We understand that purchasing online can sometimes be tricky and we want to ensure that you love your purchase and are happy with the quality and fit. If for any reason you are not satisfied with your purchase, in most cases you can return it to us for a refund or exchange.
Items must be initiated for return within 7 days of receiving the order by submitting a return request under the My Account and then clicking into Orders page or emailing us at firstname.lastname@example.org.
· Seconds or Samples can not be returned for refund or exchange, which is reflected in pricing of the product.
· Items must not be worn, altered or washed.
· Items must have all tags and packaging attached.
· Bedding will only be accepted for return if not removed from packaging.
· Footwear must include the original shoe boxes and be unworn, undamaged and without postal labels attached to the shoe box.
· For hygiene reasons we cannot accept returns on underwear, swimwear, lingerie or make-up or skin care products.
· Items marked Final Sale are not covered by our return policy unless faulty.
We may refuse the return of items if they do not comply with the above criteria.
How to make a return
All returns and exchanges must be registered and must be correctly packaged with the original order number referenced clearly.
Send your parcel to:
32 Marae Road
Please allow 1-2 business days for our team to process your return/exchange from the time that it is received. We will email you confirmation of your return having been processed. Refunds may take 2-3 days to appear in your account depending on who you bank with.
Exchanges are subject to availability at the time we receive the return back. If you don’t want to miss out on your size we suggest purchasing the size or item(s) you want and then returning the item(s) you have for a refund.
You are responsible for all return shipping costs, and we highly recommend you return your parcel via tracked courier. SoStellar does not take responsibility for any returned items until they reach our office. Shipping charges are not refunded.
We cannot cancel or edit orders once they have been placed (with the exception of delivery address/details).
Faulty Goods / Incorrect Item Received / Missing Items
If you have received an incorrect or faulty item please email email@example.com for our customer service team to remedy the situation. Make sure you have your order number, email address, clear photos if there is a fault, and your preferred outcome so that we can provide you with a quick resolution.
*The above return policy is in addition to and does not affect the statutory rights you have under New Zealand Consumer Law.