To all our wonderful customers, thank you for shopping with us. If for any reason you are not happy with your purchase, we will happily issue a store credit within 10 working days of receiving your item(s) in our HQ Warehouse. Returned item(s) are to be returned in a neatly folded, resellable condition with tags and the correct packaging (i.e. shoes must be returned in the shoe box).
Please note Shine On does not cover return postage costs for returns. The store credit is valid for 12 months from the date of issue and can be used as payment towards any purchase with Shine On Ltd except for gift cards.
Online returns will receive a store credit via email. Please check your Junk/Spam folder after 10 working days. Please note that if the order was paid via LayBuy or AfterPay your installment payments will remain being paid until the original item has been paid in full.
You can alternatively physically return item(s) to our Retail Stores for a store credit or an exchange. Please bring a copy of your packing slip or Retail Store receipt with your returned item (please do NOT send your return parcels to a store address).
OUR STORES ARE LOCATED AT:
Shine On Mt. Roskill - 4 Carr Road, Mt Roskill, Auckland
Shine On Hibiscus Coast - 677 Whangaparaoa Road, Manly, Whangaparaoa
Shine On reserves the right not to accept the return of items (including faulty items) if it falls under the following:
- Any item of clothing that has not been returned with tags with the exception of AS Colour items
- Any underwear, swimwear or lingerie items
- Shoes without boxes
- Any items of clothing or footwear that has been worn
- Garments that have been altered in anyway
- Pierced jewellery
- Any Gift Card or Voucher
- Damage caused by neglect or misuse (for example, treatment inconsistent with the product’s care instructions)
We suggest a tracked service is used to avoid loss of parcel returns.
HOW TO RETURN
Login to the Shine On Account at www.shineon.co.nz . Find your order under your Account and click on the ‘Return Request’ option on the right-hand side to proceed.
Confirm your order number and email address and the Returns portal
Once confirmed, it shows the products ordered, as well as our Terms & Conditions.
Alternatively you are able to access the Returns Request Portal via this link.
The link will allow you to put in the order number and associated email address. If returning a store bought item. Please use the reference number on the receipt as order number as per the below:
In the event of a backorder (preorders sent out at a later stage), the order number may have an 'A' attached to the back.
The Returns Portal allows returns for three different reasons.
Please note that if you are returning multiple items for different reasons, a new Return must be created for each Reason Code. The portal will only allow you to select one reason from the dropdown at a time.
A - Return For Credit
You wish to return for a Store Credit for a multitude of reason. The item could be the wrong size or fit, or you have simply changed your mind
B - Faulty Item
The garment has a fault with it. It may have a rip in the seam or another factory issue making the item fall within the Consumer Guarantee Act.
C - Wrong Product
to be used in the rare event of receiving a wrong item that does not match what was on your order.
Simply enter the Qty of the item you wish to return and state a reason in the box below. We will send you the correct item including a return postage label.
Read and accept our terms & conditions and it will load the Request (this may take several seconds to load as it pushes all information to us).
A pop up will appear confirming your Return Request and upon accepting it will show the returns form to print out and include into your returns parcel. Your request is now logged into our system and we can process it as soon as we received it.
A copy of your Returns Request and Credit Note number is emailed to you for your reference.
Follow the instructions based on the Return reason selected:
- To be kind to the environment re-seal your item/s in the original courier packaging. If you do not have the original courier packaging, repackage using a suitable alternative. Please note all return shipping costs are at the customer’s own expense when requesting a Store Credit Return.
- Ensure the return form has all boxes completed including the CRN Return number, your name and order number and it is enclosed inside your returns parcel and send to the following address: Shine On Limited, ATTN: Returns, 38 Karepiro Drive, Stanmore Bay, Whangaparoa, Auckland, 0932, New Zealand
- Once your return has been received at our HQ warehouse, we will assess its eligibility on our refund policy https://shineon.co.nz/pages/returns-policy (See below for list of any Return Exclusions).
- If eligible, your return will be processed within 10 working days.
- If ineligible, we will advise you and then arrange to courier your return item(s) back to you. Please note, we reserve the right to charge you for the return courier fee on any ineligible returned item(s).
FREQUENTLY ASKED QUESTIONS:
DOES SHINE ON EXCHANGE/REFUND ON ITEMS RETURNED?
Please refer to our Returns Policy. We unfortunately do not exchange or refund on returned items. Once a returned item has been received we will arrange to issue you with an online Store Credit via email so you can order the correct size or an alternate item from our website.
WHAT IS YOUR RETURNS TIMEFRAME?
Our returns timeframe is 10 days from when you have received your item(s) for standard returns.
MY SIZE IS WRONG, CAN YOU HOLD THE RIGHT SIZE?
Unfortunately, we are unable to hold items. Instead we recommend you reorder the correct size in the interim where possible. A credit code is issued as soon as we receive the returned item back for you to use on any future order.
CAN I RETURN STORE PURCHASES VIA THE ONLINE PORTAL?
Unfortunately, Store bought items are not registered in your Online Shine On account and therefor won’t be able to use the returns portal. You will be able to return the item to any of the retail stores or contact our team with the receipt number at admin@shineon.co.nz
I CANT PRINT MY RETURN FORM OUT/ I DON’T HAVE A PRINTER
No problem. Please put the CRN Return number on your enclosed packing slip and put the number on the outside of your return packaging. Alternatively, please put a note in the parcel stating your name, order number, credit number and reason for the return.
WHAT IF MY ITEM IS ON AFTERPAY OR LAYBY?
You just keep paying them as normal. Send the item back and you will receive a credit code which can be used to purchase something else. Effectively you are paying off the credit code.
I HAVE SENT A RETURN BUT HAVE NOT HEARD BACK:
We advise sending returns back with tracking. For these parcels, contact the courier company and trace the parcel. Should it have arrived, and you have not heard back from us within 10 business days please email admin@shineon.co.nz with your order and Credit Note number.
HOW DO I USE A CREDIT CODE?
To use your credit you just need to enter the unique code that you received in your email into the discount code box that is located at Checkout and click the "Apply" button so the amount on the credit code then gets deducted from the amount due on the order.
