SHIPPING, RETURNS + EXCHANGES
Please be mindful that some parcel collection and shipping delays are still being experienced, especially for our Australian customers due to COVID-19.
We thank you for your understanding.
The FELIX + STONE team x
SHIPPING + TIME FRAMES
Orders will be dispatched within 2 business days.
Purchases made on weekends and public holidays will be processed and sent within the next 2 business days.
A tracking number will be provided once your order has been dispatched.
We offer free shipping within NZ on orders $150.00 and over.
Orders with a value of up to $50.00 are charged a shipping fee of $3.50 NZD.
Orders with a value of $50.00 to $150.00 are charged a shipping fee of $6.00 NZD.
Please allow 3 working days for your parcel to be delivered.
We offer free shipping to AU on orders $150.00 and over.
Orders with a value of up to $150.00 are charged a flat rate shipping fee of $10.00 NZD.
Please allow 4-8 working days for your parcel to be delivered.
Please note that all parcels sent to Australia are tracked but have ATL (authority to leave if unattended). By selecting an AU address for delivery, you accept that the parcel may be left at your nominated address if the address is unattended at the time of delivery.
Wrong address supplied by customer
If the customer has supplied the wrong address, FELIX + STONE accept no liability or responsibility for any product once it has been delivered to the address provided.
Located outside of NZ or AU?
If you are not located in New Zealand or Australia and would like to purchase from FELIX + STONE, please contact us directly at firstname.lastname@example.org or via the form on our contact page.
CUSTOMS TAXES AND DUTIES
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. For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, please contact your local customs office for further information regarding taxes and duties.
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.
Please contact us via email on email@example.com, include the reasons for the return, and attach a copy of your payment confirmation.
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) as well as any gift with purchase received. Please allow 2 working days for your exchange to be processed.
The cost of shipping the returned item is the responsibility of the buyer and FELIX + STONE is not liable for loss or damage during transit of any product being returned. An exchange also requires payment of the shipping fee to re-ship your order.
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.
FELIX + STONE reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned showing signs of use or damage, we reserve the right to reject the refund or exchange request and will provide you with the option for us to send the item/s back to you at your expense or dispose of the item/s with no refund provided.
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
Please note that any order cancellations will incur a 5% restocking fee
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 firstname.lastname@example.org, 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 can cause extensive damage and may inhibit the ability to assess if there is a manufacturing fault present.
We do not ship to PO Boxes. Please provide a physical delivery address and include appropriate contact information. If a PO Box address is entered, your order will be held and we will contact you for an alternative address. If a response is not received within 48 hours of contacting you, your order will be cancelled and refunded and will incur a 5% restocking fee.
Shipping time frames are estimates only and can vary depending on your location. These do not include delays caused by our postal services, busy periods, customs holds, incorrectly supplied addresses and any other delay outside of our control.
Please note that during busy times of the year such as the Christmas period, there may be shipping delays caused by the postal service and/or Customs handling times and your item may arrive after the estimated shipping time.
FELIX + STONE does not accept responsibility for delays in delivery due to unforeseen circumstances, such as natural disasters, pandemics, postal/courier company strikes or delays or Customs handling items.
FELIX + STONE does not accept liability or responsibility for any product once the product has been delivered to your nominated address.
If you purchased your products from a stockist of FELIX + STONE, you are bound under that retailer’s Returns and Exchanges Policy and must return to the place of purchase for assessment.