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Returns and refunds

We do not offer returns or exchanges on sale items, all sales of these products are final so please choose these items carefully.
We do not offer returns or exchanges on jewellery, unless you are buying a gift instore for someone and you have been provided a gift receipt.  In this instance, the recipient can use this to exchange the item.
We are unable to accept returns for body & beauty products, all sales for products of this nature are final.

Online 

We know that sometimes images online can appear slightly different to the actual item – for better or for worse.  It’s really in the eye of the beholder!
We know that sometimes when you open a parcel it’s just not quite right for you, whether it be the fit is not right, the colour or style isn't what you hoped.  In this instance, we are happy to accept a return and refund the cost of the goods.
If you would like to exchange an item for another size, please contact us within 3 days via hello@milkandginger.co.nz  providing the reason for your exchange  and we will try to help you in any way we can.  Exchanges are subject to availability.
Any costs incurred with returning or resending products are the responsibility of the customer.
Proof of purchase must be included with the returned goods along with the return slip that will be included in your delivery.  
No refunds will be issued for the cost of delivery.
Online orders can be returned to the store, however, the refund will need to be processed through shopify payments and therefore be subject to longer processing times than an instore purchase.  This is because the refund is done through shopify payments.

Instore

We always hope you’ll love your purchases from milk + ginger, but sometimes when you get home, you can have a change of heart and the item is no longer the love of your life. On these (rare!) occasions, returns can be bought to the store and a refund or store credit can be issued.
Refunds will be made using the same method of payment used for the original purchase.

 

All returned items:

  • must be in it’s original packaging, in it’s original condition, with swing tags attached and no visible sign of wear or use is detected

  • must be in a saleable condition

  • must be returned within 14 days of being received for online purchases

  • must be returned within 7 days for instore purchases

Faulty Items
We are mindful of making sure you love your purchase from us, so we perform and sign off on a quality check on every item dispatched.  However, should you receive an item you deem to be faulty, please contact us via hello@milkandginger.co.nz and tell us about your concern.
In the first instance we reserve the right to fix the problem, beyond that we will contact the manufacturer to lodge the claim for faulty goods. If we are in agreement that the item is in fact faulty, we will issue you with a Faulty Return ID number which will need to be included in the returned goods package.  We will also cover the cost of delivery to return the goods to us.
Faulty items returned without prior agreement may not be accepted.  If we detect any damage that may have been caused by the customer (e.g. wear and tear), the items will not be accepted as faulty and the goods will be returned.
Basically – please let us know if you have any concerns about your purchases and we’ll try to do the right thing and resolve the situation as quickly as possible.  We love our customers and want to keep them happy, but equally, we are running a business and we expect fair and reasonable expectations from our customers.
We need to be advised about faulty items within 7 days of receipt.

Refunds

Instore purchases: Processed immediately in store (using SmartPay eftpos terminal)
Online purchases: Please allow 5-10 days for the refund to be processed and received into your account.  Please note that this is out of our control at milk + ginger and it’s a processing time guide for the payment gateway (i.e. Shopify Payments/Stripe).
Afterpay refunds: We notify Afterpay when a refund is due and Afterpay take care of returning the monies due. The refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 3-5 business days to refund the money to your card.
All returns should be sent to: Milk + Ginger Limited, Shop 16, 18 Margaret Road, Raumati Village, Wellington, 5032
We highly recommend sending returns back with a track and trace number so it won’t get lost in the mail.
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