Returns Policy

Our Returns Policy

If you change your mind, eligible Pregoli items can be returned. 

Items are eligible for return if:

  • it's been purchased from Pregoli
  • it's unused, unwashed and unworn 
  • the original label(s) and/or sticker is attached to garment, not altered and/or damaged
  • sealed item is in its original packaging and seal is not broken.
  • item has no marks or stains
  • item has no perfume/deodorant or other acquired smells
  • item arrives within 14 days from purchase date for parcel  delivered to a NZ delivery address or 21 days for parcel delivered to an AU delivery address or 28 days if parcel was delivered to any other International delivery address
  • item is stated as eligible for refunds or store credit on product page returns tab 
  • item has a valid Return Authorization (RA) number.
  • parcels are sent to to the designated returns address.

Full priced items can be returned for a refund. Sales or discounted items can be returned for a store credit. Clearance items marked as a FINAL SALE are not eligible for returns. If you have received a faulty item, we will meet our obligations under the NZ Consumer Guarantees Act.

NOTE: Store credit is valid for 60 days from date of issue.

We charge a $7.50 restocking fee per item which will be deducted from the purchase price on all refunds/store credits.

    You have 14 days from the date you placed your order to return items back to us. Returns are your responsibility until they reach our warehouse, so we recommend using a tracked courier to ensure safe delivery.

    Once your return is received and inspected, we will update your return status online. We will notify you of the approval or rejection of your refund/store credit. Please allow 10 business days for credit card refunds to appear in your account. We only refund back to the original payment method.

     

    Frequently Asked Questions

    How do I know if an item is 'eligible' for return?

    An item’s return status can be found in the product description section under the returns section.

    Returns Status:

    • Refund
    • Store Credit
    • Final Sale (no returns)

      How much time do I have to return the item?

      Items needs to be received by us within 14 days of order date. If we didn't dispatch your order within 2 business days, the order needs to be returned within 7 days of the order delivery date if it exceeds the 14 days after the order date. 

      How do I return an item?

      To return an item:

      • Head to the returns portal below or click here to start your return authorisation.
      • Enter your order number (#xxxxxx) and email address  and click 'Search'.
      • Follow the screen instructions and select the item(s) you want to return. You'll have the option to select refund, store credit or exchange. 
      • Write your RA number(s) on the back of your parcel, next to your return address.
      • Return the parcel to us. We recommend tracking to ensure safe delivery.
      • Progress updates, store credit information, notes and return labels will be available on this page. 

      How do I exchange an item?

      Follow the standard returns process. Then reserve the replacement item by placing an online order, using 'Exchange' as payment method and add your RMA number(s) in the order note field.  Once we have successfully processed the return we will reprocess your replacement order and apply the refund/store credit amount, less restocking fee. If there is a price differences, we will provide you with a online invoice via email. The order will be dispatch of payment.

      NOTE: your replacement order will be reserved for the duration of your order returns period. Replacement orders without valid RMA number(s) will be cancelled.

      What is the returns address?

      The returns address will be provided with your RA number. Items sent to the wrong address will be returned to the sender.

      Why is there is no return option when I enter my order number and email address?

      The item you returning is not eligible for return. We've either stated that the item is a final sale or you've lodge your return request after 14 days of the order purchase date.

      My item is faulty, what do I do?

      Please inspect your purchase as soon as you receive it, we have strict returns periods and don't want you to miss out. If you discover any faults, wrong items or items damaged in transit, please follow the standard returns procedure and select the appropriate returns reason. We will endeavour to remedy this as conveniently as possible for you.

      I received a damaged parcel, what do I do?

      Please follow the standard returns procedure and select the appropriate returns reason. We will endeavour to remedy this as conveniently as possible for you.

      I received something I didn't order, what do I do?

      Please follow the standard returns procedure and select the appropriate returns reason. We will send you the correct item, with a return courier bag. Please use this to return the wrong item back to us.

      Still have questions?

      Email us at support@pregoli.co.nz with your full name, and order number or call us on 03 669 4600 and leave us a message.

      Returns Portal

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