Returns Policy

Our Returns Policy

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

    Product return status can be found in the individual product returns section. 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 180 days from date of issue.

      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. A late return fee of $20 per day per item is charged when returns are received outside the 14 day returns period.

      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)

      Items marked as 'Refund' or 'Store Credit' can be returned 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/ not 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 has a valid Return Authorization (RA) number.
      • parcels are sent to to the designated returns address.

        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?

        1. Follow the standard returns process and state the name, number and color of the replacement item in the notes field.
        2. We will process your exchange once we've completed the returns process.If the item is not available we will issue a refund or store credit as per your returns request.

        What is the returns address?

        The returns address will be provided with your RA number. We regret, but we are unable to refund or return items sent to the wrong Pregoli address. Our address location may change from time to time, so please ensure you use the address provided with your RA number.

        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, email us at  info@pregoli.co.nz with your order number, order email, item name/sku, description of the fault and one of more photos to demonstrate the fault. We will endeavour to remedy this as conveniently as possible for you.

        I received a damaged parcel, what do I do?

        When you receive a damanged parce, email us immediately at  info@pregoli.co.nz with your order number, order email, item name/sku, description of the damage and one of more photos to damage the fault. We will log a case with the courier company and present the information and will take action based on the outcome of the investigation. Damage is only covered during transit and exclude damage incurred after delivery.

        I received something I didn't order, 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 incorrect item within the 14 day returns period, email us at  info@pregoli.co.nz with your order number, order email, item name/sku receive and item/sku name ordered 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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