Refund policy
Last updated: 21 February 2026
Returns, Exchanges and Refunds
Every item is carefully inspected before it leaves us, and we take great care with our packing.
If something isn’t right, we are here to assist.
Change of Mind
Refunds
Items may be returned for a refund within 30 days of delivery.
To be eligible:
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Items must be unused and unworn
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In original condition
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Returned with original packaging
Refunds are issued to the original payment method.
Shipping costs are non-refundable.
Engraved items cannot be returned.
Free Exchanges or Store Credit
We offer exchanges or store credit within 60 days of delivery.
This is often suitable for:
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Size adjustments
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Gift exchanges
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Selecting a different piece
Eligibility is the same as above (for 30-day Refunds).
Store credit is valid for 12 months from the date of issue.
Exclusions
The following items are not eligible for change-of-mind returns:
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Earrings (for hygiene reasons)
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Custom or engraved items
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Items showing signs of wear
Faulty Items
We are committed to supplying goods of acceptable quality.
If your item develops a fault that is not the result of normal wear, impact, or misuse, please contact us as soon as the issue becomes apparent.
For New Zealand customers, your purchase is protected under the Consumer Guarantees Act 1993.
If a product does not meet acceptable quality standards, we will provide a remedy in accordance with the Act. This may include:
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Repair
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Replacement
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Refund (where appropriate)
We may request photographs and require the item to be returned for assessment before confirming the appropriate resolution.
Damage caused by knocks, drops, improper care, or normal wear over time is not considered a manufacturing fault.
Natural variations in greenstone, bone, wood and other natural materials are part of their character and are not considered faults.
Greenstone will chip or crack or break when knocked or dropped, and the customer must bear responsibility for taking care of their purchase appropriately. ShopNZ will not replace or refund for greenstone rings, earrings, necklaces, mere etc that have been dropped or knocked.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs.
For exchanges, we cover the cost of shipping the replacement item.
Where a fault is confirmed, we will reimburse reasonable return shipping costs i.e. if in NZ, we will email or send a return courier label. If overseas, the return must be by cheapest airmail option, and cost evidenced by the postal receipt.
We recommend insuring the parcel, as we are not responsible for items lost or damaged during shipping back to NZ. We also will not pay any duties or GST for the return of the parcel.
If an item is assessed and found not to be faulty, return shipping costs are the responsibility of the customer.
How to Arrange a Return
Please email care@shopnz.com and include:
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Order number
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Item(s) concerned
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Description of the issue (photos where applicable)
We will provide further instructions.
Our return address is:
Returns
ShopNZ
12 Pahau Ave
Tikipunga
Whangarei 0112
New Zealand
Can't find something in your parcel?
We know how exciting it is to receive our packages. But please be very careful when you open your parcel, to make sure you have found everything you have ordered. We protect everything well, so sometimes a piece of bubblewrap or cardboard can be discarded in the excitement, but it actually contains one of your purchases.
So please contain the excitement just for a few minutes, and go through everything until you have found all your purchases. If you still can't find something, send us photos of the parcel and all its contents, and we will help you find it.
We do not refund if you have thrown out packaging.