Refund policy | doodlewear

Refund policy

With a focus on sustainability, we print your items with care, one at a time, just for you. You will get the perfect fit by measuring and following our easy clothing size charts. As you will know, different brands have different size charts, so it's essential to double-check them whenever you shop online. All of the measurements (width and length) and product descriptions are provided for each product, so it is up to the customer to ensure that the style and size selected are right whether it's for them or a gift.

Please measure and view our 'Size & Style Guide' HERE now.

Want to buy a gift for someone else but don't have their measurements? We have you covered! Give them the gift of choice instead of guessing their size with a doodlewear gift voucher.

 

Change of mind returns/exchange policy

 

Even though you have read our product descriptions, measured before purchasing using our size and style guide (as you confirmed/agreed at checkout), it may not be the right fit for your body shape in rare circumstances. 

We want you to be happy with your doodlewear so if you change your mind about the size or style strictly within 48 hours of delivery of your order from the courier, no trouble, we can get you sorted. This time frame begins when your package arrives at your door, even if it's a Christmas gift or for another special occasion, not when you later give it to the recipient*. Unlike a lot of other print on demand stores, we offer you 48 hours from courier delivery to you, to see that it fits. Even though we have a sustainability approach by purchasing product stock on demand, getting your items printed one at a time specifically for you, and paying our artists, we want you to be happy.

We can provide you with one of the following options:

  1. Exchange - size/style exchange to the item's value at the time of purchase, exclusive of any shipping costs.

  2. Store credit - If there is no item in stock as an exchange replacement available, we can give you store credit to the item's value at the time of purchase, exclusive of any shipping costs.

  3. Refund - If there is no item in stock as an exchange replacement available, we can refund the value of the item at the time of purchase, exclusive of any shipping costs. 

Please be aware that the "Change of mind returns/exchange policy" excludes:

  • sale products

  • artwork choice

  • product colour choice

  • items that have already been exchanged

  • production time and courier delivery timeframes. Our turnaround time is specified clearly on our website and agree to in our 'terms and conditions' at checkout. We cannot take responsibility for delays in courier delivery, as this is out of our hands. Please order well before you need your items.

As we order stock and print to order especially for customers, these cannot be returned or exchanged, so please select your artwork products carefully and double check your order is correct before you check out. Please refer to our 'Size Style Guide' before ordering, and don't hesitate to email us info@doodlewear.co.nz for assistance in selecting your style.

* Want to buy doodlewear for someone as a gift but cannot get their correct measurements? Don't guess their size, give the gift of choice with a doodlewear gift voucher. Learn more HERE

 

We'll send you information so you can plan your return for exchange.

  • On receipt, all returned items will be examined.

  • To be eligible for store credit, exchange or refund, items must be returned in their original condition (new, unused, unworn, unaltered, unwashed). All garment tags must be still attached to the item.

  • Return shipping fees to doodlewear are the responsibility of the customer. Customers are also liable for the cost of returning the newly exchanged item from doodlewear.


How to exchange, get a store credit or refund for a 'change of mind' item

For all exchanges, store credit and refund requests, contact us at info@doodlewear.co.nz within 48 hours of receiving your order from the courier, providing us with your order number and brief reason. Include your order number and a brief reason for the request. We'll guide you through the exchange process and provide the return address. After reviewing the exchange process email, please confirm strictly within 24 hours if you'd like to proceed.

  • All items need to be returned* within 7 days from the date of your parcel delivery, including the receipt or proof of purchase. 

  • Once the item has been received it will undergo a quality review. 

  • Once cleared, we will exchange the item if a replacement is in stock and available. If we do not have a replacement available, we will offer you either a doodlewear credit or a refund of the value of the item at the time of purchase and any shipping costs incurred. We will contact you to confirm this.

  • We will send you an invoice for our standard shipping cost for your new item to be sent to you. Upon receiving the payment we will process your exchange order.

  • A refund may be denied on rare occasions. If there are signs that the item has been worn or damaged or outside of the returns time frame, we reserve the right to refuse the exchange/return and the return shipping costs will be at the expense of the customer.


Return and refund policy on online gift vouchers

doodlewear online gift vouchers are non-refundable and cannot be exchanged for cash in part or full, so please choose carefully when purchasing a voucher.


Refund policy for faulty items

We stand by the products we make, and we believe in quality. If our products have failed you in any way, please contact us and we will endeavour to help you. No returns are accepted after 14 days of receipt of purchase. 

Refund returns of faulty/damaged or have a faulty print items will only be accepted if the goods were faulty when delivered to you; doodlewear takes special care to check your purchase thoroughly for any faults before delivering them to you.

  • All items returned as faulty will be inspected on receipt and any items deemed subject to general wear and tear will be not accepted as faulty.

  • To be eligible for a return or exchange, items must be returned in their original condition (new, unused, unworn, unaltered, unwashed). All garment tags must be still attached to the item.


How to return/exchange faulty items

For all return/exchange requests of faulty items, contact us at info@doodlewear.co.nz within 14 days of receipt of purchase (meaning: within 14 days from when the customer has received the order from the courier), providing us with your order number and a brief reason for return/exchange and a photo that clearly shows the fault or damage. We will provide you with an address to send the parcel back to.

  • All items need to be returned within 7 days from the date of your parcel delivery, including the receipt or proof of purchase.

  • Once the item has been received it will undergo a quality review. 

  • Once cleared, we will replace a faulty item if a replacement is in stock and available. If we do not have a replacement available, we will offer you either a doodlewear credit or a refund of the value of the item at the time of purchase and any shipping costs incurred. We will contact you to confirm this.

  • Should you not want a replacement, you may request a full refund of the value of the item at the time of purchase and any shipping costs incurred.

  • If there are signs that the item has been worn or damaged, we reserve the right to refuse the return and the return shipping costs will be at the expense of the customer.


 Late or missing refunds from doodlewear

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at info@doodlewear.co.nz with the subject 'REFUND MISSING'


* Shipping products back to doodlewear

If you are shipping an item back to us, make sure the parcel is secure (we suggest a tracked, insured shipping or posting method, as well as lots of tape) as you are solely responsible for it until it reaches us safely. doodlewear does not accept responsibility for packages we do not ship ourselves.