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Terms

ORDERS

Standard orders are processed when credit card authorization and/or bank deposit has cleared. Admin and shipping is done Monday-Friday. Orders shipped via Courier Post typically arrive within 3 business days AFTER YOU HAVE RECEIVED NOTIFICATION OF SHIPMENT VIA EMAIL (Monday through Friday, not including weekends & holidays) within NZ. Delays can happen if we have ordered in an item specifically for you. This item gets shipped to us within NZ and we on ship to you. Sometimes special items can take a week to be dispatched – you can contact us at any time to check on the status of a special item.

All orders placed on Friday after 1:00 p.m. will be processed on the following Monday. We charge a flat rate of $7 within New Zealand for tracked courier.

 

ESTIMATED DELIVERY TIMES

Delivery estimate: 1 – 3 working days (Note: rural deliveries can take 2 – 4 working days)

 

FAULTS

We hope that you enjoy your new Stacey purchase and that it arrives to you in perfect condition.

If there is any fault with the garment please contact us and make us aware of the situation. This must happen within the first 7 days of your purchase. You may then send the garment back to us and we will repair or replace it for you.

RETURNS

We hope that you enjoy your new Stacey purchase and that it arrives to you in perfect condition.

Cancellations + Amendments

Unfortunately we are unable to cancel or make amendments to an order after it has been placed. Amendments include:

  • Change of delivery address
  • Change of time colour or style
  • Adding and/or removing items from the order
  • Applying discounts/gift cards
  • Full Order Cancellations

RETURNING IN STORE PURCHASES

Change of Mind Returns

If you change your mind about a full priced item purchased in store and wish to return it, you can exchange the item for another item or a store credit. To be able to do this, you will need to provide the receipt, for the garment to be unworn and in its original condition (not damaged or washed) with all tags attached. This must happen within 7 days of purchase or delivery.

We do not offer refunds for change of mind returns in store as you have had the opportunity to make the decision to purchase with the garment in front of you.

We are unable to offer returns on gift cards, loyalty vouchers and sale items unless they are faulty.

Faulty Returns

Returns will be accepted on any faulty garments within a reasonable time frame. If an item is faulty, you may request an exchange for another item, a store credit or a refund if the situation cannot be remedied through the other ways. Please email us to make us aware of the situation. You may then send the garment back to us. The result of this will be decided by Stacey. This must happen within 7 days of purchase or delivery.

How to return in store purchases

Purchases made in store can be returned to the Stacey store in Richmond, Nelson.

Simply present your receipt as proof of purchase in store and our store staff will be happy to assist you.

RETURNING AN ONLINE PURCHASE

Change of Mind Returns

At Stacey we understand that when shopping online it can often be difficult to get the sizing and fit correct for your body shape and size.

**Please note that we would recommend using a courier service over a postal service. This will ensure the garment will get to us within the returns timeframe. Otherwise we will be unable to process it if the return takes longer than 7 days in the post.

So we offer a 100% money back service on all purchases from our website or preorder system*. If you receive an item and you are not 100% happy with the fit you can return it to us within 7 days for a full refund.

The product must be in its original condition, with all tags still in place and you must have your receipt of purchase. The goods are your responsibility until they reach our store. Footwear purchased online may be returned for an exchange of size or refund within 7 days of receiving delivery providing the shoes have not been worn or damaged in any way. The shoe box and packing must be in the original condition and accompanied by the receipt.

On rare occasions a refund may be declined. This should only occur when the product is damaged and has not arrived in its original condition or outside of the returns timeframe.

Please return your online order to us at 249 Queen Street, Richmond, New Zealand with a completed returns form. Please package the garment securely in a courier bag, enclose your original invoice with your invoice number and the completed returns form, and send it back to us. We will process your refund or exchange as soon as we receive the garment back.

* 100% money back service does not apply to sale items. We do not accept returns on sale items so please choose carefully.

*Please note that this policy also applies to pre orders, phone and email purchases with the return process being done through the store you communicated and purchased with.

Sale Returns

Please consider sale purchases carefully, as we do not offer returns on sale items.

Faulty Returns

At Stacey, we pride ourselves on everything being perfect with a high level of quality, however we understand that there may be times where you need to return and item purchased from our website. In this instance that you receive a faulty item, you can return the item to us which will then be assessed by our quality management team. We will then issue you a replacement, exchange or refund depending on the situation.

Refunds for faulty garments will be processed and notified once Stacey has inspected and accepted the return, using the original payment method.

How to return online purchases

Please return your online order to 249 Queen Street, Richmond, New Zealand. Please ensure that you include your receipt, order number and contact details. Please also print out and complete out returns form to be included when returning your item.

Return Shipping

Stacey is not liable for the loss of an item when it is being returned, so please package and return any items using registered mail.

TAX & IMPORT DUTIES

If you are charged any custom duties or sales taxes for your order, these taxes and duties are non-refundable through Augustine. We suggest you contact your local customs bureau directly to ensure how these duties or taxes may affect you. Please contact us directly for any further queries on this.

For any other enquiries, please email us.