Returns & Exchanges
We aim to provide you with an exchange and return service that is easy and convenient so that you can start wearing your product as soon as possible. There are, however, some requirements that we ask you to follow before returning a product to us. Please read the following information carefully as it will help you to understand our policies and will ensure that we can assist you in the best possible way.
Please choose your item carefully. Oli & Gus Ltd will not accept a return because you have simply changed your mind. We offer an exchange or store credit if the sizing is incorrect.
We will refund the full amount if the item has default to the fabric or design.
We do not offer returns, exchanges or store credits on sale or sample items.
There are no returns on any accessory piece.
There is an additional postage charge should you wish to exchange an item.
We endeavour to display accurately the colours of our fashion items and products appearing online, however due to colour variations in computer monitors we cannot guarantee the colours displayed are completely accurate.
Products may be returned to us for an exchange or credit provided that it is returned in accordance with the following conditions :
- The product is in perfect condition. This means it is unmarked, unworn, unwashed, odour-free, with all labels attached.
- The product is neatly folded in the original packaging, keeping all labelling flat as you place it back in to the packaging.
- We receive your return within 14 days of us having dispatched your order. For orders outside of New Zealand, returns will be accepted within 28 days of dispatching the order to you. Please note over the Christmas period, orders placed after November 25 each year, the period to return a product is extended to January 15 for New Zealand customers and January 22 for international customers.
When you receive your order please ensure that you are wearing underwear when you first try on the item and that the product does not come in to contact with any hair products, makeup or nail polish. Remove any jewellery including rings, earrings or necklaces that may catch and snag the fabric of the product.
Returning a Product
If you decide to return a product, please complete the Returns and Exchanges Form, this can be downloaded here. Enclose the form with the product in secure packaging for the return journey to us. Select a secure, traceable postage service for the package and ensure that it is clearly addressed. The customer is responsible for all return shipping costs.
It is important that you complete all fields on the Returns and Exchanges form so that we can process your request correctly. If your return is part of an exchange it is important that you include your new order number on the Returns and Exchanges Form.
Processing Your Refund
When we process your returned item it will be thoroughly inspected for damage and wear, to ensure when the top is on-sold it is in pristine condition. If there are any signs of damage, wear, swing tags removed/not present, we may return the product(s) to you, or charge a $20 damaged goods fee per damaged item.
If the return is approved, we issue a store credit.
Refund - A refund to the credit card or Paypal account that was used for the original purchase. The refund will be for the amount you paid for the product less a $5.00 processing fee per item. Note the processing fee does not apply if you have already placed a subsequent order to replace the incorrect item(s).
Store Credit - A store credit for the full amount you paid for the product. No processing fee is applied. The store credit details will be emailed to you and will be available for use on a future purchase, valid for 12 months.
Our preferred and quickest way to process your exchange is for you to place a new order with us online and simply return your original order to us for a refund by following the instructions for Returning a Product. By placing the order online for an exchange, you will be assured to secure the product you want and avoid the delay of us waiting for the arrival of your returned product. It is important you complete the Returns and Exchanges Form correctly so we can refund the correct amount as quickly as possible. If you would prefer to exchange products by returning them to us first please follow the Returning a Product instructions. Your completed Returns and Exchanges Form must specify which products you wish to receive and a phone number that we can contact you on during business hours. An exchange for a product of lesser value will have the difference refunded to the credit card or Paypal account used for the original purchase.
Exchanges performed using this method can take up to 5 days for us to process once we have received your products for exchange. This may be delayed further if the item you requested is not available. If you require a fast efficient exchange, we recommend you follow our preferred method.
If you are uncertain of your size after consulting the sizing information please contact us at firstname.lastname@example.org
There are no returns, exchanges or store credits on any sales item.
We believe our products are made to an exceptional standard but you are protected if there is a genuine manufacturing fault with the product you have purchased. If you believe your item has a manufacturing fault or does not meet your quality expectations, please take a photo of the fault or issue and email us at email@example.com with the picture attached and a description of the fault. Please also include the original order information including order number and date. We can get a pretty good idea from the picture how to proceed. There are several different options :
- If we can clearly see the fault and believe the product has not performed as it should we will offer you the choice of a store credit of equal value of your original purchase or a refund.
- If we cannot see the fault clearly and the product requires additional inspection, we will ask you to return the product to us.
If we deem the product has been mistreated or has performed for a reasonable period of time, we will inform you that your request has not been approved.
We have high expectations for our products but they do not last for an indefinite period when subjected to harsh chemicals, sun exposure and vigorous use. Please follow the product care instructions and consider these prior to contacting us as to whether the fault is just a reasonable sign of ageing in a well-loved product.