Refund policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at office@charliandcoco.co.nz. If your return is accepted, we will advise the shipping address. Charli & Coco cannot be held responsible for reimbursement or compensation for lost packages sent to us therefore we suggest you send via a traceable method. Postage and/or custom or import fees are the responsibility of the customer and are are non-refundable.

You can always contact us for any return question at office@charliandcoco.co.nz.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Faulty Goods
We endeavour to send only the highest quality products and each order is inspected prior to despatch. However in the unlikely event that something reaches you in less than perfect condition we will honour our statutory obligations. If you would like to return a faulty item, follow the standard returns process. Items that are damaged as a result of wear and tear are not considered to be faulty and ultimately it is at the discretion of Charli & Coco to determine fault. Upon accepting the fault of the product, we have the option to repair the fault or replace for the exact product. If we cannot repair or replace you will receive a full refund including your original postage. Unfortunately any levies in the destination country are non refundable.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalised items), and personal care goods (such as grooming products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.