Exchanges & Returns
Returning or exchanging a purchase?
To make sure your return/exchange will be processed smoothly, please make sure your return meets our Returns Policy.
Online Returns & Exchanges
Please complete our Returns/Exchanges form online and if you have any questions contact us before sending your return in.
What is your Returns Policy?
To make sure your return will be processed smoothly, please make sure your return meets the following criteria:
1. All items are to be returned in new/unworn condition, in their original packaging and within timeframes stated - within 14 days or refund of online purchases, within 30 days for exchange or return for gift certificate.
2. Unfortunately we are not able to accept items for return if they have been specially ordered, sized, engraved or altered.
3. Certain promotions may also mean an item is unable to be returned unless faulty - if this is the case it will be clearly stated with the item details during the promotion period.
How do I return an item?
All purchases can be returned in store or online via courier. Please ensure your return meets our Returns Policy and if you are returning an item online via courier, please complete a Returns/Exchanges form online so that your return can be processed as quickly and smoothly as possible.
Can gifts be exchanged?
Yes, gift exchange cards are available with all in store and online purchases. Gifts can be exchanged or returned for a gift certificate within 30 days of purchase with a gift exchange card or proof of purchase.
How long do I have to return or exchange an item?
Online orders can be returned for a refund within 14 days of purchase and returned for a gift certificate or exchange within 30 days. In store purchases and gifts can be returned for gift certificate or exchange within 30 days or purchase. Some Diamond Club Tiers enjoy an extended exchange/return period, please see our Diamond Club page for more information.
Can online orders be returned for a refund?
Yes, online orders are able to be returned for a refund if they meet the following criteria.
- Original order is placed and paid through our website checkout portal
- Return within 14 days from the date your order is dispatched by Walker & Hall
- Excludes tax free purchases made online
- Check you meet the Returns Policy
- Complete the Returns/Exchanges form online
- Refunds must be processed back via the original payment method and will be for the value paid for the item/s returned. Shipping costs will not be refunded.
Can I exchange my online order at a store?
Yes all purchases, including online orders, can also be exchanged at all Walker & Hall stores. Please note that selections in store can vary so please check the product page for availability or contact us to help.
What if I receive a faulty item in my online order?
We will cover the cost of return shipping within New Zealand if the item is faulty. We can provide a return courier pack within New Zealand, please get in touch with us for more information or to arrange a return courier pack. Unfortunately we are unable to cover or reimburse the cost of return international shipping, or accept liability for customs duties or taxes.
Can in store purchases be returned for a refund?
Purchases made in store can be returned for a gift certificate (valid for 1 year from the date of exchange/return) or exchanged for another item within 30 days of the original purchase.
Can sale items be returned or exchanged?
Sale items can be returned or exchanged if they meet our Returns Policy. Last Chance sale items are not eligible for return or exchange (including ring size) so please choose carefully.
Can items that have been engraved, resized or special ordered be returned?
Unfortunately items that have been engraved, resized, special ordered or altered in anyway are unavailable for return or exchange.
Can I exchange a ring for a different size?
Rings can be exchanged, resized or custom ordered in the correct size provided that the return of the original ring meets our Returns Policy. Please note, rings are to be returned in new/unworn condition (have not been resized or special ordered), in their original packaging and within 30 days of purchase. Please see our Ring Size Guide for information regarding specific ring sizes and sizing options available.