Refund policy

Returns & Refund Policy

Returns and refund exceptions: 

• We are unable to accept returns on earrings due to hygiene regulations.
• Discounted and sale items are final and cannot be returned or exchanged.

If you would like to return your order,  we're here to help! You have 30 days to return your order in New Zealand.  You can return your product for a full refund, excluding original shipping costs. 

Return steps:

1. Email us at returns@heiress.store and we’ll send you a returns form.
2. Fill it in and use our supplied address on the front of your parcel. Make sure you include your returns form in your shipment as we can’t process returns without this.
3. Be sure to send your merchandise back in its unused, original packaging.
4. Send it back to us using a tracked and insured service (recommended) and it will be on its way back to HQ.
5. Once we’ve received your return, we’ll let you know that your refund is in progress. It may take around seven days to appear back in your account but often it’s much quicker.

We cannot be held responsible for items damaged or lost in return shipments and we’re unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.

Exchanges

We don’t currently offer exchanges.

We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected on return.

Please reach out if you have any other questions on returns and refunds at returns@heiress.store.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience easy. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Heiress Store account or future orders being refused.