Returns & Exchanges

We understand shopping online is different! That's why we promise to provide the best products possible. However, if you are in any way dissatisfied with your purchase we will happily exchange, or provide a credit for most things you would like to return.

Return procedure

1. Please email [email protected] or call us on 09 9551 8905. Return your purchase within 14 days of purchase along with the original receipt

3. Return items must be unused, in their original condition and packaging with all instruction manuals and accessories

4. The following items cannot be returned: gift cards, e-vouchers, discontinued items or any item that was reduced that was purchase on sale  

5. All returns must be returned together with any free or bonus items that were provided with the item at the time of purchase

6. Returns must be sent back to us at your own expense and packaged up well (we recommend tracking/signature too)

CAN I CHANGE MY ORDER

Sadly we can't alter your order once it's been placed, but you can exchange or return your order once received.  Please see below for conditions.

CHANGE OF MIND:

We encourage all customers to choose wisely when making a purchase as Skip Hop New Zealand does not offer refunds on change of mind items. Your statutory rights under the New Zealand Consumer Law, mean that if you want to return an item (at your own expense) because you have changed your mind, Skip Hop New Zealand will gladly offer you an exchange (new shipping charges apply) or credit note for items returned within 14 days of purchase (this excludes sale and clearance items).

FAULTY GOODS & WARRANTY CLAIMS:

Refunds and exchanges are available to customers who have purchased a faulty or defective product. In order for a refund or credit note to be processed, original proof of purchase must be provided when returning the goods for warranty assessment. After Skip Hop New Zealand receives the parcel and warranty issue is approved we will refund, exchange or credit note your purchase and original shipping costs will be refunded on products deemed faulty. Shipping costs on items sent outside New Zealand are not refundable. Refunds will only be made by the original payment method, and in the case of credit cards only back to the original card.

RETURNS VIA MAIL:

Customers returning items will be responsible for all shipping and handling fees. When returning any items please follow the steps above and tracking is highly recommended as exchange or store credit will not be granted if item is not received.

CREDIT NOTES:

Credit notes are valid for a period of 12 months from the date of issue and cannot be replaced if lost or stolen. 

PROMOTION CODES:

Promotion codes cannot be used in conjunction with any other offer. Promotion codes do not apply to sale items. You can still use promotion codes if you have a mixture of sale items and regularly priced items in your basket but the terms and conditions of a promotion code do not include sale items in the minimum spend or % off.