Refund policy
If you wish to enquire about a return please email Contact@saintbernadette.co.nz to request an exchange or a store credit up to 10 days after your delivery date. Orders requesting a return after this 10 day period will not be accepted.
General
Saint Bernadette can provide a store credit (in the form of a gift voucher) or an exchange, with the exception of customised or custom garments, for approved returns. As each piece is made by hand to order and we do not hold stock, return requests for change of mind will not be accepted at this time.
The garment/s must be unworn, in original condition, with all labels and swing tags still attached.
All returned garment/s must be sent or returned to the studio within the 10 day return period, you must notify Saint Bernadette via email once the parcel has been sent. Tracking must be added to the parcel and provided to our team via email.
Eligible garment/s can be exchanged for an item of equal or lesser value. Should the customer choose to exchange for an item of higher value they will pay for the price difference. If exchanged for an item of lesser value the price difference will be issued onto a gift voucher.
Customised / Custom-made
Any Saint Bernadette pieces that have been customised (i.e. the original pattern has been altered to fit the customer or features have been added or removed) or custom-made are not eligible for a return. Customised or custom-made pieces are non-refundable and non-exchangeable.
Customisations include but are not limited to, length alterations, fit alternations, fabric sourcing etc.
If you wish to enquire regarding a customised or custom-made piece prior to purchasing, please email Contact@saintbernadette.co.nz.
Discounts / Promotional Codes
Any garment/s purchased using a promotional code is considered a discounted item. Discounted items are only eligible for an exchange or store credit in the form of a gift voucher.
Any purchases made on “Final Sale” will not be accecpted for a return.
Shipping
Any shipping costs related to returns or exchanges will be paid for by the customer. The tracking number and shipping date must be supplied to the Saint Bernadette team via email.
Faulty
If a garment is classified as faulty by the Saint Bernadette team, an exchange or full refund will be processed to the original payment method. Any shipping costs related to approved faulty items will be paid for by Saint Bernadette. Our team will assess the garment/s once received to ensure it meets our criteria for a faulty piece. Once approved, a refund or exchange will be processed and the purchaser will be notified. Please allow up to 10 working days for a refund to be processed and issued to your original payment method once confirmed.
If it is possible to repair the item Saint Bernadette will provide a free repair to the piece/s. Please note, free repairs will only be provided to garments that have been deemed faulty by our team.
If you are concerned about your purchased garment/s being faulty, please email Contact@saintbernadette.co.nz as soon as possible. Include images and a description of the fault so that we can begin assessing the problem to find the best solution.
If you are interested in having a piece repaired after wearing, please email Contact@saintbernadette.co.nz and we will asses the issue and provide an in-house repair if possible.
Store Credit
Store credits will be issued in the form of a gift voucher. Gift vouchers are issued digitally and valid for 12 months from the issue date. Gift vouchers can be used on any product available on saintbernadette.co.nz. Gift vouchers can be used across multiple orders until the full amount has been redeemed, any remaining balance will remain on the gift voucher until used.
How to process a return or exchange
To begin processing a return or exchange email Contact@saintbernadette.co.nz. You must include your order number, name of the garment/s you wish to return or exchange, and your reason for return. If you wish to enquire about a faulty item please provide an image and description of what you believe is the fault.
Once your return has been confirmed you will receive an email with the return shipping address and any additional instructions. Any returns received prior to this email confirmation will not be accepted.
Carefully repackage your garment/s ensuring they are in original, unworn condition, and all tags and swing tags are still attached. Ensure you send the parcel using a tracked courier service.
Contact Contact@saintbernadette.co.nz with the tracking details and postal date as soon as the parcel has been sent.
Once we receive the garment/s we will inspect the piece/s to ensure they meet our return or exchange conditions. You will be notified via email of the approval or rejection of your return and following instructions will be provided.
Additional notes
Saint Bernadette is not responsible for lost returns, we strongly recommend you keep your tracking number and postage receipt.
Returns that do not meet our standards (i.e. worn or washed) will not be accepted.
As each piece is made to order, if an exchange is approved the exchanged garment must be made new. Please allow an additional 2-3 weeks for your new garment to be made and an additional 5 working days for delivery. If you need the piece to be a priority (i.e. you need it for an event) please include the information in your return request email and we will do our best to provide a suitable solution and timeframe.