Refund policy

Return and Refund Policy

Jewellery, Hats, Glasses, and Apparel Care
Proper care is essential for maintaining the quality of your products. Please follow the care instructions provided with your purchase and on our website. We are not responsible for damage resulting from improper care.

Eligible Returns (Jewellery, Hats, Glasses, and Apparel)

We accept returns for full-priced jewellery, hats, and glasses under the following conditions:

  • Faulty Items: Returns are only accepted if the item is faulty and cannot be replaced.
  • Timeline: Returns must be made within 7 days of delivery (as indicated by tracking).
  • Condition: Items must be unworn, undamaged, and in original packaging.
  • Sale Items: Sale items cannot be returned or exchanged.

Pre-Order Apparel (T-shirts)

  • No Returns or Exchanges: Pre-order T-shirts are custom made to order and cannot be returned or exchanged once the order is confirmed.
  • Sizing: Please double-check the sizing chart and measurement guide before ordering.
  • Order Confirmation: Once placed, pre-order items are final sale.

Defective/Faulty Products (Hats and Glasses)

If you receive a faulty hat or glasses, please contact us within 3 days of delivery. You can exchange the item for something of equal value, or if you choose a higher-value item, you’ll need to pay the difference.

  • Return Shipping: If the item is faulty, IDOLWILDE will cover the return shipping cost. For all other returns, the return shipping is the customer's responsibility.

Items with No Return Policy

We cannot accept returns for the following items:

  • Final sale and sample items
  • Earrings (for hygiene reasons)
  • Gift cards
  • Worn or altered items
  • Items affected by jewellery allergies or reactions (please check descriptions for suitability before purchasing)

Discount/Promo Codes

Discounts or promo codes must be applied at the time of purchase and cannot be retroactively added. No adjustments or refunds will be issued for missed promo codes.

Order Cancellation & Change of Mind

Once an order is placed, it cannot be cancelled or changed, so please choose carefully before purchasing.

Return/Refund Process

To initiate a return, email support@idolwilde.co.nz with your order number and reason for return. You’ll receive instructions for returning the item. Return shipping costs are the customer’s responsibility, except for faulty items.

  • Refunds: If approved, refunds will be processed to your original payment method.
  • Store Credit: If a refund is not possible, store credit will be issued, valid for 12 months.

Limited Warranty Information

We offer a 6-month limited warranty on all jewellery, hats, and glasses, covering defects in materials or workmanship. This warranty provides you with the peace of mind that your product is free from defects at the time of purchase. If any defects are found, we’ll repair, replace, or refund your item within the warranty period.

Exclusions (What’s Not Covered)

  • Normal Wear and Tear: This includes, but is not limited to, fading, tarnishing, scratches, dents, and general wear.
    • Example: The natural wear of a ring band from regular use or the fading of plating over time.
  • Tarnishing, Scratching, or Fading: These are common with jewellery and fashion items and occur over time due to exposure to environmental factors such as moisture, perfume, or chemicals.
    • Example: A gold-plated piece of jewellery may lose its luster with regular wear, or the lenses on your glasses may get scratched with improper cleaning.
  • Misuse or Accidents: Damage caused by neglect, misuse, or accidents (e.g., dropping the product, exposure to extreme conditions) is not covered under warranty.
    • Example: A broken chain from pulling or twisting the jewellery too forcefully.
  • Alterations Made After Purchase: Any alterations to the product after purchase, such as resizing, repairs, or modifications by third parties, will void the warranty.
    • Example: Customising jewellery or changing the design without prior consultation.
  • Loss or Theft: The warranty does not cover loss or theft of the product.
    • Example: If you lose a pair of sunglasses or the product is stolen.
  • Jewellery Reactions and Skin Allergies: While we ensure that our jewellery is of the highest quality, we cannot cover allergic reactions caused by skin sensitivities.
    • Example: A customer experiencing a rash or irritation from wearing a particular metal type.

Australian Customers

All policies apply. However, processing and delivery times may vary due to location, holidays, or customs. Any additional fees or taxes incurred are the responsibility of the customer.

Please note: Our policies do not override your rights under Australian Consumer Law. If your product is faulty, you are entitled to a remedy (repair, replacement, or refund) under Australian law, regardless of our internal warranty. Please contact us if you believe your product is faulty, and we will ensure compliance with your statutory rights.

Liability and Legal Compliance

We are not liable for indirect losses arising from product use. All sales are governed by New Zealand consumer laws.

Changes to Products or Services

We may modify product specifications or services. If significant changes affect your order, we’ll inform you.

Contact Information

For product issues, orders, or general enquiries, contact support@idolwilde.co.nz.