Refund policy
Return and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it. Items must be unworn, unused, unwashed, free from stains, odours, perfume, pet hair, and any signs of wear, with all original tags attached and in the original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at sales@ivemocuto.com with your order number and the reason for your return. We may request photos or further information before approving the return.
Please do not send any items back to us without first contacting us and receiving return approval. Items returned without prior approval will not be accepted.
If your return is approved, we will provide instructions on how and where to send your item. Returns will need to be sent to the following address:
23A Ian Marwick Place, Birkenhead, Auckland, New Zealand
Customers are responsible for all return shipping costs, unless the item is faulty, damaged, or incorrect due to our error. We do not provide prepaid return shipping labels for change-of-mind returns, size changes, or other customer-preference returns.
We strongly recommend using a tracked shipping service when returning your item. We are not responsible for items that are lost, delayed, or damaged during return shipping.
You can always contact us for any return questions at sales@ivemocuto.com.
Damages and Issues
Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you have received the wrong item.
Please email us at sales@ivemocuto.com with your order number, a description of the issue, and clear photos of the item and packaging. We will review the issue and work with you to make it right.
If the issue is confirmed to be caused by a fault, damage, or our error, we will arrange a suitable solution, which may include a replacement, exchange, refund, or return instructions.
Change of Mind, Size Issues and Exchanges
We may accept returns for change of mind or size issues, provided the item meets our return eligibility requirements.
Customers are responsible for return shipping costs for change-of-mind returns, size-related returns, or exchange requests. Original shipping fees are non-refundable.
The fastest way to ensure you get the item you want is to place a new order once your return has been accepted and processed.
Non-Returnable Items
The following items cannot be returned:
- Sale items, clearance items, or items marked as final sale
- Gift cards
- Custom, personalised, or made-to-order items
- Items that have been worn, washed, altered, damaged, or used
- Items without original tags or original packaging
- Items with stains, odours, perfume, deodorant marks, makeup marks, pet hair, or signs of wear
Please contact us before purchasing if you have any questions about a specific item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be in the same condition as when you received it, unworn, unused, unwashed, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Customers are responsible for return shipping costs unless otherwise required by applicable law.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank, credit card provider, or payment provider to process and post the refund.
Original shipping fees are non-refundable, unless the return is due to a faulty, damaged, or incorrect item caused by our error.
If more than 15 business days have passed since we approved your refund, please contact us at sales@ivemocuto.com