SHIPPING, RETURNS + EXCHANGES
As New Zealand is on a four week lock down to prevent the spread of COVID-19, we are no longer operating until it is deemed safe to do so or we receive instruction from the NZ government to operate as usual. We are still here and working behind the scenes. Please feel free to get in touch any time using our contact page or by email: email@example.com and we'd love you to stay connected with us over on Instagram, Facebook, Pinterest + TikTok (@felixandstone on all platforms).
Stay safe, big love x
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.
Orders will be dispatched the following business day.
Purchases made on weekends and public holidays will be processed and sent on the next business day.
We offer free shipping within NZ on orders $150 and over. Orders with a value of up to $50 are charged at $3.50 NZD and orders with a value of $50 to $150 are charged at $7 NZD. Please allow 3 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 / FAULTY ITEMS
We ensure our goods are of the highest quality. In the unlikely event that your item is faulty, FELIX + STONE will honour the Consumer Guarantees Act, 1993, and provide a repair or replacement of the item. Please contact us immediately upon receiving the damaged or faulty item or as soon as the fault is discovered (this is important to prevent further damages occurring) via email on email@example.com, outline the issue, attach photographs and a copy of your payment confirmation. Items must be sent back to FELIX + STONE at the address provided within 5 days of making first contact, unless otherwise agreed.
All items, including accessories included with the original purchase, must be returned to FELIX + STONE.
Please note that we will not provide an exchange or refund 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 care page for the best way to care for your FELIX + STONE items.
All items must be returned in appropriate packaging to protect the item and using a trackable courier service. Please note that bags must be sent in boxes, please do not fold or flatten the bag or compromise the structural integrity of the bag by using inappropriate packaging as this causes extensive damage and may inhibit the ability to assess if there is a fault present.
RETURNS + EXCHANGES
If you change your mind on full priced items 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 7 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 in appropriate packaging to protect the item and using a trackable courier service.
Please note that bags must be sent in boxes, please do not fold or flatten the bag or compromise the structural integrity of the bag by using inappropriate packaging as this causes extensive damage and it will not be accepted for return or exchange.
Sale items are unable to be returned or exchanged and are non-refundable. Sale items include purchases made using a discount code.
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
Applying discounts or including gift with purchase that requires a code
Full order cancellations