BEFORE YOU PURCHASE….Please check your size & our Returns Policy!
Online Return Policy
At Amber Whitecliffe we understand shopping online can be tricky to get the sizing and fit right. If you are not sure of your size after checking the
Amber Whitecliffe will happily exchange or refund any item purchased through our online store (www.amberwhitecliffe.com) with the exception of Made to Order, AW Gift Vouchers and SALE items, within 7 days from the original purchase date. Items received outside of this period will not be accepted.
Returned items must be in their original condition with swing tag and not worn, altered or washed. We will assess the item once it has been returned to ensure it is in it's original condition before a refund or exchange will be processed.
Return shipping costs are to your expense, and no shipping costs will not be refunded unless the item is faulty*. Amber Whitecliffe is not liable for garments being lost/stolen when returning; we recommend using a traceable delivery method and taking note of your tracking number.
Made to Order Return Policy
When you order custom garments from Amber Whitecliffe or an item online that is not in stock and “Made To Order” the contract is final. You do not have the right to return goods or exchange them to get a refund if you have changed your mind or your circumstances have changed. However if there is a major fault* that may have been overlooked we will repair the garment. If a new one is required and there is no more available fabric to make a new one we will issue a full refund upon return of the garment; the item must be in original, unused condition, with all tags attached.
If you would like purchase an item that is “Made To Order” it will take 4-6 weeks, however if you need it earlier for a certain occasion we may be able to make it faster!
Upon acceptance of the agreed time, if you choose to cancel the order before receiving it, a cancellation fee will occur. This fee will vary depending on the garment ordered and what step in production we are up to. (It will range from 10-75% of the retail price).
*Faulty Goods: All of our garments carry an expected life depending on the materials used. Items that are damaged as a result of wear and tear are not considered to be faulty. Items that were ruined whilst washing are also not considered faulty – we have put specific instructions how to take care of your Amber Whitecliffe garment. It is at the discretion of Amber Whitecliffe staff to determine fault. If you would like to return a faulty item, follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size. If we cannot repair or provide a replacement you will receive a credit or refund.
How do I return my item?
If you would like to return a garment for an exchange, store credit or refund; please email firstname.lastname@example.org within 7 days of receipt of your item, whereby we will respond quickly and accordingly. All refund items must be returned in the condition they were sent to the address below and once received a refund will be provided.
Please address all returns to:
Level 3 Imperial Building
44 Queen Street, Auckland CBD 1010
027 477 4127
Please note that if you return a sale item or made to order item to us you will not be refunded.
My item didn’t arrive?
In very rare circumstances an order may be lost or stolen in the post, unfortunately this is beyond our control and Amber Whitecliffe cannot take responsibility. All domestic orders are shipped via NZ Post and International orders via Registered Air Mail. All with track and trace and Signature required on arrival. However, if it doesn’t arrive don’t hesitate to contact us so we can help you track it down!
Please note: This returns Policy was updated on the 27th May 2019