If your stock item does not fit as you had hoped, you have chosen the wrong size, or you have simply changed your mind, we will gladly offer an exchange, credit, or refund.

In the event that the sizing isn't quite right for you, we are happy to offer a bespoke service. The bespoke process can be in person or virtually.

'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 customised items once the garment is cut in the desired fabric.

We always strive to act in good faith and provide excellent customer service.

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.

Shipping costs to return an item/s will be at the customer’s expense unless the item is faulty.  In the case of a fault, please contact us at hello@reine.nz  to arrange shipping.  Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

If you wish to return an item :

• Items must be returned to REINE within 10 days of receiving the goods
• Items not received in this time frame will not be accepted
• Items must be received in the condition it was sent out in, with all original packaging including boxes/tissue paper etc
• It must not be damaged, altered or washed and all tags must be attached
• Damaged, worn, or altered garments will not be exchanged, credited or refunded and will be returned to the customer.
• We suggest that you select an insured tracked courier or postage method with signature or proof of delivery as you will be liable and responsible until item/s are received in good condition at our workroom
• All return shipping costs will be at the expense of the customer 

To return an item, contact hello@reine.nz within 10 days of receiving your purchase.  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 does not fit we will exchange it for a different size if available. If we do not have an alternative size in stock, we will offer you an exchange for another item.  All exchanges are based on stock availability. Exchanges may be made by contacting hello@reine.nz 

The initial and return shipping and handling charges will not be refunded unless the original item was faulty.  

If a suitable replacement isn't available and you do not wish to receive an online store credit, we can refund you for your online store purchase. If you would like to receive a refund for an item, please complete the return/exchange form included with your shipment. When we have received your return, your refund will be processed in your original form of payment within 1-3 working days.  You will be notified via email to the address listed on your account when this transaction has taken place. Refunds processed to an international credit card will be done so using the exchange rate on the day the refund is processed. Please note that your bank may require additional days to process and post this transaction to your account once they have received the information.

If you wish to receive a refund, you will be refunded the value of the item at the time of purchase.  All refunds will be made back to the original means of purchase. Online store credits cannot be refunded for cash. 

If your item is faulty or is not the same as the item presented on the REINE online store you may return or exchange it.  Please contact us as soon as you discover the fault or inaccuracy. Once we receive the item we will repair, replace or refund the items within 10 days of receipt. Please note on the return / exchange form your preference in this regard.  If the item is faulty, we will refund you the costs for returning the item and cover all shipping costs for the replacement or repaired item. In the event that the repair or replacement will take longer than 10 days, we will advise you of the particular circumstances and likely time frame for return.