen.co.nz. Please note: returns will not be accepted without a RAN.
There are no returns on sale goods unless the goods are faulty or incorrect.
Return shipping to Heirloom is the responsibility of the customer unless the item is faulty or incorrect. Heirloom is not responsible for the safety of the item/s in transit. It is your responsibility to send in an appropriate and safe manner.
Returns must be sent within 7 days of obtaining an authorisation number in order to be eligible for a refund.
All items must be received in an unused, unwashed and unaltered state with all original tags and packaging in good condition. Once item/s has been checked the purchasing amount will be refunded to the credit card used at point of purchase.
We will advise you once the returned goods have been received and when the refund has been processed.
Refunds processed to an international credit card will be done so using the exchange rate on the day the refund is processed.
FAULTY OR INCORRECT ITEMS
A faulty or incorrectly sent item can be exchanged or returned for a refund of the purchasing price. We must be advised of faulty or incorrect goods within 7 days of purchasing the item. Contact us on enquiries@Heirloomwoollen.co.nz as soon as possible to discuss returning the item/s to us.
We will repair, replace or refund the item within 7 days of return receipt. Heirloom will refund the shipping amount to return the item and cover shipping costs to replace or return an item to you if an item is faulty.
SPECIAL ORDERS
Items that are purchased via our Special Orders service cannot be returned or refunded. Contact us on enquiries@Heirloomwoollen.co.nz as soon as possible to discuss any issues and we will help you in any way we can.
DELIVERY DETAILS
We deliver to the countries that are available to you in the drop-down menu when you register for a shopping account. Please be aware that for the time being our dispatch warehouse operates on a Monday-Friday cycle. Delivery times to you will depend on the delivery methods available when you purchased your item and also on the location of your delivery address.
How We Deliver Your Purchase
Your Delivery Address
- Please note that we are unable to deliver to PO Boxes.
- Because a signature will be required, it is a good idea to provide a delivery address where you will be during the day, such as a work address.
- If your work address is in a multi-level or large building, please note most couriers will only deliver to the foyer.
- You are responsible for the package once it has been delivered.
- If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick up the package.
- Please be aware we are unable to provide exact delivery times by our couriers, and that couriers do not call prior to delivery.
Multiple Delivery Addresses
You may like to have your purchases delivered to different addresses. To do this, you will need to place each order separately, as we can only deliver to one address per order.
Delivery Times
Delivery times will depend on the options available to you at the checkout. Approximate delivery times are as follows:
New Zealand orders (Courier Post):
2-3 working days
International deliveries (NZ Post Economy Courier):
Australia, 2-3 working days
Rest of World, 3-6 working days
Tracking Your Package
We will email you the tracking number of your package. You will be able to follow the progress of your package through the courier company.
International customs charges and import duties
Unfortunately, we have no control over customs charges and import duties, and as customs policies and import duties vary greatly between countries, we are unable to tell you whether charges will be payable and what this cost will be. On occasions when customs charges and import duties are imposed, these charges must be paid by the recipient of the parcel.
Customs charges and import duties are charged once the parcel reaches the destination country, so a good idea would be to contact your local customs office for current charges before you order, to avoid any nasty surprises.
Heirloomwoollen will not be responsible for any customs charges and import duties.
