Refund policy

Returns for Change of Mind & Damaged/Faulty Goods

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. 

To be eligible for a return for change of mind, 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 invoice details, and image of the product.

To start a return, you can contact us at hello@lorenboyd.co.nz. 

If your damaged/faulty return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For change of mind returns, you will be charged $9.00 flat rate for return shipping.

You can always contact us for any return question at hello@lorenboyd.co.nz. 

Damages and issues
Please inspect your order upon reception and contact us within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If we do not hear from you within 3 days to report a damaged or defective product we will assume the item was received in good condition.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items, unless they are received damaged or faulty.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lorenboyd.co.nz.

Change of Mind

Items returned due to change of mind must be returned at cost to the customer and will incur a 10% administration and handling fee.

This policy does not affect your rights under the New Zealand Consumer Guarantees Act.