Returns & Pre-order Policies

RETURNS
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. Products cannot be returned in place of dried florals and vice versa. 

Please contact store@ornament.co.nz should you wish to make a return.

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. 

Returns are not refunds. Returns are issued in the form of Store Credit. 

If an item is purchased online and the item arrives broken from the courier in order to return this item we must have it in the original postage packaging to show how it was packed for our shipping brokers to approve the claim, if it is not we are obligated to reject the return. If the item(s) have been delivered by a courier/carrier they need to be uplifted from the courier/carrier to assess the damages in the original packaging and we need to be notified upon receiving, no longer than 48 hours after the recorded delivery time.

Several types of goods are exempt from being returned.

Perishable goods such as pantry items and dried flowers cannot be returned. 

Additional non-returnable items:
- Gift cards
- Sale items
- Health and personal care/skincare items
- Furniture pieces and rugs 
- Antique & Vintage pieces
- Pre-ordered and specially ordered items


To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer, we need to view the goods in person to issue refunds.

There are certain situations where only partial refunds are granted (if applicable).

Refunds (if applicable)
In the event the item is broken, damaged or faulty. *Excluding small defects in our handmade items.

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 3-5 working days. 

Pre-Orders & Custom Orders
Items purchased as a pre-order or a custom order cannot be cancelled before delivery nor can they be returned, refunded or exchanged. When your pre-order is placed we will provide you with an approximate arrival date and do our best to ensure this timeframe is met, however this date is subject to change based on availability and delivery turnaround. Any changes in delivery timeframes do not qualify for the item to be refunded. 

Apparel & Footwear

We offer exchanges only on our Apparel and Footwear collections. Exchanges can be made for store credit or for a different size or item available in store.

To be eligible for a return or exchange the items must be successfully returned to Ornament Birkenhead Store (100 Hinemoa Street, Birkenhead, Auckland 0627) within 14 days from purchase, unworn, unused and in perfect condition with designer garment tags attached and all original packaging including any garment bags, boxes and tissue paper. 

Damaged, worn or altered items deemed not to be in same condition by our staff will not be exchanged and will be returned to the customer.

We can exchange footwear if notified within 48 hours of receiving the item. We do recommend you try on your new purchase at home, and that you do so inside and on carpet, as we’re unable to accept returned orders if the item has been worn or damaged after purchased. Footwear must be in original boxes undamaged, we do not accept returns for without boxes or shoes with marked or scratched soles.

Size exchanges are subject to availability, if we cannot fulfil a size exchange request you will receive a store credit. 

Returns and exchanges are not accepted for items purchased on sale or with a promotional discount. Sale items are final.

Return shipping fees are at customers cost and risk, once the item is returned to store for assessment we will contact you on the status of your return.

 

Lighting
Our shades do not include the pendant they are a shade only.

Pendants are sold separately. 

Any adaptions that are required to be made to hang your shade we are happy to advise on, please enquire further before purchasing should you have any questions.

Our lamps and floor lamps are not supplied with bulbs. If you purchase a lamp of the store floor these are our display bulbs and do not come with the lamp. A few of our European lights have Euro plugs. Adaptors are available to purchase from any electrical store or even at most countdowns. Alternatively you can have these switched over at your local electrical services store. Some lamps require minimal assembly, if you happen to damage the light during assembly we can not guarantee we can replace it, please handle with care.

Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, 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 at store@ornament.co.nz 

Sale Items (if applicable)
Only regular priced items may be returned, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. We only allow one exchange per purchase order if returned in perfect condition with original tag and packaging within 14 days. If you need to exchange a product for the same item, send us an email at store@ornament.co.nz

Refunds and exchanges with Afterpay

If you qualify for a refund (your refund has been approved by our team) and paid for your order via the Afterpay service, Afterpay will require approval from us and then process the refund from their platform. You may need to allow 5 additional working days for your refund to be processed. The app will process the payment back onto the debit or credit card linked to your account and they will adjust or cancel your payment schedule as necessary. This payment is subject to Afterpay's processing times. We cannot process any exchanges for items purchased on the Afterpay platform.

If you want to exchange a product you purchased on Afterpay your Afterpay schedule continues and we just process the exchange or exchange for credit as usual.

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 mailed 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.

Please note that exempt return items still apply when gifting products.

Shipping
To return your product, you should mail your product to: 100 Hinemoa Street, Birkenhead, Auckland 0626, New Zealand. Deliveries can only be accepted during store hours Tuesday - Friday between 10am - 4pm. 

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 over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please note any damages to a return package is at customers own risk. 

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