Return Policy

RETURNS & EXCHANGES

Please note that we do not offer refunds on “Change of mind” post purchase.

If the product on receipt is faulty or damaged, you are able to initiate the exchange, store credit or refund by contacting us at customerservice@estele.nz within 30 days of purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@estele.nz. If your return is accepted, please ship the product back to us within 7 working days. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at customerservice@estele.nz

To process a return/exchange, please follow these simple steps:

  1. Keep all items (including the invoice) in a package and address it to the Following: Estele NZ Ltd. 75C Rosier Road, Glen Eden , Auckland 0602 , New Zealand.

  2. Please be sure that all items that are to be returned or exchanged must be unworn and in their original condition with all original tags and packaging intact. Any items that were damaged during transit must also bear the tag for us to process the return. Items that are damaged or altered once the tags are removed, may not be accepted and will be sent back to the customer.

  3. Email us at customerservice@estele.nz with images of the products with packaging and tags to as part of your return request .

SHIPPING

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

WARRANTY

We offer a 12 month warranty on all of our products.  If your product fades within 6 months of purchase, we will replace it for you free of charge. You can email our customer service at customerservice@estele.nz.

EXCHANGES

You can exchange an item purchased on www.estele.nz, with the same item or another item of equal value, however, all exchanges are subject to stock availability.

The reverse logistic charges/ pick up charges will be borne by the customer.

HOW TO PLACE A RETURN/EXCHANGE REQUEST

  • Visit the ‘My Account’ tab on the website and select ‘My orders’. Place the return/exchange request for the respective order or click here.
  • Fill up the necessary details and submit the return/exchange request.
  • A confirmation email/Message will be sent to you once the request is approved.

REFUND POLICY

  • Shipping/delivery charges are non-refundable.
  • Upon any change in decision the customer cannot refund the amount but can either take another product in exchange of the product select or take a store credit

SHIPMENT POLICY

  • Your orders will be processed by our team within 5-7 business days (excluding public holidays). You can also check the availability and delivery of your products according to your pin code.
  • In case your order is not processed, please contact us at customerservice@estele.nz. You can also track your order under the tab ‘My orders’.

CANCELLATION POLICY

  • Orders can be cancelled only and until they are shipped.
  • Any cancellation done post shipping will not be accepted.
  • For sale orders or orders with a coupon code applied, store credit will be provided.
  • Any shipping charges will not be refunded in case of cancellation.