NO RETURNS ON SALE ITEMS / EARRINGS / FLASH SALE PURCHASES
All sale items and purchases made during Flash Sales are final and cannot be returned or exchanged. For hygiene reasons, we are unable to accept returns on earrings.
We recommend choosing these items carefully to ensure they meet your needs before completing your purchase.
RETURNS AND EXCHANGES
If the item is in its original condition and packaging (with no signs of wear or damage), we can offer a refund to the original payment method within 7 days of the delivery date or a gift voucher/exchange within 14 days of the delivery date. Shipping charges are non-refundable. Please note that returns initiated or communicated outside of this timeframe will not be accepted.
For all returns (excluding faulty items), you are responsible for arranging and covering the cost of return shipping. Please note that international customs duties and sales taxes will not be refunded for shipments outside New Zealand. We strongly recommend using a track and trace number for returns to ensure they are not lost in transit.
If you wish to return an item you purchased at full price please contact us at info@paperplanestore.com with your receipt number and return request within the above timeframes.
FAULTY ITEMS
If you discover a fault, please contact us immediately at info@paperplanestore.com with a valid receipt (order number or bank statement) and clear photos or videos of the issue.
If the issue isn’t a clear manufacturing defect, shows signs of damage or wear from use, or is outside what we consider a reasonable timeframe, we’ll need to check with our supplier to see if it’s covered under their warranty. If the supplier confirms it’s faulty, we’ll decide whether to repair, replace, or refund the item. If the supplier determines that the item isn’t faulty or isn’t covered by warranty, we won’t be able to offer further assistance.