Return Policy

Last updated:

Our Return Promise

At Frozenonwrdlox, we aim to provide quality handmade items. If for any reason you are not satisfied with your order, we offer a return and exchange policy as detailed below.

We understand that buying handcrafted items online can sometimes be challenging, as the actual product may appear slightly different from the images shown. This is the nature of handmade goods, where each piece is unique. However, if your purchase does not meet your expectations, we are here to help.

Return Eligibility

To be eligible for a return, please ensure that your item meets the following criteria:

The item must be returned within 30 days of the delivery date
The item must be unused, unworn, and in the same condition that you received it
The item must be in its original packaging with all tags attached
You must have proof of purchase (order confirmation email or receipt)

Non-Returnable Items

Certain types of items cannot be returned due to their nature. These include:

Custom-made or personalised items that have been made to your specific requirements
Items that have been used, worn, or altered in any way
Items damaged through misuse, neglect, or accidents after delivery
Sale items or items purchased with a discount code (unless faulty)
Gift cards or vouchers
Items marked as final sale

Return Process

To initiate a return, please follow these steps:

Step 1: Contact our customer service team within 30 days of receiving your order. You can reach us by email at welcome@frozenonwrdlox.world or by phone at +64 3-366-0313
Step 2: Provide your order number and reason for the return. Our team will review your request and provide you with a Return Authorisation Number (RAN) if approved
Step 3: Carefully pack your item in its original packaging, including all accessories, documentation, and tags
Step 4: Include your Return Authorisation Number clearly marked on the outside of the package
Step 5: Ship the item to our return address using a tracked shipping method

Please note that you are responsible for the cost of return shipping unless the item is faulty or we made an error with your order. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Please allow up to 5 business days for inspection after the item arrives at our facility.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

Partial Refunds

In certain situations, only partial refunds may be granted:

Items that are returned more than 30 days after delivery
Items that show signs of use or are not in their original condition
Items that are missing parts or packaging
Items that have been damaged by the customer

Exchanges

We are happy to exchange items for a different size, colour, or product of equal value. To request an exchange, please follow the same process as a return and indicate that you would like an exchange rather than a refund.

If you would like to exchange your item for something of higher value, you will need to pay the difference. If the new item is of lower value, we will refund the difference to your original payment method.

Please note that exchanges are subject to availability. If your desired item is not available, we will process a refund instead.

Damaged or Defective Items

We take great care in packaging and shipping your orders, but occasionally items may arrive damaged or have manufacturing defects. If you receive a damaged or defective item, please contact us immediately and provide:

Your order number
A description of the damage or defect
Photographs showing the issue

For damaged or defective items, we will cover the cost of return shipping and send you a replacement or issue a full refund at your preference. Please report any damage or defects within 7 days of receiving your order.

Late or Missing Refunds

If you have not received your refund after the stated timeframe, please first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank as there is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us and we will investigate the matter.

International Orders

For customers outside New Zealand, please note the following:

You are responsible for all return shipping costs
Any customs duties, taxes, or fees paid on your original order are non-refundable
You may be responsible for customs duties and taxes on exchanged items
Return shipping times may be longer for international orders

Handmade Product Considerations

As our products are handcrafted by skilled artisans, please understand that:

Slight variations in colour, texture, and size are normal and part of what makes each piece unique
Natural materials may have inherent variations in grain, colour, and pattern
These natural variations are not considered defects and are not grounds for return

We provide detailed descriptions and multiple photographs for each product to help you make an informed decision. If you have any questions about a product before purchasing, please do not hesitate to contact us.

Return Address

Please send all returns to:

Frozenonwrdlox Returns
28 Worcester Boulevard
Christchurch Central City
Christchurch 8013
New Zealand

Contact Us

If you have any questions about our return policy or need assistance with a return, please contact us:

Phone: +64 3-366-0313
Email: welcome@frozenonwrdlox.world

Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM NZST.