Returns
Can I return my order for a refund?
Yes you can, simply let us know within five working days on receipt of goods. We are more than happy to offer you a full refund or an exchange for credit excluding delivery and handling charges as these are non refundable. Please address your package (including your receipt) toAttn: Returns,
Mountain Jade,
43 Depot Street,
Rotorua,
New ZealandFor your protection, we strongly recommend that you return your order with an insured mail service and keep the receipt for your records. We are not responsible for lost return shipments. All refunds will be credited in New Zealand dollars.Refunds can only be made to the original method of payment (e.g if you paid with Afterpay, we can only refund to Afterpay). We cannot refund to a different payment method.EARRINGSUnfortunately, for hygiene reasons, we cannot accept returns of earrings if you change your mind, so please chose carefully. For our in store returns policy, please contact the store where you made the purchase and they will be able to assist you.OVERSEAS ORDERS OVER $1000:When an item of a value greater than NZD $1000 is returned to us, we are charged an Import Entry Fee of $55.71 by New Zealand Customs. Be mindful that we pass this fee onto yourselves, when we refund you for this item. Therefore your refund will be the cost of goods paid, less this fee and any postage costs.REFUSING DELIVERY OF ITEM OR NOT PAYING CUSTOMS FEESOrders that are not claimed at customs - or refused at shipping address by yourself or the recipient of the parcel - will be returned to us at the customer’s expense, with any refund we later issue, deducting both:
1) The cost of return postage to ourselves. This figure is set by the shipping agent, and comes with a minimum fee of $50.
2) Our own admin and restocking fee at $50.
Mountain Jade and/or the shipping provider (ie. DHL) will attempt to contact you, prior to this happening. However if we receive no response after a number of attempts, be advised of this outcome.
Your partial refund will not be issued until the items have arrived back with us, in the same condition.