Returns & Exchanges
At Paula Ryan, we want you to love every piece you choose. However, we understand that sometimes an item may not be quite right. Our returns policy is designed to be fair whilst protecting the quality and integrity of our carefully curated collections.
Our Returns Policy
14-Day Return Window
We offer a 14-day return period from the date of purchase. This timeframe ensures you have adequate time to consider your purchase whilst maintaining the freshness and quality of our curated pieces.
Please Note: Returns requested after 14 days cannot be accommodated, as we're committed to offering only the finest quality items to all our clients.
What Can Be Returned
Eligible Items:
- Items in original, unused condition
- Original packaging and tags intact
- Proof of purchase (receipt or order confirmation)
- Items that haven't been worn, washed, or altered
Items We Cannot Accept:
For hygiene and safety reasons, certain items cannot be returned:
- Intimate apparel and undergarments
- Swimwear (unless tags remain attached and hygiene liner intact)
- Personalised or custom-ordered pieces
- Gift cards and digital products
- Items marked as final sale
Easy Returns Management
Self-Service Returns:
Create an account on our website to manage your returns conveniently. This allows you to track your return status and ensures a smooth process.
What You'll Need:
Your original receipt or order confirmation
The item in its original condition and packaging
Completed returns form (available in your account)
Refund Process
How Refunds Work
Inspection & Approval: Once we receive your returned item, our team will inspect it to ensure it meets our return criteria. We'll notify you via email about the approval or rejection of your refund within 2-3 business days.
Processing Your Refund: If approved, your refund will be processed to your original payment method within 5-7 business days. You'll receive an email confirmation once the refund has been issued.
Haven't Received Your Refund? If your refund hasn't appeared after 7 business days:
Check your bank account or credit card statement
Contact your bank or credit card company (processing can take additional time)
If you still haven't received it, contact us at service@paularyan.co.nz
Partial Refunds
In certain circumstances, we may offer partial refunds:
- Items not in original condition (wear, damage, or missing components)
- Items returned after 14 days but within 30 days of delivery
- Items with minor issues not caused by our error
Sale Items & Final Sale
Sale Item Policy
Important: Sale items and pieces marked as "Final Sale" cannot be returned or exchanged. These items are offered at reduced prices with this understanding.
What This Means:
- All sale purchases are final
- No exchanges or store credit available
- Please choose carefully when purchasing discounted items
Exchanges
When We Offer Exchanges
Defective or Damaged Items: We gladly exchange items that arrive defective or damaged during shipping. This is our commitment to delivering only quality pieces.
Size Exchanges: For regular-priced items, we're happy to help with size exchanges subject to availability.
How to Arrange an Exchange:
- Email us at service@paularyan.co.nz within 14 days
- Describe the issue or exchange needed
- We'll provide return instructions and arrange the exchange
Gift Returns
Special Consideration for Gifts
Gift Credits: If your purchase was marked as a gift when shipped directly to you, we'll issue a gift credit for the return value. This allows flexibility in choosing something that's perfectly suited to your style.
Gift Certificate Process: Once we receive and process your returned gift item, we'll send you a gift certificate that can be used for any future purchases at Paula Ryan.
Return Shipping
Sending Items Back to Us
Return Address: Paula Ryan Online
2A Good Street
Rangiora 7400
New Zealand
Shipping Responsibility:
You're responsible for return shipping costs
Original shipping charges are non-refundable
Return shipping costs will be deducted from your refund
Protecting Your Return: For items valued over $75, we strongly recommend:
- Using a trackable shipping service
- Purchasing shipping insurance
- Keeping your shipping receipt
Important: We cannot be held responsible for items lost during return shipping.
Shipping Timeframes
Processing Time: 2-3 business days after we receive your return Refund Time: 5-7 business days after approval Exchange Shipping: Varies by location (typically 2-5 business days within New Zealand)
Need Help?
We're Here to Assist
Our customer service team understands that returns can sometimes feel overwhelming. We're here to make the process as smooth as possible whilst ensuring our quality standards.
Contact Us:
Email: service@paularyan.co.nz
Phone: +64 27 403 3495
Hours: Monday - Friday, 9:00am - 5:30pm
Before You Return: Consider reaching out to us first. Sometimes we can resolve sizing or styling concerns through our expert guidance, saving you the return process entirely.
Our Promise
At Paula Ryan, we believe that confidence in your purchase is essential to authentic personal style. While we hope every piece becomes a treasured part of your wardrobe, we understand that sometimes adjustments are needed.
Our Commitment
- Fair and transparent return process
- Quality protection for all our clients
- Expert guidance to help prevent returns
- Responsive customer service when issues arise
Every piece in our collection is chosen with care, and every return is handled with the same attention to detail that defines the Paula Ryan experience.
