Warranty is given by Fashion Factory subject to the following conditions.
We have a 7day return & exchange policy provided the garments are in resalable and unused condition, accompanied by original tags and a valid receipt.
If a card was used for purchase, the cardholder and card must be present.
Pierced jewellery may not be returned or exchanged. If your purchase contained a promotional or free item these items must be included within the return, this policy is in addition to your rights under the New Zealand Consumer Guarantees Act.
If you are able to provide a receipt or other satisfactory proof of purchase, we may not offer you an exchange or refund.
The warranty shall not cover any defect caused:
After wear and tear
Improper or unauthorized use of the products.
Failure by the customer to settle accounts for goods supplied will render the warranty null and void.

Change of Mind

If for any reason you are not satisfied with your purchase, return the goods to us within 7 days and 14 Days for mail order and internet customers. We will offer you an exchange. Goods must be unmarked and in original condition with original instructions and packaging. All sales dockets must be included
We also reserve the right to impose higher than 20% refund surcharge levy if the items returned are in used condition / missing accessories / no original packaging.

Return an item purchased online

Items purchased online can also be returned by mail at your own expense providing the general returns conditions above are met. Please contact our Customer Service Team on sales@fashionfactory.co.nz to obtain a Return Number. All Returns lodged through mail must have a Return number or the package will be refused and returned to sender. Returns may take up to 14 working days to process. We recommend sending your returns with tracking so you can see when it has been delivered. Fashion Factory is not responsible for lost packages. Refunds will be issued back onto the same credit card that was used to place the order. Please note Fashion Factory will not refund the original delivery fee unless products are determined to be faulty under the New Zealand Consumer Law.

Send a Message

If you did not find the information you were looking for, please send us a message using the form below and we will reply as soon as possible.