1. What is your returns policy?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 30 days of the date shown on your dispatch note.
Please ensure that swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.
2. How do I return an item?
Please follow the below process for returning your parcel to us
- Re-pack the item in its original packaging with labels and tags still attached.
- Complete the Product Return Form and include in the package. Click Here to download another copy
- Address the package to; Ebony Outlet Store Returns, 13 Fleming Street, Onehunga, Auckland 1061, New Zealand
3. How much does it cost to return an item?
If you are returning a non-faulty item for refund, we do not refund the delivery costs or cover the costs of returning the garment to us.
If you return any item, which takes the value of your order below our free delivery threshold, we may deduct the original delivery charge from the amount refunded to you - this means that your refund may be reduced by the amount of the original delivery charge you would have had to pay if your order had been below our free delivery threshold. We will not deduct any amount from your refund if the refund is due to our error or if the returned item is faulty or damaged.
4. How do I return a faulty item?
- If you receive a faulty item and would like a refund, please send us a message via our Contact Us page, with the name/product code of the item affected and the details of the problem, so that we may investigate this for you.
- Please return the item to us following the same procedure as stated in section 2 'How do I return an item?'
We'll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time.
5. How long will my refund take to be processed?
If you would like to return an item, we will refund you within 21 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 30 day returns period or is faulty.
Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6. Can I exchange an item?
If you are returning an item for exchange, we will not charge you the Postage Costs to send out your replacement product. Note: Please contact us using our Contact Us page, and advise us of the garment you wish to exchange your returning garment with. This will enable us to hold it for you to avoid disappointment if someone purchases it before your original garment is returned.
References in this Returns Policy to: "we" and "us" are to Glengyle Knitwear (N.Z.) Ltd T/A Ebony Outlet; "Products" are to products listed on our website www.ebonyoutlet.co.nz ("Website"); and "Contract" are to the contract between you and us in respect of the sale of Products via our Website. Each time you make a purchase of Product(s) via our Website, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address. For further information about the Contract, please read our Terms and Conditions.