Returns and Refunds

Personalised Items

As all our products are custom-made, we do not accept returns or exchanges unless the item arrives damaged or incorrect. Please double-check all details before placing your order, as we cannot make changes once it's confirmed.

If there's an issue with your order, please contact us within 14 days of receiving it at hello@hellocherub.co.nz.

Eligibility for Returns

If your return is approved, the item must be:
✔️ Unworn & unused
✔️ In its original packaging
✔️ With tags & proof of purchase

Sale items cannot be returned.

How to Start a Return

1️⃣ Email us at hello@hellocherub.co.nz with your order details.
2️⃣ If eligible, we’ll send you a return shipping label and instructions.
3️⃣ Send your item back—please don’t return anything without contacting us first.

Damaged or Incorrect Items

We do our best to ensure every order arrives perfectly, but if you receive a damaged, defective, or incorrect item, let us know immediately so we can make it right.

Exchanges

We don’t offer direct exchanges. If you need a different item, please place a new order after your return is accepted.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund is approved. If so, the refund will be processed back to your original payment method within 10 business days.

If you haven’t received your refund within 15 business days, please reach out to us at hello@hellocherub.co.nz.