Returns.

Here is our online returns policy to make the process as smooth as possible!

FULL PRICED ITEM RETURNS

Flora Fauna will offer a full refund, exchange or store credit (whatever suits you best) on all items excluding food, plants, skincare, personal care items and items on sale unless faulty.

Please email us at hello@florafauna.co.nz to discuss your return in the first instance.

The cost of delivery for returns is at the cost of the purchaser unless the item is faulty.

Flora Fauna offers free shipping (on applicable orders) with the understanding that the customer will be keeping the goods purchased. If you are returning your full priced order for a refund, Flora Fauna will retain any original shipment costs incurred with the purchase.

SALE/DISCOUNTED ITEM RETURNS

Sale/discounted items are all final purchases. No refunds or exchanges are available unless they are faulty – in which case the faulty item process will apply.

They are priced to move so we suggest getting as much information from us as possible before you make that purchase!

FAULTY ITEM RETURN

When you purchase an item online from us – we truly hope that it will arrive at your door and meet all of your expectations. But we do understand that sometimes an item arrives and it was damaged in the post.

If your item has arrived damaged or arrived faulty, we will need to assess the damage/fault. Sometimes this can be done by sending us a photo. Otherwise we will arrange for the item to be returned at our cost via a courier service.

Please email us immediately at hello@florafauna.co.nz  with details of purchase and damage, and we will get back to you with detailed instructions. 

Please hold onto ALL packaging that the item arrived with, this may be required back if the item was damaged in transit for claims purposes.

You’ll be notified via email that your return has been received and processed. Please allow 3 working days for a return to be assessed and processed from the time that your return is received by the store.

All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, or we feel that tampering has been made to the item/s we may have to send it back to you at your cost.

If the fault/damage meets the above criteria a repair will be arranged, if a repair is not possible the item will be replaced or exchanged for similar (as agreed), if no replacement or exchange is available a refund will be offered.

DETAILS TO NOTE:

• Flora Fauna needs to receive the item/s within 14 days from when you received the item/s to qualify for a return. Please ship within 7 days of purchase to ensure this happens
• Flora Fauna does not take responsibility for any items lost in the process of returning to us. So make sure your item is tracked.  Until it is returned to us it is your responsibility, so track that parcel!
• Return shipping costs are to be covered by the customer (with the exception of faulty/damaged item/s).
• If you are returning an item/s and you are requesting a refund and you received free shipping, the cost of shipping will be deducted from your refund. 
• If you are returning an item/s and you are requesting an exchange we are happy to cover the cost of 1 exchanges shipping to you.
• You will be notified via email when your return has been processed. Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost

Return address:
Attn: Returns Flora Fauna
8 Church Street
QUEENSTOWN
9300

Items must be returned in brand new condition with tags attached and packaging in 100% condition.

Please send your package via Track & Trace methods only. Please enclose all relevant information.

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