Shipping and Returns

Decode Online Store Terms and Conditions

Shipping

We offer FREE shipping within New Zealand on all online orders.

For New Zealand deliveries, your parcel should arrive within 2-3 working days.  Rural addresses may take an additional 1-2 days.  We use our local couriers Post Haste and NZ Couriers.

Our flat rate shipping fee to Australia is $30.

Rest of the World: Your shipping price will be quoted based on the current postage rate at checkout.

Returns & Exchanges

If for any reason you are not happy with the full priced items you have purchased online, you can return them to us for a full refund or exchange.

To return your product, please carefully package your item and mail it with your proof of purchase to:

DECODE, 13 Camp Street, Queenstown, Otago NZ 9300

To be eligible for a return, your item must be unused or unworn, and in the same condition that you received it with tags attached. It must also be in the original packaging.

Please contact us withing 7 working days of receiving your products.  If you have not made contact with us within that time, unfortunately we can’t offer you a refund or exchange.

When returning a product, you’ll need to cover the cost of shipping. 

A secondary shipping cost will be charged when we send your exchange back to you.  Alternatively, you can exchange it in store to avoid further shipping costs.

If you are returning  an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Non-returnable items:  Gift cards & Skincare products

ONLY FULL PRICED ITEMS MAY BE REFUNDED | NO REFUNDS ON SALE ITEMS | NO REFUNDS OR EXCHANGES ON THE SALE RACK

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and if we are happy to process your refund.  If a refund is approved, a credit will automatically be applied to your credit card or original method of payment.  Please allow for a 3-5 day processing period.

Laybuy.com Purchases requiring a refund:  A fee of 5% will be deducted from your Laybuy.com refund to recover their surcharge.  Exchanges on laybuy.com purchases will not incur a fee.

Gratitude Vouchers and discount codes:  If an individual customer receives a gratitude voucher or a discount code, this can only be used once.  If you decide to refund your purchase the code will then become invalid.

We are here to help so if you need to get in contact with us please call us or email us.

PH: 03 441 3094 | E: shop@decodequeenstown.com