SHIPPING, RETURNS + EXCHANGES
FELIX + STONE will ensure each order is carefully and securely packed for transportation.
We do not ship to PO boxes. Please provide a physical delivery address and include appropriate contact information. A tracking number will be provided once your order has been dispatched.
Deliveries will be dispatched the following business day.
Purchases made on weekends and public holidays will be processed and sent on the next business day.
Shipping is charged at a flat rate of $7 NZD. Please allow 2 working days for your parcel to be delivered.
Shipping is charged at a flat rate of $15 NZD. Please allow 3-8 working days for your parcel to be delivered.
If you are not located in New Zealand or Australia and would like to purchase a FELIX + STONE bag, please contact us directly at firstname.lastname@example.org or via the form on our contact page.
Please note that for any purchases outside of New Zealand you may be required to pay customs charges and/or duty tax on your orders. Customs charges and duties are the responsibility of the Customer and FELIX + STONE will not reimburse any charges and duties applied. We do not offer refunds if you refuse the package if any of these charges are applied.
DAMAGED OR FAULTY ITEMS
We ensure our goods are of the highest quality. In the unlikely event that your FELIX + STONE bag is faulty, please contact us immediately (contact must be made within 48 hours of receiving the item or as soon as the fault is discovered) via email on email@example.com, outline the damage or fault, attach photographs and a copy of your payment confirmation.
We will provide a full refund, store credit or an exchange if we have a replacement in stock, once we have received the returned item. Please note that all items, including accessories included with the original purchase, must be returned to FELIX + STONE. Items accepted for return must be unused and in the same condition that you received it with all packaging intact (including labels and dust bag).
Please note that we will not provide a refund or exchange for items that are found to be damaged due to wear and tear or misuse or not related to the manufacture of the item. Please refer to our Bag Care page for the best way to care for your FELIX + STONE bag.
RETURNS + EXCHANGES
If you change your mind we are happy to provide store credit (in the form of a code to enter at checkout) for the original purchase price of the item, not including shipping costs, or an exchange if we have the item in stock, once the return is received.
Items must be returned to us within 14 days of the original purchase and must be unused and in the same condition that you received it with all packaging intact (including labels, accessories and dust bag).
Please contact us via email on firstname.lastname@example.org, include the reasons for the return, and attach a copy of your payment confirmation.
The cost of shipping the returned item is the responsibility of the buyer and FELIX + STONE is not liable for the loss of any product being returned. All items must be returned using a trackable courier service.
Sale items are unable to be returned or exchanged and are non-refundable.
CANCELLATIONS AND AMENDMENTS TO ORDERS
Unfortunately, we are unable to cancel or make amendments to an order after it has been placed if it has already been shipped.
Change of delivery address
Change of item
Adding and/or removing items from the order
Full order cancellations
To request an exchange or return, please wait until you receive your item and follow the instructions listed under Returns + Exchanges.