Returns Policy:
EXCHANGES AND CHANGE OF MIND:
If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for an exchange or a store credit (excluding shipping costs). This is provided that it is as new and in ‘selling’ condition.
To initiate a return, please email inquiries@thetreasuretrove.co.nz with your order number and the items you wish to return, within 7 days of receiving your items.
To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.
The returned goods must arrive to us within 10 days of us replying to your return request. You are responsible for returning the item at your own cost. We strongly recommend a trackable shipping method.
A store credit will be issued upon The Treasure Trove receiving the return.
Teethers and gift cards cannot be returned or exchanged. Sale items are not returnable. Please choose carefully.
FAULTY OR DAMAGED RETURNS:
For faulty or damaged returns, please email inquiries@thetreasuretrove.co.nz within 14 days of receiving your items, including your order number, a description of the faulty or damaged item and a photo so we can assess the issue and guide you through the process. If you are purchasing in advance for a gift, please inspect the item(s) when you receive the delivery.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you. Damage due to use or misuse is not considered a fault.
We will email you a pre-paid courier label via email to send the faulty item back to us. Please clearly state if you require a refund or a replacement. If the item purchased is out of stock or no longer available then you will be offered a full refund to the value of the item at time of purchase and shipping costs incurred.
Warranties usually cover “manufacturing defects” and do not cover “wear and tear”. “Wear and tear” is damage incurred during normal and intended use of the product. Not covered by warranty are any damages incurred during improper or unintended use of the product, including but not limited to: rough use, children using items unsupervised, excessive use, stains, improper care/use/washing.
Courier damage:
If the problem is due to courier damage, we must be emailed within 3 days of you receiving the goods. Photos of the damaged goods and packaging are required and must be kept as the couriers may need to recollect it to process the damage claim. The courier will not accept claims without a photo of the packaging.
The Treasure Trove will start the investigation process with the courier as soon as non-delivery is advised. Please allow up to seven business days for the courier to investigate the claim.
NON-DELIVERY & MISSING ORDERS:
You should receive a tracking email within 3 business days of your order being placed (unless you have made a pre-order on an item that is ‘coming soon’ -in which case, you will receive a tracking email as soon as that item is in stock). Please check your junk or spam folder if you cannot locate it.
For claims of courier non-delivery or missing parcels please email inquiries@thetreasuretrove.co.nz within 14 days of dispatch.
The Treasure Trove will start the investigation process with the courier as soon as non-delivery is advised. Please allow up to 7 business days for the courier to investigate the claim.
In the unlikely event that your order is sent to another customer in error, we will email both customers return courier labels to exchange their parcels with one another.
Returns and exchanges that are received outside any of the above time frames, will not be accepted.