At Flair NZ Limited, we want you to be happy with your purchase. This Returns Policy applies to products purchased through our website.

Damaged, Faulty or Incorrect Items

When an item arrives damaged, faulty or incorrect, please contact us within 30 days of receiving your order.

Email hello@flair.co.nz with:

Your name and order number
A description of the issue
Clear photographs showing the fault, damage or incorrect item

We will assess your request and provide an appropriate remedy in accordance with the New Zealand Consumer Guarantees Act 1993.

For New Zealand customers, this may include a replacement, repair or refund depending on the nature of the issue and product availability. We may not require the item to be returned, but we will confirm this after assessing your request.

For international customers, we may offer a refund or another appropriate remedy without requiring the item to be returned where international postage costs would be unreasonable.

Approved replacements are generally processed within seven working days, subject to stock availability.

Please note: If your product was not purchased directly from Flair NZ Limited or through this website, please contact the original retailer regarding your return.

Change-of-Mind Returns

New Zealand customers may return eligible products within 30 days of receiving their order when they have changed their mind or ordered the wrong item.

Before returning an item, please contact [insert Flair email address] with your name and order number so we can provide return instructions.

Change-of-mind returns must:

Be unused, unworn and in their original condition
Include all original tags, labels and packaging
Be securely packaged to prevent damage in transit
Be returned using a tracked courier service

Return shipping costs are the customer’s responsibility. Original delivery charges are not refundable unless the product is faulty, damaged or incorrect.

Once the return has been received and inspected, we will confirm whether it has been approved. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Items Not Eligible for Change-of-Mind Returns

Unless faulty or otherwise required by law, we do not accept change-of-mind returns for:

Sale or clearance items
Gift cards
Personalised or custom-made products
Earrings or other pierced jewellery
Beauty, skincare or personal-care products that have been opened
Products that have been used, worn, washed or damaged after delivery

Sale items remain covered by your rights under the Consumer Guarantees Act when they are faulty, damaged, incorrectly described or not of acceptable quality.

Exchanges

We cannot guarantee that a replacement size, colour or product will be available.

Where an exchange is approved, we may ask you to return the original item and place a new order. Any difference in price and additional delivery charges may apply.

Returning Your Order

Please include your name and order number inside the return parcel. Returns received without sufficient identifying information may be delayed.

Do not send a return until you have contacted us and received return instructions.