Our Returns Policy
LOST OR DAMAGED GOODS
If your order is lost or damaged during transit, or if there are issues with the items you must contact us within 7 working days of placing/receiving your order at returns@saintrow.co.nz. Unfortunately we cannot compensate for lost Jewellery parcels sent as this is as the customers risk, in accordance with NZ Posts Terms.
ONLINE RETURN & EXCHANGE POLICY
Our Saint Row team want you to love and wear your purchases. If you are not perfectly satisfied with your order, we will supply a credit note or refund for return requests made within 7 days of the original order date within New Zealand only. We must receive tracking details within 10 days (or the date stated in our email) of the original purchase for a refund or credit note to be issued.
Saint Row cannot offer returns on earrings, any sale items and orders where discount codes have been used. Saint Row cannot offer returns on orders sent internationally.
Please note, as we do not currently have boutiques, all returns must be sent via registered New Zealand Courier with the returns slip provided and at the customers expense.
Exchanges are subject to availability. For exchanges we do require customers to return the original item before we send out the new item, shipping is at the customer's expense. Once an item has been exchanged we no longer offer refunds.
REQUEST A RETURN
To lodge a return request email us.
If your return request is approved, you will receive instructions on how to return your item(s). All items must be returned with their original packaging in brand new condition with tags attached. Any item suspected to have been worn WILL NOT be accepted as a return.
If your return request is approved, you will receive a return shipping label (where possible) and further directions via email. Once your return has been received, your refund (to the original payment method) or credit note will be processed, less shipping costs. Please allow up to 10 days for processing.
FOOTWEAR
Footwear must be returned with all original packaging, including undamaged boxes. Saint Row does not accept returns without boxes or with marked or scratched soles.
GIFTS & GIFT CARDS
If you have received items as a gift and wish to make an exchange, you may return items to receive a gift card of the same value. To organise a gift return, please contact our Customer Care team from 9am-5:30pm Monday-Friday on our email returns@saintrow.co.nz.
Gift cards are valid for 1 year from the original purchase date. Gift cards cannot be redeemed for cash.
FAULTY ITEMS
If you believe the item that you purchased is faulty, please contact our Customer Care team from 9am-5:30pm Monday to Friday on our email returns@saintrow.co.nz.
Saint Row classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear are not considered to be faulty.
THE FINE PRINT
Returns received outside of 7 days may be accepted at Saint Row's sole and absolute discretion.
Returned items must be in their original condition - unworn, unwashed, unused and with all Saint Row and return tags attached. Garments received soiled or with make-up marks will not be accepted and will be sent back to the customer at the customer’s expense.
Saint Row will supply a return postage label where possible. When Saint Row does not supply a return postage label items must be sent via registered courier or by other such means or carrier of your choice, which provides proof of posting and delivery. Saint Row will not be liable for items lost in transit.
Where the items fail to be of acceptable quality, and the failure does not amount to a major failure, Saint Row is entitled to choose between providing you with a repair, replacement or other suitable solution. Exchange of items is subject to availability. Saint Row classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear are not considered to be faulty. If the item is confirmed to be faulty and a refund is in order Saint Row will refund to the original card used for the purchase and will include full value.
If an item has been incorrectly priced at lower than its correct price, Saint Row will contact you for instructions before shipping or cancel your order and notify you as a result.
Our Returns Policy includes the rights you have under the New Zealand Consumer Law and provides you with additional benefits to those rights.
If you have any queries about our Returns Policy, please contact our Customer Care team from 9am-5:30pm Monday-Friday on our email returns@saintrow.co.nz.
