Shipping & Returns

SHIPPING INFO

ORDER CONFIRMATION

Once you have completed your order, a confirmation email will be sent to you. We will begin preparing your order immediately after payment is verified.
Goods ordered online cannot be collected from a Patersonrose store.

SHIPPING / DELIVERY

Shipping charges will apply for all orders ( unless FREE shipping is applied ). We have a scaled shipping charge for all orders on our website. The shipping charge will vary depending on the item size and quantity of your order and is added to your order at checkout.

You can check your shipping costs at the checkout by clicking the shipping estimator. In some cases, when super sales are on, the shipping charge may seem disproportionate due to the heavy discounted pricing of the goods.

Delivery times vary between 4-6 working days NZ; 6-8 working days OZ. Please note this time frame is an estimate only & may be subject to change. Total Delivery Time = Processing Time + Shipping Time

During any promotion periods/sales, delivery times may be extended by an additional 3-4 working days.

If your order is urgent please advise us on your order ‘comments’ and we will do our best to prioritise it.

Stock is subject to availability. If you have purchased a product that has since sold out, firstly we are very sorry! We try hard to keep our inventory correct to avoid disappointment but occasionally stock errors do happen. If this happens with your order, you will be notified by a representative from our Customer Service team, with an option of replacement or a refund.

TRACKING YOUR ORDER

You will receive an e-mail notifying you once your order has been shipped. The email will include a unique parcel tracking number. The status of your order can be reviewed by clicking on your tracking order, or logging into NZ Post and entering your unique tracking # https://www.nzpost.co.nz/tools/tracking

Any parcels that are returned to sender and need to be re-shipped may incur an additional cost to the customer.  Unfortunately, we cannot hold liability if you provide us with an incorrect delivery address.

RETURNS & REFUNDS

 Our Quality Promise

Patersonrose is passionate about providing you with quality products.  We ensure the items that we stock meet our quality standards and your expectations. However, if you are unhappy with the quality of a product, please contact our Customer Service team at sales@patersonrose.com within 14 days of delivery, providing a valid reason for the return and we will undertake to either replace or refund the item in question.

We try very hard to ensure our images are an accurate representation of our products. However different computer settings may mean actual product colours may differ slightly. We will happily exchange or refund a product for you. Colours can be checked while the item remains in the packaging, so –

Only remove the item from its packaging if you are choosing to keep the product. We cannot accept return products for a refund, credit or replacement that have been removed from their packaging & opened, unless it is faulty.

RETURN POLICIES

All return/exchange items must be returned unused, undamaged, unwashed, and in its full original packaging. If not, the buyer is responsible for all incurred fees and there will be no refund.

Items can be returned or exchanged within 14 days from the delivered date. Note that overdue requests may not be accepted.

We may not accept returned items that were sent back directly without notifying us first.

Please DO NOT return to the address on the package received, which is not our return address. Otherwise, we are afraid that we will not accept returns and refunds

PLEASE NOTE : Return shipping fees for an exchange or refund are at the customer’s own expense.

FAULTY ITEMS

If you receive a faulty item, firstly, we sincerely apologise. Please contact us at sales@patersonrose.com  with your order number and images of the fault within 14 days of delivery and we will work with you to resolve it as soon as possible. If your items is faulty and we have stock of it, you will be sent a replacement.

Granting of a refund or replacement is entirely at the discretion of Patersonrose after inspection of the faulty goods. A refund, credit or replacement will be applied through the original payment / delivery instruction. Please note, product may not always be able to be replaced if stock is no longer available.

RETURNS PROCESS

  1. Email us with your return request to sales@patersonrose.com  within 14 days upon receiving your order, detailing your name, your order number, the item/s & the reason for your request.
  2. After receiving your email with the exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.
  3. Once the item has been received by Patersonrose and deemed to meet the return requirements, you will be emailed with a returns confirmation and receive a refund or have an exchange order processed within one week. A refund will be issued to your original payment method. Generally, you will receive a refund within 5 to 7 business days.

NOTE : Original shipping charges are non-refundable.

Please Note: we reserve the right to decline a refund or exchange if item/s are returned in an unacceptable condition.

SALE ITEMS
Please do select your items carefully. Goods will not be exchanged if you have simply changed your mind. Sale items or items purchased at a discounted can not be returned or exchanged unless faulty.

If, for some reason, you require an item to be exchanged ( eg. ordered an incorrect size ), we are happy to help. Please apply to sales@patersonrose.com and provide details of your exchange request. Approval for an item exchange is at the full discretion of Patersonrose & all returned goods must meet the requirements of our returns policy.

If you have any further questions, please contact our customer services at info@patersonrose.com

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