Returns and Refunds

Returns & Refunds Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t 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.

To complete your return, we require evidence or proof of purchase.

The original shipping cost is non-refundable under any circumstances.

Refund will not be considered under the following circumstances:

1 )Any item not in its original condition, is damaged or missing parts for reasons not due to our error

2) The item has been used or is not resalable.

3) If you change your mind about a particular purchase.

4) You no longer need the item.

5) If the item is as described but not as you have expected or imagined, which includes colour. Handmade items always have a slight difference in size or shapes. Please choose your purchase carefully. ( Please note: the colour you see on your monitor depends on your computer screen settings).

6) All custom made or prepared specially for you items are not accepted for returns and are non-refundable.

7) Only 50% of the amount will be refund once the custom made order is started to produce.

8) Digital Download items

Refunds (if applicable)

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.

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 joanna@needlefelting.co.nz.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items may not be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at joanna@needlefelting.co.nz and send your item to: P O Box 251197, Pakuranga, Auckland 2104, New Zealand.

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 he will find out about your return.

Shipping

To return your product, you should mail your product to: P O Box 251197, Pakuranga, Auckland 2140, 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 over $50, you may consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.