Since we use automated order processing and warehouse systems, we are unable to cancel or modify your order once it has been submitted either by you ordering direct yourself online or after your Social Retailer has placed an event order on your behalf. If you have any other questions, please contact support@fragranceevents.co.nz or phone: 09 553 5330.

Change of Mind

If you change your mind about purchasing a product or service, you’re not automatically entitled to a refund or exchange. Please choose your products carefully.

We will endeavour to try to accommodate where possible should replacement stock be in NZ. However, if products were secured from overseas (outside of NZ) a change of mind is not possible.

Returns

14 Days Return Policy:

Our returns policy is valid for 14 days from the day you receive your order. After 14 days, we will not be able to offer you any refund or replacement for another product.

NOTE: Please do not send your purchased items back to our Company or your Social Retail or the manufacturer. Contact Us and we will issue a refund/exchange reference number. We will happily arrange a courier pickup so long as all the return terms and conditions are met.

If there is an issue with your order/products, we recommend contacting us within 48 hours of receiving the parcel.

We will accept returns conditionally for the following:

In original condition, and packaging (as it was shipped to you).

Un-used.

Un-opened, sealed, this includes any plastic wrap around fragrance boxes, make-up and cosmetic products.

For the benefit and confidence of all our customers, once an item is opened/un-sealed, we consider it as being used and not eligible to be accepted in return unless product/s faulty or damaged.

Due to Health & Safety reasons, we do not accept returns for:

Change of Mind

Make Up products.

Cosmetics & Skin Care products.

Nail Polish, Nail Care, Hair products etc.

Or broken perfumes or reeds or candle containers. We cannot accept Dangerous Goods returns i.e., Perfume, Reeds as they a flammable goods. So, remember to send photo’s etc of damaged goods with claim.

If the item/s are accepted as a Return, then we request you to retain all the boxes, packaging, paperwork, that came with the product; pack it safely. We will arrange a courier to pick up from you.

NOTE: Once items etc. are returned then we can action a replacement or refund of product/s. We cannot guarantee that we will receive your returned item from the Courier.

On a returned arrival, we will check and assess the item(s) to be in exact same state as it was shipped to you. If everything is in an expected condition, we will offer one of these options of your choice depending on the situation:

A replacement order.

A Partial Refund of product/s - excludes Shipping Costs (Freight or handling fees)

When expecting returned product/s, a claim for a refund or replacement can only be completed when the returns are received. Once the claim is completed/accepted a refund or shipment of a replacement order will be made.

Remembering this product/s may have come directly from Europe so we endeavour to avoid any delays from our end and once received into NZ we will let the Courier(s) deliver all our online orders within 1-5 working days across New Zealand.

Faulty or damaged products:

If an order is received and has faulty or damaged products, please:

Retain all the packaging and take as many pictures as you can for each item, parcel bag, damage/issue, packaging etc. and share with us by email. It will help us to investigate further with our shippers/office, courier etc., and will allow us to do the necessary action asap.

To support your claim, we will require valid information/proof via email (e.g., images/videos of fault/damage with the following information as well:

• Order number

• Full name and address

• Phone number

• E-mail address

• Packing slip

• Original Order Confirmation Number

• Your reason for returning the merchandise

Incorrect Products Received:

Please note our products are sourced directly from Europe and/or NZ our suppliers may have made an error with packing. If that is the case we are happy to exchange. However, if you typed the wrong item into the computer when ordering, the company is not responsible.

Contact us to discuss options if you have received a product not ordered for a possible refund or a re-order.

Refunds

Any accepted Refund claims will be performed using the same method as original payment. However, if paid by internet banking, we may need your bank account details to process the refund. Please discuss with our office.

In some cases, Partial refunds can be processed if:

You have received your order but:

You have received an incomplete order with missing item(s) and we cannot offer a replacement (i.e., out of stock) or a similar priced product of your choice.

You have received a faulty/damaged Item(s) and we cannot offer a replacement (i.e., out of stock) or a similar priced product of your choice.

You have not received your order because the parcel got lost in transit (Confirmed by Courier) and we do not have a replacement or a similar priced product of your choice to offer.

NOTE: Shipping costs (freight or handling) are non-refundable.

You will be notified via email, as soon as we process any refund. It may take 3-5 business days for the amount to show up in your bank account.

Order and Delivery

Please be aware that it will be impossible for us to make any changes to the contents or the shipping address of your order because of our direct online linking to our Europe supplier. Please choose carefully and ensure you add your correct address before SUBMITTING order.

As many products are sourced from Europe supplier, we endeavour to complete the order delivery to your door as soon as possible.

Pandemics – (ie Covid 19), Europe and NZ can be held by shipping delays enforced by governmental restrictions which could caused delivery delays. This is out of our supplier and Fragrance Events Limited control. But we will do the best we can and ask for patience.

NZ Courier Delivery:

Once your order arrives in NZ you will receive an email from the courier that your order is on its way and the email will include a tracking number and courier contact details.

Tracking Information shows “Delivered” but no-one at your address has received any parcel:

By default, all our Orders are delivered to the receiver’s provided shipping address, a ‘Receiver’s Signature’ is required for the parcel to be left, or a card may be left in letterbox for further delivery arrangement.

During the unfortunate events of a pandemic like Covid 19 there are contactless deliveries. In most cases the Courier Drivers may leave the parcel in the letterbox or around the area near the front door and sometimes backdoors out of sight. Please check these areas again before calling or emailing the office.

NOTE: If the Parcel was meant to be signed for at your property (as it is done by default), and you/anyone at your address has not received it then please contact the Courier Company directly. Use the provided Tracking Number as reference. Their Courier Support Team can contact the Delivery Driver of your particular area and he/she can share more details about this delivery at your address. If you would like us to contact them on your behalf, then please contact us and let us know.

If the Driver/Courier Company claims that they have successfully delivered the parcel at your ordered shipping address, then unfortunately, we will not be in a position to process any refund or reorder. Remember to ensure shipping address is correct before submitting and order.

If your package is returned to Fragrance Events marked as "refused", "unclaimed", or "undeliverable", and you would like to have it re-shipped, we will unfortunately need to charge a re-shipping fee.

If there is a mistake from Courier’s end, then we will take appropriate action immediately to resolve the issue.

Warranty Policy

Fragrance Events Ltd will undertake all our obligations under the Consumer Guarantees Act 1993. All returns are subject to inspection by our office staff. We will arrange a replacement order.

If a replacement order is not possible, then you can expect a partial refund within one refund cycle (office discretion) of us receiving your returned product. Refunds will be performed using the same method as original payment. However, if paid by internet banking, we may need your bank account details to process the refund.

NOTE: Product Warranty covers manufacturing defects only. Proper evidence would be required from the customer to support any claim.

We may or may not offer a refund on an item which is on sale or is on clearance. 

All warranties, guarantees and policies are void if you re-sell our products. Warranties and Guarantees are not transferable.

We adhere and comply to NZ Consumer Guarantees Act & Fair-Trading Act, along with standard terms and conditions of trading via our Marketplace, e-commerce platforms, Payment gateways & Logistics.

Please get in touch with us via: 
Email: support@fragranceevents.co.nz

Phone: 09 553 5330