Returns Policy

Returns and Exchange Policy 

In the event that you are not 100% satisfied with any item you purchase, we accept returns on any item within 14 days of when the order was shipped.  You can return your item for a different product or a refund for the original payment method.  If you wish to return an item (except for pre-orders), send us an email to Lematcreations@outlook.co.nz or use the Contact Us form on our website. We reserve the right to deny refund to sender without prior return approval.

The following are exceptions to our return and exchange policy.

  • SALE or CLEARANCE items cannot be returned or exchanged
  • Returned items must be

-      unused

-      unwashed 

-      undamaged (unless faulty)

Please note we do not accept any returned items that have stains, animal furs or any odours (e.g. perfume, cigarettes etc).

For hygiene reasons, we do not accept Jewellery exchange.

Faulty Items

Please check all items carefully once you have received them. Even though each item is inspected before we shipped them, it may still be possible to receive a faulty item.  If you think the item(s) you received may be faulty please contact us by emailing Lematcreations@outlook.co.nz within 3 days of receiving your item. Please attach a picture in your email. We will issue an exchange or (refund if the item is unavailable) for faulty items or items that were sent incorrectly (wrong size, wrong color) once we received your item. Your item must be unused and in the same condition that you received it. 

 Return Shipping

To return your item for refund or exchange, you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee we will receive your item.

Refund Process

Any returned item must be in its original condition.  Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 1 -2 working days.  If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 2-10 days.  Due to varying Bank processes, please allow for a period of up to 14 days for us to process the refund.

Pre-Orders

Pre-order items have a certain time to arrive depending on when you place your order and your location.  Pre-orders within NZ take at least 1-2 weeks and internationally 2-3 weeks depending on availability of freight and shipping carriers when your order is send and courier when your order arrives. You will receive a tracking number via email or through our Facebook page messenger once your pre-order items have been shipped to you. DO NOT place a pre-order If you need an item by a certain date, we cannot guarantee the item will arrive by your designated date. Pre-orders can have production delays. When placing your pre-order you agree to these terms. DO NOT place a pre-order if you are not willing to wait for your item(s) to arrive. NO ORDER CANCELLATIONS, SIZE CHANGES, RETURNS OR EXCHANGES ONCE YOU HAVE PLACED YOUR PRE-ORDER. 

It is our mission to design and create products that are unique and beautiful as you.  If there’s something about our products that aren’t meeting your standards, please let us know, we truly want to hear from you so we can make it better.

 

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