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refunds and returns

It is important to me that you are happy with your order. If there is something wrong with your order, or if the products you have received do not match what you ordered, or have arrived in a damaged state, please contact me immediately via the website contact form, or email becs@mamalovecollective.co.nz

No refunds, returns or exchanges will be processed unless contact has been made about any issues within seven (7) working days of receipt of your item.

We do not refund purchases on the basis of changing your mind, or where the wrong item has been added to your cart while shopping. Please double check that you have the correct items in your cart before progressing to the checkout.

For hygiene reasons we are unable to refund or exchange earrings, so please choose carefully. Additional non-returnable items include:
- Gift cards 
- Downloadable products 
- Books, where we believe there may be a resulting copyright infringement
- Some health and personal care items
- Any item that has been opened, unwrapped, and/or used in any way

Damaged Products
If your products arrive damaged please follow the process below:
- Use the email address above to advise me that your order has arrived damaged.
- You need to tell us your order number, your name, and the address your order was shipped to.
- Please send photographic evidence of the items you received, and the damage to them, including photographs that show the condition of the packaging your order arrived in.
- Please ensure you keep your delivery in the state in which it arrived. I will advise you of the next steps once I have received your email.

Incorrect Delivery
If your products arrive and they do not match what you ordered please follow the process below:
- Use the email address above to advise me that the order you received does not match what you ordered.
- You need to tell us your order number, your name, and the address your order was shipped to.
- Please send photographic evidence of the items you received, and let me know which of these do not match what you ordered.
- Please ensure you keep the delivered products, unopened and unused, and I will advise you of the next steps once I have received your email.

    All products must be returned with their original packaging, in the state in which you received them, with all enclosed documentation. The arrangement of shipping and the cost of returning your order is your responsibility, and you are responsible for the products until they are delivered to my office. Please ensure you package your return parcel safely to prevent any damage to the products or boxes. If the products you return are received in a condition different to that demonstrated in the photographs I received from you via email, you will not be eligible for a refund or exchange. If I am re-shipping your order because I sent you the wrong products by mistake, or because your products arrived damaged, the shipping of the replacement products will be free. I will only issue a refund or replacement product/s after I have received the returned items. I will only refund the value of the product/s purchased, not the original shipping cost.

    New Zealand customers are protected by the Consumer Guarantees Act.

    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 or bank as there is often some processing time before a refund is processed.
    If you’ve done all of this and you still have not received your refund yet, please contact me via email at becs@mamalovecollective.co.nz