Change of mind returns

We may accept change-of-mind returns or exchanges within 14 days of receiving your order, provided the item is:

• unused;
• in original, saleable condition;
• in its original packaging with tags and labels attached where applicable; and
• not an excluded item listed below.

Please email customerservice@littlewhimsy.co.nz with your order number and the item or items you would like to return before sending anything back. We’ll confirm whether your item is eligible for return and provide return instructions.

Approved change-of-mind returns will be issued as an exchange or store credit, excluding shipping costs.

Return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping costs are not refunded.

Please package your return carefully and send it back in secure, protective packaging. Items must arrive back to us in original, saleable condition, including any product packaging. Returns that arrive damaged, crushed, marked or with damaged packaging due to being sent back without suitable protection may not be accepted.

We recommend using a tracked service, as the return parcel remains the customer’s responsibility until it has been safely received by us.

Faulty or incorrect items

Please inspect your order when it arrives.

If you believe an item is faulty, damaged, incorrect or significantly not as described, please contact us within 14 days of receiving your order with your order number, a description of the issue and clear photos where possible.

We will assess the issue and provide a remedy where required under New Zealand consumer law. This may include a repair, replacement, refund or store credit depending on the situation.

This does not limit your rights under the Consumer Guarantees Act.

Courier damage

If your parcel or item has been damaged in transit, please contact us within 3 days of delivery.

Please keep the damaged item, packaging and courier label, as these may be required for a courier claim or inspection. The courier may need to view or collect the item and packaging as part of the claim.

Non-delivery or missing parcels

If your parcel has not arrived, please contact us within 14 days of dispatch so we can investigate with the courier.

Courier investigations can take time and may be outside our direct control, but we will help where we can.

If no signature or authority to leave has been selected at checkout, or is attached to your delivery address, and the courier can confirm the parcel was delivered to the correct address, the parcel is considered delivered once left at your premises.

Items excluded from change-of-mind returns

The following items cannot be returned or exchanged for change of mind:

• sale, outlet, samples, seconds and last-chance items;
• dummies and pacifiers;
• underwear;
• wall decals;
• art prints and posters;
• gift cards;
• personalised, made-to-order or special-order items, where applicable;
• items that have been opened, used, washed, damaged or are no longer in original saleable condition.

This does not affect your rights if an item is faulty, incorrect, not as described or does not meet consumer guarantees.

Product variations

We do our best to show product colours, images, sizing and details as accurately as possible. Please note that colours can vary between screens and devices.

Some items are handmade, hand-finished or made from natural materials, so slight variations in measurements, colours, finish or design may occur. These small variations are not generally considered faults.

Warranties and wear and tear

Warranties typically cover manufacturing defects and do not cover normal wear and tear.

Wear and tear is damage that occurs during normal and intended use of a product. Damage caused by misuse, rough use, accidental damage, improper care, incorrect washing, excessive use, stains, or use outside the product’s intended purpose is not generally covered by warranty.

Children’s products should be used as intended and supervised where appropriate. Please follow any age, care, safety or usage instructions provided with the product.

Shipping costs

Shipping costs are not refunded for change-of-mind returns or exchanges.

If an item is confirmed as faulty, incorrect or not as described, we will provide a remedy in line with New Zealand consumer law.

How to request a return

To request a return, please email:

customerservice@littlewhimsy.co.nz

Please include your order number, the item you would like to return and the reason for return. For faulty, incorrect or courier-damaged items, please include clear photos where possible.

EU right of withdrawal

For customers located in the European Union, you may have a legal right to withdraw from your online purchase within 14 days of receiving your goods, without giving a reason.

You can exercise this right by contacting us at hello@littlewhimsy.co.nz or by using our electronic EU withdrawal form here:

https://littlewhimsy.co.nz/pages/eu-withdrawal-form

If your order has not yet been dispatched, we will cancel and refund it where possible.

If your order has already been dispatched or delivered, you must return the goods to us within 14 days of notifying us that you wish to withdraw. Items must be returned unused and in saleable condition. Return postage is your responsibility unless the item is faulty or we have made an error.

Once we have received the returned goods, or you have provided evidence that they have been sent back, we will process any refund due to your original payment method. Where the full order is withdrawn, standard outbound delivery costs will be refunded where required by applicable EU consumer law. Additional delivery upgrades, express shipping, gift wrapping, or other optional services may not be refundable.

This right does not apply to products that are excluded from withdrawal under applicable law, including personalised, made-to-order, sealed hygiene goods that have been opened, or other excluded items.