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Returns Policy

At WHITESTONE BOUTIQUE, we want you to love your purchases!

We understand that sometimes online shopping doesn't always go to plan therefore we encourage all customers to create an account with us at the point of sale, as this will make the returns process quick and easy!

By processing your payment and completing an order with us, you are accepting the following terms and conditions regarding returns of your purchase.

Our Returns Policy complies with the legal requirements of the Consumers Guarantees Act 1993

WHITESTONE BOUTIQUE reserves the right to amend the returns policy as required.

 

RETURNING AN ITEM:

We want you to enjoy our products, therefore if you purchase an item that you are not satisfied with, does not fit or does not suit, we offer a store credit or exchange for a new item (to the value of the original item).  We do not offer refunds for change of mind or incorrect sizing purchases. Please be aware that discounted sale items cannot be exchanged or returned. Customers who receive an item with a manufacturing fault are entitled to a full refund if accepted.

We offer out store credit and exchange policy on full-priced items. They must be sent back within 14 days of the customer receiving the item. If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception in accepting it. Store credit returns will be processed within five business days of receiving your item.  If an exchange is required you will need to place a new order using your store credit.  

Please ensure any item returned is in perfect condition (unused, unaltered and unwashed), with all original tags and packaging undamaged.  Any items not received in their original condition as defined, it will automatically be returned to sender.  In view of this please take particular care when trying on your item.  We do not want to have to refuse a refund because of makeup or deodorant marks or the smell of perfume on an item.

The WHITESTONE Team will confirm by email whether your exchange is accepted.  In the rare event that a return is rejected the decision is final and not negotiable.

All sale items are a final sale and cannot be accepted for returns or exchanges unless the item is deemed to be faulty.

For change of mind or wrong size you will be responsible for the cost of returning your item - but we will send out your new item for free if you live in New Zealand.

For faulty items, you will need to send these back and if they are accepted as refundable, we will refund you the full amount, including postage.

 

All returns will be actioned via your account with us.  If you have not yet set up an account please create your account.

 

Once your account is created:

 

 

  1. Log into White Stone Boutique, then go to My Account

  2. Go to Completed Orders

  3. Click Return Item next to the item you wish to return

  4. Fill out the following items on the Return Request

    • Quantity to Return

    • Reason for Return

    • Return action

    • Comments

  5. Click Submit Return Request

  6. Wait for the Return Authorisation and response from White Stone Team

  7. Our return address for your items is:

 

WHITESTONE BOUTIQUE

113 Central Park Drive,

Henderson,

Auckland 0610

New Zealand

This address is not open to the public for returns.

For postage, we recommended you use:

  • A traceable delivery method

  • Insure your delivery for safe return to WHITESTONE so that you are protected if the shipment is lost or damaged in transit.

If you elect to ignore the above recommendations you will be responsible for any loss or damage to the product during shipping.

** Please note you cannot personally deliver a returned item as our Head Office is not open to the public**

 

STORE CREDIT

If your return has been accepted, you will automatically have the credit to spend in our store. Store credit does not expire.

Unfortunately, we cannot guarantee that we will have a different size in stock to exchange or hold stock until we have received your return. All returns will automatically be issued a store credit that will allow you to purchase a different item or the same item in a different size, provided it is available.

 

FAULTY ITEMS OR INCORRECT ITEMS RECEIVED

All items are thoroughly inspected before leaving WHITESTONE BOUTIQUE.

In the unlikely event that you have received an item, which has a manufacturing fault or is incorrect to the item or size you purchased, please submit a returns request immediately, take a photograph of the fault and contact us at whitestoneboutique@gmail.com

Once we deem that the item you received is faulty or incorrect, we will send you an email including all details which allows you to send back your item.

Once we receive your return, you can choose from the following options:

  • refund you for the entire amount you paid for the faulty or incorrect item;

  • provide you with 100% in store credit,

  • replace your faulty item with a brand new one, if we have the item in stock.