Refund policy
Online Returns Policy
Updated on: 06/10/2024
Didn't find the perfect fit? No worries! Reach out to us, and we'll help you sort it out :)
If you need to return an item, please contact us first at returns@mabelmain.co.nz with your order number in the subject line.
Returns must be sent back to us within 7 days from the day you received your order.
Please read our policies below carefully before making a purchase. As a small business, we truly appreciate your support, but there are some costs we cannot absorb and may be deducted from your refund if necessary.
Also, please note that our terms differ for items purchased in-store; see further details below.
Full-Priced Items
Eligibility: Full-priced items can be returned for an exchange, store credit, or refund.
Condition: Items must be in new, unworn condition with original tags and packaging intact.
Payment Gateway Services: For items purchased via Shopify or other third-party services, a 5% service fee will be deducted if a refund is chosen, due to non-refundable transaction fees.
Shipping Costs: We do not refund shipping charges. If you received free shipping and return your order for a refund, we will retain our original shipping costs:
- $5–$10 NZD for domestic
- $25–$50 NZD for international.
Note: Swimwear and lingerie items cannot be returned due to hygiene regulations.
Afterpay and Other Buy Now Pay Later Apps
Returns: Items purchased via these services can be returned for a refund, exchange, or store credit.
Service Fee: A 5% service fee will be retained from refunds to cover non-refundable transaction fees.
Sale Items: Sale or discounted items purchased through these services cannot be refunded but can be exchanged or returned for store credit.
Shipping Costs: We do not refund shipping charges. Original shipping costs may be retained if you return your order for a refund.
Electronic Gift Card Policy
1. Purchasing Electronic Gift Cards
Electronic gift cards can be purchased directly from our online store. By purchasing a gift card, you agree to comply with the terms and conditions specified in this policy.
2. Validity Period
Electronic gift cards are valid for 24 months from the date of purchase. After this period, any unused balance will expire and cannot be redeemed.
3. Redemption of Electronic Gift Cards
Electronic gift cards can be redeemed for goods and services available on our online store.
- Gift cards cannot be used to purchase other gift cards,
- Gifts cards can not be exchanged or redeemed for cash, except where required by law.
4. Refunds and Exchanges
Electronic gift cards are non-refundable except as required under the Consumer Guarantees Act (CGA).
Under the CGA, if an electronic gift card is faulty, we may replace or refund the card as appropriate.
Gift cards are not eligible for refunds due to a change of mind.
5. Lost or Stolen Electronic Gift Cards
Please safeguard your electronic gift card code as you would cash. We are not responsible for lost, stolen, or deleted gift card codes, and they cannot be replaced or refunded.
6. Balance Checks
The balance of your electronic gift card can be checked through your online account.
7. Modifications to Policy
We reserve the right to update this policy to remain compliant with legal standards or for other necessary adjustments. The terms in place at the time of purchase apply.
Sale, Discounted, and Promo Code Items
Returns: May be returned for an exchange or store credit but are not eligible for a refund.
Shipping Costs: All shipping costs for exchanging sale items are the responsibility of the customer.
Final Sale Items: Items with additional discounts on already reduced prices are considered final sale and cannot be returned unless faulty.
Faulty Items
If you believe your item is faulty, please contact us via email on with:
- A detailed description of the issue.
- Clear photos showcasing the fault.
- Proof of purchase (order number, receipt, etc.).
Process:
We will liaise with the supplier, who may require the item for assessment or accept photos as sufficient evidence.
If the fault is accepted, we will cover reasonable return shipping costs.
If not accepted, return shipping costs are the customer's responsibility.
Resolution:
We aim to resolve issues within 7–14 working days, depending on transit times and stock availability.
If deemed faulty, we will comply with the Consumer Guarantees Act 1993, offering a repair, replacement, or refund.
Please Note: Damage from wear and tear is not considered a fault. Items purchased over a year ago are generally considered wear and tear.
Shipping Costs
We do not refund any shipping costs or cover return shipping costs unless the item is faulty or we made an error.
Free or reduced shipping rates are offered on the basis that you will keep the goods.
If returning your order for a refund, we may deduct $5–$10 NZD to cover original shipping costs.
Additional exchanges will incur shipping costs.
How to Return an Item
Contact Us: Email returns@mabelmain.co.nz with your order number (e.g., #12345) in the subject line.
Wait for Instructions: We'll provide you with the next steps. Please do not send items back without contacting us first.
Time Frame: Returns must be sent within 7 days of receiving your order. We appreciate prompt returns but are flexible with unforeseen delays.
Packaging:
- Items must be in brand new, unworn condition with original packaging and tags.
- Footwear should be returned in the original shoebox, protected inside another box or bag.
- Fragile items must be adequately packaged.
Exclusions:
- Swimwear and lingerie cannot be returned due to hygiene reasons.
- Change of mind.
Shipping: Use a tracked shipping method. Items are your responsibility until they reach us.
Processing: We aim to process returns within 5 working days of receipt.
Refunds: Will be issued to the original payment method. Allow up to 10 working days for the refund to appear, depending on your bank or payment provider
In-Store/Market Stall Policy
No Refunds: We do not offer refunds for in-store/Market Stall purchases, as you have the opportunity to try items before buying.
Exchanges and Store Credit:
- Available within 7 days of purchase.
- Items must be full-priced, new, unworn, and in original condition with tags.
- Proof of purchase is required.
Sale Items: Sale or discounted items are final sale and cannot be exchanged or refunded.
Exclusions: Certain lingerie and swimwear items may be excluded.
Faulty Items: We will meet our obligations under the Consumer Guarantees Act 1993 to repair, replace, or refund faulty goods.
Exclusions for change of mind
Please note that we do not offer refunds or returns if you change your mind after purchasing an item online. As a small business, we cannot absorb the costs associated with change-of-mind returns.
We encourage customers to review product descriptions and sizing guides carefully before making a purchase.
If you are unsure about an item, please contact us for more information prior to purchase.
Questions?
We're here to help! If you have any questions about an item or our policies, please get in touch before making a purchase.
Email: support@mabelmain.co.nz
Phone: +64 0210 660276
Social Media: Reach out via our social channels or online chat.