Refund policy

RETURNS, CREDITS & EXCHANGES

Each Libertine piece is made with intention - a little bit of magic stitched, cast or tooled into every detail. But if something isn't quite right, we are here to help. Every style comes with a measurement chart to check before purchasing, and our 'find your perfect size' app to guide you. We encourage you to follow the steps on how to measure, to find your ultimate fit.

STORE CREDIT & EXCHANGES

  • We gladly welcome exchanges or offer store credit for full-priced items received back by Libertine The Label within 7 days of delivery in New Zealand, or 18 days in Australia. After this time, all purchases are final.
  • Items must be unworn and unwashed, with all original tags and packaging.
  • For change-of-mind or sizing requests, we may approve one exchange or store credit per item, at our discretion, as we always want to help where we can.
  • We don't offer refunds for change of mind or incorrect sizing.
  • Once store credit has been used towards a new order, that order is final for change of mind or sizing. It cannot be returned again for further store credit, exchange or refund, unless faulty.
  • Store credit is valid for 6 months from the date of issue.

HOW TO RETURN

  • Please email us at sales@libertinedesign.co.nz within 24 hours of delivery, with your order number and a brief reason for the exchange or store credit. We'll then guide you through the next steps.
  • Returns sent without prior approval will not be accepted.
  • All return costs are the responsibility of the customer. Libertine The Label is not responsible for lost items.
  • For all exchanges, we will happily deliver the new item to you at our cost once we have received your return.

Please send all returns and exchanges to:
Libertine The Label
2 Seychelles St
Morningside, Auckland 1022
New Zealand

SALE ITEMS & DISCOUNTED PURCHASES

Items purchased on sale, in the archive sale, or with a discount code, promotional offer, welcome discount or store credit are final. There are no refunds, exchanges or store credits, unless the item is faulty. Faulty means a fault in workmanship, not wear after being worn.

PRE-ORDERS

Pre-order time frames are estimates of dispatch, not exact dates, and may change. Please allow 2-3 business days for dispatch once the pre-order shipment is delivered to us. You will receive your tracking information once your item ships.

If you order a pre-order item together with an in-stock item, your order will ship when the pre-order item arrives.

Pre-orders can't be updated or changed once the order is complete, sorry for any inconvenience.

JEWELLERY

Earrings can't be returned, sorry, due to strict health regulations.

DAMAGED OR FAULTY ITEMS

We take every care to ensure the quality of our products. Due to the nature of handcrafted garments and natural fabrics, faults can occasionally occur through human error. There can also be slight variation from artisanal workmanship, as each piece is handmade. A variation is not a fault, just part of the wonderful process of handmade items.

If you receive a faulty product, please contact us straight away and return it. We will replace it with another item or, if that is not possible, offer store credit or a refund on full-priced items.