Refunds & returns
Returns
Please contact us at store@lavela.co.nz to initiate a return in exchange for a company credit on unopened items within 14 days of placing your order.
Items sent back to us without first requesting a return will not be accepted.
Additional shipping costs may apply.
Damage and issues
Please inspect your order upon receipt, and email us immediately if the item is defective, damaged or if you receive the wrong item.
Please note that handmade items are likely to have small variations, and patina as a result of their handcrafted nature and/or natural materials.
Small defects of this nature are not faults, rather they are innate characteristics of handmade items.
Exchanges
We only allow one exchange per purchase order if returned in perfect condition with original tags and packaging unopened within 14 days.
You’ll also need the receipt or proof of purchase.
Please contact us at store@lavela.co.nz to initiate an exchange.
If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Additional shipping costs may apply.
Items sent back to us without first requesting an exchange will not be accepted.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and still in its original packaging. You’ll also need the receipt or proof of purchase.
Exceptions & items that may not be exchanged or returned
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases, nor vintage or antique items.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns in exchange for a company credit on sale items, pre-ordered items, or gift cards.
Refunds
In limited circumstances we may refund your item. Please contact us at store@lavela.co.nz to discuss whether your purchase may be eligible.
If we agree to receive the item back, we will let you know once we have inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too, often up to 15 working days.
Pre-orders & custom orders
Items purchased as a pre-order or a custom order cannot be cancelled before delivery nor can they be returned, refunded or exchanged.
When your pre-order is placed we will provide you with an approximate arrival date and do our best to ensure this timeframe is met, however this date is subject to change based on availability and delivery turnaround.
Any changes in delivery timeframes do not qualify for the item to be refunded.
Refunds and exchanges with Afterpay
If you qualify for a refund (your refund has been approved by our team) and paid for your order via the Afterpay service, Afterpay will require approval from us and then process the refund from their platform. You may need to allow 5 additional working days for your refund to be processed. The app will process the payment back onto the debit or credit card linked to your account and they will adjust or cancel your payment schedule as necessary. This payment is subject to Afterpay's processing times.
We cannot process any exchanges for items purchased on the Afterpay platform.