Eligible for Refund or Replacement

• Damaged items on arrival
• Manufacturing/printing defects or misprints
• Incorrect item received (style/size/colour different from order)
• Packages lost in transit (carrier-confirmed)

Requests must be submitted within 30 days of delivery (or estimated delivery for lost shipments).

Not Eligible

• Change of mind / buyer’s remorse
• Wrong size ordered (please check size guides carefully)
• Design/upload/spelling errors supplied by the customer
• Colour variance due to different screens/devices (minor variations are normal)
• Wear and tear from normal use or improper care

How to Request a Refund or Replacement

1. Email us at contact_us@nzmerch.com within 30 days.
2. Include your order number and a brief description of the issue.
3. Attach clear photos showing the problem (front, close-up of defect, external packaging if damaged).

We’ll review with our print partner and confirm the next steps promptly.

Resolution Options

• Replacement: We’ll reprint and ship the item at no extra cost.
• Refund: For eligible cases, refunds are issued to the original payment method.

Refunds are processed after approval. Bank processing times may vary.

Shipping & Address Issues

• Wrong/insufficient address: If the address provided is incorrect and the package returns, we can reship once the correct address is provided. Additional shipping may apply.
• Marked delivered but not received: Please check with household members/neighbours and contact the carrier. We’ll assist where possible.
• International orders: Customs delays or fees are the buyer’s responsibility.

Do You Accept Physical Returns?

Because items are made to order, we generally do not accept returns to a warehouse. If a return is requested as part of a quality claim, we’ll provide instructions on a case-by-case basis.

Cancellations & Exchanges

• Cancellations: Possible only before the order enters production. Production often starts quickly; contact us ASAP.
• Exchanges: We don’t offer direct exchanges. Please use the size guide and place a new order if needed.

Need Help?

Email contact_us@nzmerch.com with your order number. We’re here to help.