Delivery and Returns
All prices are shown and processed in New Zealand Dollars (NZD).
If you are using Paypal, Paypal will determine the exchange rate at the time of checkout for international orders.
Current production time is between 1-2 weeks. Once your order is sewn, wrapped and posted, you will receive confirmation of your shipping details and a tracking number.
For NZ orders, we use NZ POST tracked courier.
For worldwide orders, we offer both tracked courier and untracked air (both via NZ POST).
Please note: We understand that the high international shipping cost from New Zealand can be inconvenient. We recommend the tracked courier option, as this provides more security and peace of mind for both La Fille Fantôme and our customers. We offer untracked International Air at a lower cost - however, we cannot accept any responsibility for untracked items that are lost or delayed. For more information, please contact us at firstname.lastname@example.org.
ESTIMATED SHIPPING TIMES
Within New Zealand
1-5 business days
3-10 business days
5-12 business days
* Please note: We do our best to meet these shipping estimates, but cannot guarantee them due to circumstances that are out of our control.
CUSTOMS AND IMPORT TAX
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
RETURNS & REFUNDS
Please contact email@example.com if you have any problems with your order.
In the unlikely event that the item is faulty, we will gladly accept returns and exchanges.
To complete your return, we require a receipt or proof of purchase.
Contact must be made within: 14 days of delivery.
Ship items back within: 30 days of delivery.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
La Fille Fantôme does not offer refunds or cancel orders due to 'change of mind'.
La Fille Fantôme does not offer refunds if you purchase the wrong size due to the nature of the garment being made-to-order, please make sure you refer to the size guide carefully. Additionally, feel free to contact firstname.lastname@example.org for help with sizing advice.
If you have ordered the wrong size, please contact email@example.com to negotiate an exchange or store credit. You must notify us with 14 days of receiving your purchase. Garment must be unworn and in original condition.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Unless items arrive in a damaged or defective condition, we cannot accept returns for:
- Custom or personalized orders
- Intimate items (for health/hygiene reasons)
- Sale items (if applicable)
Return shipping to our studio is your responsibility however we will cover shipping back to you. Shipping costs are non-refundable.
If you are shipping an item over $80, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
LOST OR MISSING PARCELS
LFF is not responsible for parcels that go missing in the post, and will not replace items that go missing as this is the responsibility of the postal service. If an incorrect delivery address is entered at checkout, LFF is not responsible for locating the parcel, and will not replace items sent to the wrong address. If you have entered the wrong postal address please contact firstname.lastname@example.org as soon as possible to correct this.
LFF does not accept responsibility for loss or damage to goods if you have authorised delivery to be left unattended at your shipping address.