NZ Outlet confidently stands behind the quality of its products and customer satisfaction is important to us. Before posting any negative feedback or review about us or our service, please get in touch with us to resolve your query as soon as possible. We do not sell expired, imitations, knock-offs or duplicate products.
Do not send any returns to the manufacturer, please get in touch with us.
Please mention your order number, name and order details along with pictures/videos for us to investigate your matter as quickly as possible. Before returning anything, please get in touch with us.
As soon as you place an order on our website, you will get an automated order confirmation email with all the details about the products + colour/shade/volume chosen & added by you in your shopping cart. Please check all the details if by chance you have added an incorrect variant of the product or have put incomplete shipping address.
Although, this information is also visible at the checkout of our website prior to making any purchase. We still advise everyone to check their order confirmation email and notify us for any changes if applicable. We try to dispatch all orders as soon as possible and making any changes can be difficult if not notified well in time.
If the tracking details show that the item has been delivered but you have not received it, please check your letter box and area near front door. If the parcel is not there, then please contact the nearest courier's branch to get in touch with the delivery driver in your area.
By default we only provide non-signatured courier service. If you would like to get a signatured delivery (at no extra charge), then please mention in the delivery instructions or by getting in touch with us. If a non-signature parcel (authority to leave) has been left at your property, gets lost or stolen after being delivered to your address, then we will not be liable for any refund. Please ensure that you choose a shipping address, where someone would be present to receive the parcel like an office address. You can mention in you delivery instructions for the delivery driver to leave the parcel in your letterbox.
Our Return Policy lasts for 14 days from the day of your purchase. As soon as you receive the product, please check all the item(s) of your order before opening and using them.
You are required to get in touch with us and notify us as soon as possible if:- (a) Any item in your order has arrived in damaged, faulty, unusable condition; (b) Received item is incorrect and does not match the one which you had ordered; (c) Received item is correct but you have changed your mind and you would like to exchange it with some other product
If the received item(s) in you order is damaged and is not in a usable condition, then please take pictures of the parcel & the product immediately and share the details with us via email or Facebook messenger. After investigating the matter we might offer you a replacement/exchange (dependent on availability of stock) or refund (less shipping fee) or appropriate compensation. If we require the item to be returned back to us, we will pay for the postage.
If the received item(s) in your order is incorrect and does not match the item(s) which you had ordered, then please take pictures of the parcel & the product(s) immediately and share the details with us via email or Facebook messenger. After investigating the matter we might offer you a replacement/exchange (dependent on availability of stock) or refund (less shipping fee) or appropriate compensation. If we require the item to be returned back to us, we will pay for the postage. Returns will only be accepted if the item is in the same condition(original packaging) in which it was shipped to you. Any refunds or replacements would be only processed after proper investigation & inspection of the returned item(s).
If you are dis-satisfied with the product(s), which you have received then please get in touch with us. We will investigate the matter to resolve as soon as possible by taking appropriate action.
If you have received the correct items in your order and have changed your mind, then please get in touch with us as soon as possible. We might offer you a replacement/exchange, refund (less shipping fee) after return. Do not open or use the product which you do not wish to keep. Due to health and safety reasons, your items cannot be returned or refunded if you have opened or used them regardless if they are the wrong ones. Returns will only be accepted if the item is in the same condition(original packaging) in which it was shipped to you. Any refunds or replacements/exchange would be only processed after proper investigation & inspection of the returned item(s). By implementing this policy we also try to reduce the risk of getting a counterfeit/knock-off product in return to the authentic one we shipped.
If you are returning an item which you do not wish to keep, then you would be paying for the secured postage. For items of value higher than $20, please use a tracked postage/courier service. We will notify you as soon as we receive any returns (at both pre & post inspection).
If we have not been notified within 14 days of purchase, then it would be very difficult to process any such requests for return or replacement or refund. So please get in touch with us as soon as you receive your order and notice any damage or incorrect item. You must report any faulty or damaged items within 48 hours of receiving them. Photos or other forms of evidence are requested as proof. We reserve the right to refuse claims that are made after 14 days of purchase.
For hygienic-health & safety reasons we do not accept returns we rarely accept returns of make-up, cosmetics, and nail polish if you have changed your mind / it has been opened or used / it was damaged on arrival. Gift cards are non returnable items, although you may be eligible to use them during our Pop Up Sale event.
For returning Fragrances, you can not use general Postal Service, as they are considered as dangerous goods. Please use proper packaging and tracked courier service to return the fragrance back to us in safe manner & in original packaging.
Full refunds (less shipping fee) or partial refunds (less shipping fee) will only be offered on items that are defective/damaged and we are unable to send a replacement. We can't process a refund if you just change your mind and don't want to keep it anymore. However, we may offer replacements/exchange after receiving and inspecting the returned items to be in their original packaging. You will be notified as soon as we process any refund. It may take 3-5 business days for the amount to show up in your bank account.
We may or may not offer a refund on an item which is on sale or is on clearance.
All warranties, guarantees and policies are void if you resell our products. Warranties and Guarantees are not transferable.
We adhere and comply to NZ Consumer Guarantees Act & Fair Trading Act, along with standard terms and conditions of trading via our Marketplace, e-commerce platforms, Payment gateways & Logistics.
We have made every reasonable effort to display the products featured as accurately as possible. The device you use to view our products online may impact on the way product is displayed. We do not guarantee that the colour, texture or detail of the product shown on your screen will accurately reflect the actual product. Measurements, volumes mentioned in on our listings are approximate only.
If the item is dispatched from overseas warehouse outside NZ (Would be mentioned in the product's listing), then buying price may not include the applicable custom duties. All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the exact value of the items in your order directly on your package – the value is the retail cost. We cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees. We do not take any part in such illegal practices.
Please check http://trade.me/whatsmyduty
Please check: http://www.customs.govt.nz/features/internetshopping/Pages/default.aspx
Please get in touch with us via:
Facebook Messenger: https://m.me/nzoutlet/
Phone: 0800 NZOUTLET (0800 69688538) (Business Days only, 10 AM - 5 PM)
Office Address: Level 1, 72A Byron Street, Sydenham, Christchurch 8023 (This is NOT a retail store/shop)
Address for Returning Parcels:
C/O NZ Outlet
Level 1, 72A Byron Street