Refund policy
At Bel & Gray, every order is handmade with care. We want you to love your purchase, but if something isn't right, please get in touch and we'll do our best to help.
Change of mind
Because our products are handmade to order, we do not generally accept returns or exchanges simply because you have changed your mind or ordered the wrong size.
Please check the product description, measurements and photos carefully before placing your order.
Change-of-mind returns aren't required under New Zealand consumer law unless a store chooses to offer them.
Faulty or damaged items
If your item arrives faulty, damaged, or doesn't match its description, please contact us at hello@belandgray.co.nz as soon as possible.
Please include:
- Your order number
- A description of the issue
- Photos of the item and packaging where relevant
We'll assess the issue and, where required under the New Zealand Consumer Guarantees Act, provide an appropriate remedy such as a repair, replacement or refund.
Damage during delivery
If your parcel arrives damaged, please take photos of the packaging and item and contact us at hello@belandgray.co.nz.
We'll work with you to resolve the issue and, where appropriate, make a claim with the courier.
Lost parcels
All Bel & Gray orders are sent with tracking.
If your parcel doesn't arrive within the expected delivery timeframe, please contact us with your order number and tracking information. We'll investigate the delivery with the courier and work with you to resolve the issue.
Incorrect delivery address
Please carefully check your delivery address before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided, additional postage may be required to resend the order.
Cancellations
If you need to cancel an order, please contact us as soon as possible at hello@belandgray.co.nz.
As our products are handmade to order, we may not be able to cancel an order once production has started.
This policy does not limit any rights you may have under the New Zealand Consumer Guarantees Act or other applicable New Zealand consumer law.