returns + exchanges

returns & exchanges

found something beautiful but it’s not quite right ?

we take pride in every little detail around here. all of our pieces are lovingly and carefully quality controlled before they are dispatched, so in the unlikely event you receive an item that is not in perfect condition, we want to help! please contact the kintra team at hello@kintra.co.nz for a remedy.

exchange, credit, and refund options:

kintra offers the flexibility of stress-free exchange, credit, or refund options for any item purchased online, within 7 days from the date the item was received.
quality control is super important to kintra, and all items are carefully checked before dispatch.

contact information:

to request an exchange, credit, or refund, please contact the kintra team at hello@kintra.co.nz within 7 days from the date the item was received. please provide the customer name, order number, and details of the exchange or return request

return conditions:

kintra does not accept returns on sale items, so customers should please choose carefully.
items must be in their original condition, unworn/unused, with all tags still attached.
laundered or customer-damaged goods will not be accepted as returns, which is assessed by the online team upon receiving the item.

return shipping:

all parcels are sent by courier, and the cost of return/exchange couriers will be at the buyer's expense.
kintra provides a return address for smaller items: Kintra & Co Returns, 10 Pimlico Place, Newlands, Wellington 6037, New Zealand.
for larger items, kintra can assist in organizing the shipping, but the shipment cost will be borne by the buyer.

additional notes:

kintra may consider size changes for sale items within 48 hours of purchase, depending on availability.
kintra is also willing to exchange sale items for something of equal or higher value within a 7-day period.
in the unlikely event that an item is not accepted for return/exchange, kintra may return it to the customer.

this policy ensures that customers have options for exchanges, credits, or refunds while maintaining specific conditions for returns, especially for sale items. it also provides clear instructions for contacting the kintra team and handling return shipping.

steps for returns, exchanges, or credit notes:

notification: contact kintra via email at hello@kintra.co.nz within 7 days of receiving your order. provide your order number, reasons for the return or exchange, and any specific exchange requirements.
response time: kintra aims to respond to your email within 2-5 business days and will coordinate your refund, credit note, or exchange.
packaging: place the item back in its original box or bag, including the packing slip (needed for proof of purchase). kintra will arrange for a courier pick-up. for smaller items, you may receive a return sticker to drop off at an NZ Post collection point or have it picked up from your address.
courier pickup (furniture): kintra's couriers will contact you to arrange a convenient pick-up for furniture items.
processing time: after receiving your return, please allow 5-10 working days for kintra to process exchanges, refunds, or credit notes. you will receive updates on the status of your return.

international returns (outside New Zealand):

for international returns, contact kintra immediately at hello@kintra.co.nz. kintra will arrange a DHL courier to pick up the parcel.
attach your original invoice and customs documents to the package to prevent delays.
international freight charges may apply, as well as duties and tariff charges.
please note that furniture (including planters and rugs) cannot be shipped outside of New Zealand.

these steps provide a clear and structured process for customers to follow when returning or exchanging items, whether they are within New Zealand or internationally.