Returns

We understand that when shopping online, you are unable to see or try on your jewellery in person. For this reason, we offer a 14-day refund policy to ensure you feel confident in your purchase.

If for any reason you are not completely satisfied, “Letter to Me” will provide a refund for items returned unworn, in perfect condition, and in their original packaging within 14 days of receiving your order. Refunds are not available for items returned after 14 days from the date of delivery.

The following items are exempt from refund or exchange unless found to be faulty:

— Earrings (for hygiene reasons)
— Customised pieces
— Promotional or sale jewellery

If you believe your item is faulty, please contact us within 24 hours of receiving your order. Once notified, we will confirm the return process in writing.

Nothing in this policy limits or replaces your rights under the Consumer Guarantees Act 1993 (New Zealand). Where goods are faulty or do not comply with the Consumer Guarantees Act, you are entitled to a remedy in accordance with the Act.

Please note that items remain your responsibility until they reach us. We cannot be held liable for returns lost or damaged in transit. We strongly recommend using a secure, trackable delivery service that requires a signature upon receipt.

Unless the item is confirmed to be faulty under the Consumer Guarantees Act, return shipping costs are the responsibility of the customer and are non-refundable.

Processing your refund

Upon receipt and inspection of the returned items, the original credit or debit card used for the purchase will be credited with the cost of the goods, minus any original delivery charges and card processing fees (exceptions may apply).

If your order originally qualified for free shipping and the return causes the remaining order value to fall below the free shipping threshold, the applicable standard shipping fee will be deducted from the refund amount.

We will process your refund within 48 hours of receiving the returned goods. Please note that your bank or credit card provider may take up to 7 working days to reflect the refund in your account.