Terms of service
RETURNS POLICY
CANCELLATION AND RETURNS
All orders are dispatched from our headquarters in Auckland, New Zealand. We aim to ship within 3 working days of an order being placed and payment confirmation being received. Should you wish to cancel an order after payment has been accepted and before it has been dispatched, please contact Design Alchemy Collective via email at dac@designalchemycollective.com
If a refund must be issued for a non-dispatched order, the value of the order minus the cost of the transaction finance fees will be refunded. Once an order has been dispatched, it cannot be cancelled and will be treated as a return should you not wish to keep the products. Design Alchemy Collective reserves the right to cancel any order at any time without notification.
RETURNS
We are unable to offer refunds, exchanges or credits on sale items, unless the product is deemed faulty in which case please read the ‘Faulty Items’ section.
You can return or exchange any item purchased through our online store within 7 days (NZ) and 14 days (for all other countries). This excludes sale items. You must request to return the product within 3 days of receipt by contacting us via email at dac@designalchemycollective.com to let us know if you wish to return or exchange. The returned items must be unused, unaltered, unwashed and in their original packaging.
We will be happy to exchange the items or process a refund. Please note: If you have paid for your order via bank deposit you are entitled to a full refund of the returned goods minus the freight charge. If you have paid via credit card or the on-line portal, you are entitled to a refund of the returned goods minus the transaction finance fees and freight charge. We will process all returns as soon as we can, but it may take up to 10 working days to complete. We will email you once the return has been processed.
Please return to:
97 Lucerne Road
Remuera
Auckland 1050
NEW ZEALAND
Items returned after 7 days (NZ) or 14 days (for all other countries) will not be entitled to a
replacement, exchange or refund.
FAULTY ITEMS
We inspect every iitem that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasion that you have received a faulty product. If you have identified the fault within 7 days of the date of purchase, then you can return the item under our normal return procedure. If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative.
On receipt of the return we will assess the fault and refund the delivery costs. If a fault develops outside of the 7 day return period, contact us by email on dac@designalchemycollective.com before you return the item so we can discuss the fault with you and the best way to deal with this.
We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received to determine if they are faulty. We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.
Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.
Please take extra care to read our specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
Many of Design Alchemy Collective products are hand made by artisans, any irregularities that you may find are part of their unique hand crafted character.
Expect and enjoy the perfectly imperfect.