Returns

Orient takes great pride in the products offered and the delivery methods used. If for any reason you are not happy please contact us as soon as possible at store@orient-nz.com

  • HOMEWARES AND OTHER PRODUCT* RETURNS

    For change of mind returns on other products (excluding sale items) we offer a store credit for the value of the product (excluding shipping charge). *This return policy excludes food, earrings, skincare, personal care items, furniture and items on sale unless faulty.

    Please fill out the form at the bottom of this page to get your return underway.

  • SALE ITEMS

    For other products purchased on sale we do not offer a return or store credit, so please choose carefully.

    OTHER THINGS TO NOTE:

    The items needs to be received back to our HQ within 21 calendar days of delivery to qualify for a refund. Christmas Gifts have until the end of January.

    Return shipping costs are to be covered by the customer.

    We can only process a refund back onto the original debit/credit card used.

    You are more than welcome to return the item back to our Wellington store if that is easier. Please bring your original order number. Please note they can not process a refund in store but can help to sort out exchange for you or issue you a store credit. A refund can then be processed by our HQ team.

    All returns are at the discretion of Orient.

    If you're sending an online order back to us, we recommend using a tracked service as Orient cannot take responsibility for lost packages. Until your return is received by Orient, it is your responsibility.

    You'll be notified via email that your return has been processed at our Head Office. Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.

  • FAULTY ITEMS

    If your item is faulty, the fault will be assessed by the Orient team. Sometimes this assessment can be done by the customer sending us a photo. Otherwise we will arrange for the item to be returned at our cost. Firstly a repair will be sorted, or the item replaced and as a last option, a refund.

    You'll be notified via email that your return has been processed at our Head Office.

    Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.

    IF YOU PAID WITH LAYBUY

    If you paid for your order via our Laybuy service, you may need to allow 5 additional working days for your refund to be processed. This is so Orient can get in touch with the Laybuy team to arrange the refund.

    Once we have confirmed that LayBuy will refund you, LayBuy will process the payment back onto your debit or credit card linked to your Laybuy account and they will adjust or cancel your payment schedule as necessary.

    This payment is subject to Laybuy's processing times. We cannot process any exchanges for items purchased on LayBuy.
Returns Form