EXCHANGES, RETURNS & REFUNDS POLICIES:

 If for some reason your purchase isn’t quite what you expected, or it is faulty here are our policies and procedures for easy returns and exchanges.

ALL EXCHANGE PRODUCTS MUST BE RETURNED IN THE SAME CONDITION AS PURCHASED. This includes all tickets still attached to garments, any packaging in original condition & not marked. Garments not worn, washed, personalised or used in anyway as we will be unable to accept for exchanges. We will require your proof of purchase.

SALE AND CLEARANCE: Please choose carefully as there are no exchanges, returns or refunds on our sale or clearance items. If there is a manufacturing fault, please read our faulty product procedures.

PLEASE NOTE that due to hygiene reasons, we are unable to offer exchanges on the following products.

All face masks and underwear.

ANY RETURNS OR EXCHANGES MUST BE ACTIONED WITHIN 14 DAYS FROM RECEIPT OF PRODUCT BEING DELIVERED TO YOU OR PICKED UP FROM OUR STORE

 

EXCHANGE POLICY & PROCEDURE:

If your product arrives and isn’t how you expected, we are happy to exchange, issue a store credit or a voucher for the price you paid (less, shipping costs).

1. Please email us at ilovemerino.dunedin.orders@gmail.com to let us know your name, address, what you purchased, purchase order/receipt number and what isn’t right about your order.
2. Please attach a photo of the purchased product.
3. Let us know an alternative size or product to exchange for. Please include a contact phone number so we can call to confirm our acceptance to exchange and issue you with an approval return code and our address. (No return will be accepted without a returns approval code.)
4. Next, please carefully pack and post or courier your product back to us within 5 days of us having contacted you. Please let us know the tracking number too. I Love Merino takes no responsibility for return parcels until they arrive back in store to us. (Return shipping is at the expense of the customer)
5. Once we receive your parcel, we will then send out an exchange product, store credit or online voucher and notify you by email.

 

FAULTY PRODUCT PROCEDURE:

While we check all products before sending you may find a manufacturing fault we have missed. If so, we are happy to remedy this.

1. Just email us within 7 days of receiving your purchase. We need to know what you purchased, a description of the fault and please attach some photos of the product & your purchase order number. Our email is ilovemerino.dunedin.orders@gmail.com Include your contact phone number.
2. We will then contact you to advise a return approval, return shipping and a replacement or a suitable solution in accordance with Consumer Guarantees Act.
3. Any refunds will be processed within 3-5 business days after we have received the returned product. We will credit your original method of payment.