Returns Policy
Change of Mind - Returns Policy
We make every effort to make sure our product descriptions are as detailed as possible including sizing and colour guides for our garments.
If you have a question about sizing then please feel free to contact us at orders@jamiekay.co.nz prior to making your purchase.
If you are unsure then we suggest you size up as it is guaranteed your wee one will continue to grow! For more discussions around sizes please refer to our Jamie Kay VIP Facebook group. Our loyal customers are awesome at giving feedback on sizing.
If you do wish to send something back to change the size / colour etc we will gladly provide you with a Jamie Kay LTD store credit. Please do so within 21 days for change of mind returns.
If you have purchased an item from a stockist and have any issues please take the following steps.
- Return the item with receipt / proof of purchase to the store you brought from and explain the issue or size exchange that you need. They will be able to sort out any faults or returns for you.
- Should you have any issues with exchanges or returns with the retailer you made the purchase from please contact us for assistance, but only after you have first approached the store to remedy the problem.
Store Credit
Should you have an item you wish to send back to change the size or colour, please send your item(s) back to us with your order number and details enclosed.
Once your item has been received back into our warehouse it will be processed and a store credit will be issued to the value of the original purchase price of your return. You can then use this credit to re-purchase in a new size or colour that you desire.
Please note that we do not offer exchanges, only store credits. This is due to the high demand we have for our products as we cannot always guarantee a size or colour will be available when your return eventually arrives at our warehouse.
How to use the store credit
The store credit will be emailed to you in the form of a gift card. This code must then be applied at the checkout and the value of the card will be applied to your order. Please ensure this is applied before proceeding to confirm the order.
Conditions
*Sale Items - Discounted products & Promotional items.
There are no returns on sale items unless they are found to be faulty. All sales for clearance, promotional and discounted stock are final and no exchanges can be processed. Please choose carefully.
Mix & Match Bundles returns
Please note that if you wish to return a product from within a bundle due to a change of mind, then please follow the standard returns process as documented below, ensuring all items are as new and in their original packaging. If you are returning a bundle item that is either faulty or due to a change-of-mind, please be aware that once your return is processed you will receive a store credit for the discounted value of the product (i.e. the discounted purchase price you paid for the product), not the full RRP of the individual item.
*Items must be returned to us within 21 days of invoice/purchase date (excluding faulty items).
Items sent to us outside of this date will be returned to sender at the senders cost.
We highly recommend inspecting all of the items in your order upon receipt (even when purchasing for a baby that may not be born yet) to ensure any returns or credits that need to be processed can be done in the allocated time frame.
*The following items cannot be returned for store credit due to hygiene reasons - Underwear, Swimwear, Socks, Tights, Hats & Bonnets, Slippers, Hair Bows / Hair Ties & all Hair Accessories.
* Garment must be undamaged, unworn, unwashed or in otherwise unused condition with all original labels intact. Please note that we will not accept goods if there is animal fur etc on the clothing as this is a serious health risk .
Goods must also be returned odour free - (Free of cigarettes , dampness etc)
* Cost of shipping the returned item is the responsibility of the buyer.
Please note that our change of mind –returns policy set out above does not affect or limit your consumer law rights and the consumer guarantees under those laws in any way (e.g. for items that are faulty or don't match the description). For more information on faulty items, please see below.
Faulty Items
My order has arrived and its faulty! Now what do I do?
We are committed to meeting our obligations under New Zealand consumer laws, including the Consumer Guarantees Act 1993 (CGA).
In the rare occurrence that you receive a damaged or faulty item or wish to reject or return goods in accordance with New Zealand consumer laws and/or any applicable legislation, please follow the steps below:
- Please contact us immediately via email at orders@jamiekay.co.nz, and provide us with details about why you are returning the item.
- Please send the goods back to us following the instructions set out below. We cannot process a return for a faulty good until we view and inspect the fault.
- Our team will inspect the returned items once they have arrived at the Jamie Kay warehouse.
- If the item is deemed faulty, we will offer a replacement item (if we have a replacement item in stock), or issue you a refund.
- If we determine the product is not faulty (or capable of rejection under New Zealand consumer laws and/or any applicable legislation), you can elect for Jamie Kay to return the item to you at your expense, or direct Jamie Kay to dispose of the item.
If the item is deemed faulty. we will reimburse you for the costs of return shipping.
Please do not send anything back to us if we have not been made aware of the issue/ fault and discussed this with you. Please inspect all goods upon arrival and return any goods to us if there is a fault discovered so we can remedy the situation.
Returning your faulty goods:
Please follow the steps below for returning faulty items or goods.
Please ensure to include your name & order number on any such return so that we can process the return efficiently for you.
Goods must also be sent via Tracked Courier as our address does not accept standard postal delivery. Sending via tracked courier also ensures that your parcel does not go missing. Jamie Kay is not liable for any missing returns and we can only process your return once the original has been received back into our Warehouse for inspection.
Return address:
Jamie Kay Ltd
21 Commerce Crescent
Islington 8042
Christchurch
New Zealand