Returns + Exchanges

'Made to order' 'Bespoke' and 'Customised" orders are non-refundable.

When purchasing a customised item you are entering into a non-refundable purchase agreement with REINE.  As we are manufacturing a product at your request, in a particular style/size cut to your fit, you will be asked to agree at the fitting stage to proceed with the order.  We are unable to accept cancellations or returns on bespoke items once the garment is cut in the desired fabric.

In the rare event of an issue with the garment, we always act in good faith to address the concern.

A 25% deposit is taken before shipping a sample/s to the customer for fitting and virtual fitting purposes.   If a New Zealand based customer does not wish to proceed with the purchase, the deposit will be refunded in full.  If an overseas 'out of New Zealand' customer does not wish to proceed with the purchase then the deposit will be reimbursed minus the courier cost.  The sample garment is the property of Reine while with the customer.  If the garment is damaged, worn, or lost while in the customers possession, then the deposit will be forfeited and in some cases an extra charge will be incurred to cover the cost of the garment.

We kindly request that you coordinate courier delivery times to ensure you are present to receive them.

We cover all shipping costs for garments that are faulty or require alterations as part of the fitting process. This includes both delivery to you and return shipping where necessary.

However, if a garment has been worn and is returned for alterations due to a change of mind on elements such as hem length or neckline, shipping costs will not be covered.

To return an item, contact hello@reine.nz Once contact has been made, you will be authorised to return the item.

Send your tracked package to:

 
You will be advised immediately when we have received your goods. If you have any enquiries please contact hello@reine.nz 

If your item arrives faulty or damaged, please let us know as soon as the issue is discovered. Once we receive the item, we will repair or replace it within 10 days. If the fault is confirmed, we will reimburse your return shipping costs and cover all shipping for the replacement or repaired item. Should the repair or replacement take longer than 10 days, we’ll keep you informed with an updated timeframe.