Refund policy
We have a 30-day return policy, which means you have 30 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 and undamaged, and in its original packaging, also undamaged. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@mistory.co.nz.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@mistory.co.nz.
Damages and issues
Please inspect your order upon reception and contact us 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.
Exceptions / non-returnable items
Unfortunately, we do not accept returns on:
- earrings or earring accessories due to hygiene regulations (no exceptions can be made),
- gifts with purchase,
- personalised items,
- samples and
- sale items, unless deemed as faulty.
Exchanges
The fastest way to ensure you get what you want is to contact info@mistory.co.nz and follow the instructions provided to you. Once the return is accepted and the item is returned and accepted, you will be given a store credit in the form of a code. You can then make a separate purchase for an alternative size and style online by entering the code at the checkout. The store credit (as well as the code) expires after 12 months.
Once an item has been exchanged for a new size or item, it cannot undergo further exchanges. Should you choose an alternative style, a surcharge may be necessary due to pricing differences. If the new piece costs less than your original purchase, the price difference will be issued as store credit in the form of a code for your next purchase.
Refunds
Refunds are only available for faulty items.
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 info@mistory.co.nz.
Shipping costs
You will be responsible for covering the shipping costs to return your item. These costs are non-refundable.
We strongly recommend using a traceable delivery method, as we are not responsible for lost return items. Please note that original shipping costs are non-refundable.