SHIPPING & DELIVERY
RETURNS & REPLACEMENTS
Please note: The policies below apply only to goods purchased online via this website. Check with us for details of our physical store policies.
Eye Spy Store is dedicated to providing quality products and services to our customers. We hope you will love what you have ordered, but if something isn’t right, please let us know.
Our quality control team inspect all deliveries to www.eyespystore.co.nz to ensure the products you receive meet our quality standards. However, if you do receive a faulty or damaged product, please contact us to arrange a return and replacement or gift card.
Refunds will only be authorised if you make contact within 5 days of receiving your goods. You will be given a Return Authorisation (RA) number at this time.
Unfortunately your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable. Refunds apply to postal returns only. All returns must be accompanied with a returns document as detailed below.
When the shop is very busy a product that you have selected to buy may be listed as being in-stock, however, because we are also a physical store, there is the possibility that a shopper in store may be purchasing the same item at the same time. If this does happen we will fully refund you of your purchase.
Please contact us first before returning any items.
All Eye Spy Store products carry a guarantee on faulty workmanship and materials. Care labels in the garments must be strictly adhered to. Items that are damaged as a result of wear and tear are not considered to be faulty, it is at the discretion of Eye Spy Store to determine fault. If you would like to return a faulty item, follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size at our discretion. If we cannot repair or replace the item, you will receive a credit or a refund including your original postage charges. Unfortunately any import duty or customs fees and local sales taxes (levies) charged are not refundable.
We will meet our requirements under the NZ Consumer Guarantees Act.
ALL SALE ITEMS ARE FINAL
This means no exchanges, credits or refunds unless it has been assessed as faulty.
If you've purchased an item that was discounted but you have since changed your mind, unfortunately you cannot return it. But you can share the good vibes and give it to a lucky friend ;-)
If you have any questions about an item, it's best to get in touch before you purchase. We will do our best to give you more information and assist you to make the right decision.
You must contact our team firstname.lastname@example.org regarding any issues within 5 days of receiving goods, to ensure you qualify for a return or exchange. Do not send anything back without getting in touch with us first or it may not be accepted.
All returns are to be sent with the online returns document (download here) ………….and supporting documentation including receipt/order number. Items are to be returned in their original condition and appropriate packaging to:
Eye Spy Store
6 Royal Oaks Lane
701A Morrinsville Rd
Newstead, Hamilton 3286
If you return items without meeting our return policy criteria, this may lead to further delays. You are responsible for the cost of the return shipping to have your goods returned.
We are happy to exchange/refund with gift card any item purchased online (unless stated otherwise). However the following conditions apply:
- You must notify email@example.com of your intention to exchange/return within 5 days of receiving your goods.
- Send goods back to us via a trackable method to the above address. Please note Eye Spy Store does not take responsibility for any items lost in the process of returning the item to us and hence why we recommend a trackable method. (lost parcels are no fun at all)
- We will raise a credit, exchange or refund with a gift card for you once the garment has been returned and accepted by Eye Spy Store. Please allow 5-7 working days for this to happen.
- Items must be returned with original receipt, in brand new, unworn condition with original tags still attached - we will not accept items that have been washed, damaged or soiled in any way.
- Once the product has been received it will undergo a quality control check to ensure that the item is unworn and the original tags are still in place.
- Once assessed , we will process your return and get back in touch with you as soon as possible (within a max of 3 working days
- No refunds will be given on sale items or outlet sale items.
You will be refunded via gift card or credit note for the price you paid for the item at the time of purchase.
Please note: Eye Spy Store is not responsible for the payment of the return shipping. If you are wanting an exchange, the courier for the new garment is at your expense. We suggest you include a prepaid bag with your return. We are more than happy to help with size selection and fitting over the phone to try to get it correct first time.
Gift cards are not available to be refunded or exchanged for credit in the form of cash or direct debit. Once purchased the sale is final and shall not be returned or requested for a refund.
As well as our online store, we also have two real-life physical stores. This means at any moment someone could walk in, try something on and buy it!
We generally stock products in limited quantities, and we will try our very best to keep our online stock levels accurate and up to date - but there is a small chance that before our website updates, you may be purchasing something online at the same time as a customer in one of our physical stores.
In rare instances, we may experience technical 'glitches' with our inventory systems where the item count does not update properly - so there is a slight possibility that you could buy a product that is no longer available. On the rare occasion that this may happen, don’t worry we will be in touch. If this occurs and you have ordered something online that is for any reason unavailable, we will notify you as soon as possible and find a solution - either order it in for you where possible or cancel your order and issue a refund.
Some items may look slightly different in real life to how they look in the photo (due to types of photography or the way computers or devices shows colours) but we will do our best to give you the most accurate description of how the item looks.
If you have any questions about the fit or look of an item, email us or call us and we will do our best to help you out.
But if you think we’ve got it seriously wrong, contact us and we’ll have a chat about what we can do.