If You Need to send it back
Returns Policy
Online Order Return And Exchange Conditions
Returns and exchanges are accepted on standard-size items only
Custom-made, made-to-measure, or customised items are non-refundable, unless a manufacturing fault is evident
Original shipping fees, duties, and taxes are non-refundable
Exchanges require a reshipping fee
If an item is not returned in its original condition, the buyer is responsible for any loss in value
Buyers are responsible for return shipping costs
Return Fees (International Orders)
Due to non-refundable costs incurred on dispatch (including handling, duties, and processing), the following return fees apply:
Tops & separates: NZD $50
Gowns: NZD $250
Return fees are deducted from your refund once the item is received and approved.
Returning Orders Under $1000 NZD
To be eligible for a return or exchange:
Notify us of your intent to return within 3 days of delivery
Ensure the garment has not been worn, stained, or damaged
Repackage the item as it was received
Ship the item back within 7 days of delivery using a tracked service
Tracking details must be provided for all return shipments
Return Address
Returns – Gown & Altar Studio
1st Floor
Unit 1 / 23 Tukorako Drive
Mount Maunganui
New Zealand 3116
Ph +64 204 121 9004
Returning Orders Over $1000 NZD
Notify us of your intent to return within 3 days of delivery
Gown & Altar will arrange return shipping via DHL
Return shipping costs will be calculated by DHL at the time of booking and deducted from your refund once the return is received and inspected
DHL returns cannot be dropped at a post office
Collection instructions will be provided
Refunds
Once your return is received and inspected, we will email you to confirm receipt and advise whether your refund has been approved.
If approved, your refund will be processed and credited back to your original payment method, less any applicable return fees, shipping costs, duties, or taxes.
Notes
Items must be returned unworn and in original condition, free from damage, fabric pulls, makeup, odours, or animal hair
Tracking must be provided for all returns
Returns outside the stated timeframes may not be accepted
