STRESS FREE RETURNS

We guarantee to refund full price items (less shipping) with which you are not happy. Contact us on +64 274819456 or customercare@frasercrowe.com as soon as possible to discuss any issues and we will help you in any way we can.

ALL RETURNS AND EXCHANGES

Items must be returned in original condition: unworn, unwashed and unaltered state with all tags, care labelling and packaging in good condition within 14 days of receipt. Please note: we do not offer refunds on sale items. We will only accept returns in their original condition and packaging. Please understand that we are unable to return, exchange or provide credit for any items returned to us damaged, soiled or outside this timeframe.

If you wish to return or exchange an item please email customercare@frasercrowe.com and we will email you a return authorisation code and Product Returns Form. Please fill it in, making sure you include the reason for requesting a refund or exchange. We recommend you package the item securely and ask your carrier for a proof of posting certificate and retain it for your reference. You may use the delivery service of your choice. We recommend you insure your package for the full value of the returned goods and request ‘signature required’ as we cannot be responsible nor refund for packages we do not receive. For exchanges, please also specify the size and colour of the replacement items. Do not include your credit card details on this form or in any correspondence.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will notify you by email when we have exchanged your returned items or processed your refund. We will refund you through your original payment method, or apply a credit to your new order/exchange.

There are no exchanges on sale goods unless the goods are faulty or incorrect. 

 

LOCAL/GLOBAL

For exchanges throughout Aotearoa New Zealand:

We will email you confirmation and your tracking number once your replacement item has been dispatched. We are happy to replace and send your new item to you free of charge, but please be mindful, should you require any further exchanges, you will need to cover the shipping.

For exchanges outside Aotearoa New Zealand on orders less than $NZ650:

On receipt of your returned item, we will send your new item to you at the cost of international shipping for your location. You will be required to pay all charges for returning items to Fraser Crowe, shipping of the new (exchanged) item to your location and any additional duty costs. We will dispatch an exchanged item as soon as the payment for new international shipping is paid in full.

For exchanges outside Aotearoa New Zealand on orders more than $NZ650:

On receipt of your returned item, we will send your new item to you and cover the cost of international shipping for your location. You are required to cover any additional duty costs. We will dispatch an exchanged item once your return is received and inspected.

A faulty or incorrectly sent item can be exchanged or returned for a refund of the purchasing price. We must be advised of faulty or incorrect goods within 7 days of receipt of the item. Contact us on +64 274819456 or customercare@frasercrowe.com as soon as possible to discuss returning the item/s to us.

In the unlikely situation of you receiving a faulty item, we will replace, repair or refund within 7 days of receipt. Fraser Crowe will refund your freight costs to return the item and cover the cost of shipping your replacement.