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 request an exchange within 30 days of purchase. The item must be unused, in its original condition and packaging. Jewellery is excluded from our standard change-of-mind policy for hygiene reasons. Please contact us before returning jewellery or requesting another arrangement.

For a change-of-mind or size exchange, you pay the return postage and the NZ$7.90 delivery fee for the replacement. We normally allow one exchange per order. We confirm any price difference before you pay. Please contact us first if you want to request a change-of-mind refund; we will confirm eligibility and the available options.

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 where possible. 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 replacement under the Consumer Guarantees Act.

Your rights under New Zealand's Consumer Guarantees Act apply to sale items and jewellery too. The 30-day change-of-mind window, original-packaging condition and hygiene exclusions do not limit these rights.

Returning your item

Contact us before sending a return so we can confirm the correct receiving location and instructions. Unless we give you different instructions, the return address is:

Rivendell – Shop No 62 Westfield Manukau
Suite 62, 1 Leyton Way
Manukau, Auckland 2104
New Zealand

You normally arrange and initially pay for a tracked return. Keep your postage receipt and send us the tracking number. If inspection confirms a fault covered by the Consumer Guarantees Act or our dispatch error, we repay your reasonable return postage.

If returning a confirmed faulty item would be expensive or complicated because it is heavy, bulky, fragile or unsafe to transport, we arrange and pay for collection. Contact us before paying for postage in these circumstances.

Returned items must normally reach the receiving team for inspection before we issue a refund or send a replacement. We will confirm the findings and remedy with you. A tracking number alone does not confirm receipt. We will tell you if a different arrangement applies to your case.

Refunds

Approved refunds go to the original payment method. They often appear within 24–48 hours after processing, but your bank or payment provider may take longer. Contact us if an expected refund has not arrived.

These steps do not remove or restrict your rights under New Zealand consumer law.