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Return Policy

Would you like to return an item? No problem at all, here at eKo we aim to ensure that you feel and look great in the unique items that we have sourced for you. We want you to love them, but we know that sometimes it can take a couple of tries for you to find the perfect pieces. Buying clothing and fashion online can be convenient, however, you don’t get to try things on like you would in a retail store and of course, there are times when what you have selected does not fit or suit you. It is our job to help you find those perfect pieces. Anything that you have purchased online that you don’t love can be exchanged or returned, with the exception of sale items. You have 30 calendar days to return any items that you have purchased online. All we ask is that you have not worn, altered or washed the items, that the tags are still attached and that you carefully package it for the return postage. You will need to include proof of purchase. There are no refunds, exchanges or credit notes on sale items. If you return a sale item to us, it will need to be shipped back to you at your own expense. eKo is not responsible for the loss of items being returned, we recommend that you use a traceable delivery method and note down your tracking number.

Sale or Marked Down items that will be staying at the discounted price cannot be returned. Items that have been discounted due to a promotion and will be returning to full price, can be returned.

How to Return an order

Please complete the return form, and send back to us at

eKo
66F Kerikeri Road
Kerikeri, 0230
New Zealand

It is important that you enclose your return form with your items so that we can process your return as quickly as possible.

Exchange

If you would like to exchange an item, it would be a great idea if you can email us or give us a call to let us know what you are after so that we can put it on hold for you (up to 1 week). You will need to supply us with your Customer Number and your Order Number. The last thing we want is to sell out before your return arrives.

Faulty Items

We certainly hope that you never have this issue, however, if you discover when you unwrap your purchase that an item has a fault please contact us on customerservice@eko.org.nz within 3 days of receiving your item, with your invoice number. We apologise for the inconvenience that this may cause and are more than happy to replace any item that is faulty after it has been assessed. If we cannot repair or replace your item, we will refund you, along with your shipping costs.

Refunds

Your refund will be made to the credit card that you originally used to purchase the items, where items are faulty we will also refund shipping, but not where it has been a change of mind decision. Your refund may take up to 3 business days to be processed depending on your bank and may vary between different card issuers. This policy does not apply to purchases made in store.