Return

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, 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 receipt or proof of purchase.

To start a return, you can contact us at kiaora@kwokwaiting.com for a shipping address.

If your return is accepted, an address will be provided to send your package. You will need a courier service with tracking to send the item back, the return shipping costs are at customer's own expense. Please note that any postal charges, return shipment costs, customs charges, 20% restocking fee and handling fees will all be deducted from any refund due.

Damages and other issues

Please inspect your order upon reception and send us photo at kiaora@kwokwaiting.com immediately 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 you provide the wrong shipping details and fail to identify the error until after the parcel has been shipped out, please contact the shipping company or us ASAP, we will try to rectify the error; however, if the parcel is lost, we will not issue any refund. 

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 kiaora@kwokwaiting.com.

Customs, Duties and Taxes

Order outside of New Zealand are shipped 'Delivery Duty Unpaid'. These customs/import duties/taxes are charged to the  recipient of the parcel once the parcel reaches its destination country. These fees vary depending on where you live, we do not have control and information about the costs. Please contact your local customs before you place an order; also be aware that if these fees are required and are not paid the parcel may be returned or destroyed. In either case refunds for the cost of the product and shipping fee will not be available.

Non-returnable items

Unfortunately, we cannot accept returns on sale items, custom made items or gift cards.

Exchanges

We don't accept exchanges.

Cancellations

If you need to make a cancellation, they are only accepted within 24 hours from the placement of the order or before the order has been packed for dispatched, whichever is earlier. Please take the time to make sure the items added to cart are what you want before checking out. A fee will be charged to our small business once the transaction is made. 

Items sold at the market/event

In person sales at the market/events cannot be refund/exchange/return.

Made-to-order/Pre-order

We cannot accept refund/exchange/return.