Return and Refund Policy

Need help with an order? Email support@rivendellshop.co.nz with your order number and what happened. We will explain the next step.

Change of mind and exchanges

You can return an item for change of mind, or exchange it for another size or variant, within 14 days of delivery (or 14 days of purchase if you bought it in our shop). The item must be in good condition. Earrings are excluded for hygiene reasons. We allow one exchange per order.

You pay the postage to send the item back. Once we receive and check it, we send your exchange after you pay the NZ$7.90 delivery fee for the replacement. We confirm any price difference before you pay. A change-of-mind refund covers the item price only; the original delivery fee is not refunded.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty or is not what you ordered, contact us with your order number and photos or a short video. Stop using an unsafe item and do not handle broken pieces.

Once we confirm a fault or our dispatch error, we will normally offer a free replacement, including delivery. If you decline the replacement, we can arrange an eligible refund. For a substantial fault, you can choose a refund or a replacement.

Returning your item

Contact us before sending a return so we can confirm where to send it. Unless we tell you otherwise, the return address is:
Rivendell – Shop No 62 Westfield Manukau
Suite 62, 1 Leyton Way
Manukau, Auckland 2104
New Zealand

You arrange and initially pay for a tracked return. Keep your postage receipt and send us the tracking number. If we confirm a fault or our dispatch error, we repay your reasonable return postage.

If a faulty item is heavy, bulky, fragile or unsafe to post, contact us before paying for postage. We will arrange and pay for collection.

We need to receive and inspect the item before we issue a refund or send a replacement or exchange. A tracking number alone does not confirm receipt.

Refunds

Approved refunds go to your original payment method. Your bank or payment provider may take a few days to show the refund.

Your rights

Your rights under New Zealand's Consumer Guarantees Act are not affected. They apply to all items, including sale items and earrings, whatever the 14-day window and condition rules above.