Refund and Returns Policy

At StefanCharlie, we value our customers and want to ensure your satisfaction with every purchase. We strive to provide high-quality personal accessories and adhere to the guidelines set forth by the NZ Consumer Guarantees Act.

We guarantee that our products will be of acceptable quality and fit for their intended purpose, as required by the NZ Consumer Guarantees Act.

Change of Mind Exchanges and Returns

Due to hygiene considerations, we are unable to accept returns or exchanges for change of mind on personal accessories, unless there is a quality issue with the item. We recommend that you carefully review the product description before making a purchase.

Return or Exchange on Quality Issue

If you receive a faulty or defective item, we sincerely apologize for any inconvenience caused. We are committed to rectifying the issue promptly.
Please contact our customer support within 7 days of receiving the item to initiate the return process.
We may require a photo of the received product as well as proof of purchase, such as an order number or receipt.

If you identify a quality issue within 3 months of your purchase, we will rectify the problem to meets the our standards quality.
We kindly request that you provide the following information:

1. A detailed description of the quality issue you have observed.
2. Supporting documentation such as clear photographs of the affected area, highlighting the specific issue.
3. Proof of purchase, such as an order number or receipt.

Gift Card

Unfortunately, gift cards cannot be returned or refunded once purchased, except as required by New Zealand law.

Shipping returns

To return your product, you should mail your product to: {physical address}.

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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returning Sale/Made to order items

“sale” and “Made to order” items can’t be returned or exchanged for any reason unless it is faulty.

Need help?

Contact us at [email protected] for questions related to refunds and returns.