Hatchling's shipping, refund, and gift voucher policy

Shipping

The customer is responsible for selecting the correct shipping option from the list upon checkout
- If you're buying an item from the Gift box category, select the One of the gift boxes shipping option
- If you're buying items from outside the Gift box category, select the Items not gift box shipping option
- Selecting the One of the gift boxes shipping option does not mean individual items will be put into a gift box
If you're buying a gift box and other smaller items, we may be able to fit them into the shipping box. Please select the shipping price for the gift box only. If you're concerned, please email hatchlingnz@gmail.com and we'll be able to let you know what to do.
If a shipping option is selected that is for the wrong item/area, the product won't be sent out until the full shipping cost is paid.
To get in touch about an incomplete shipping payment, please email hatchlingnz@gmail.com

We have a 14-day refund policy as of the point of purchase. After this, we can’t offer a refund or exchange.
Hatchling will refund your item if it doesn’t meet the consumer guarantee requirements.
We don’t provide refunds if you change your mind or purchase an incorrect size. We will, however, look into each request on a case by case basis.
Some types of goods are exempt from being returned due to hygiene reasons.
To get a refund, you’ll need to send us the product back for assessment, including the proof of purchase and contact details. If you’re approved for a refund, then it’ll be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

To start the process for a replacement or refund of your product, contact us and we’ll supply you with our postal address via email.
You’ll be responsible for paying for the shipping costs of returning your item.
Shipping costs aren’t refundable, so if a refund is approved, it will have the original shipping cost deducted.
If you’re returning an item of high value we recommend using a trackable delivery service. We don’t guarantee that we’ll receive your returned item.

Hatchling stocks items on a limited-run basis.
We only replace items if they’re defective or damaged, not for incorrect sizing purchases or a change of mind.
If you need to exchange your item, but the item is no longer in stock, you can choose to replace it with an item of equal value, or get a refund. Please contact us to arrange this.

If you haven’t received a refund yet:
- Check your bank account again in case it’s come through recently.
- Contact your credit card company as it may take some time before your refund clears.
- Contact your bank as there may be a refund processing time.
If you’ve done all of this and you still haven’t received your refund, please contact us.

Note: Currently international orders (outside New Zealand) aren’t available

Gift vouchers will be sent via email within 24 hours of the order being made.
Gift vouchers will be sent as a PDF in an email with a one-time-use code and instructions on how to use the voucher.
The code is to be applied at the checkout in the discount code section.
Shipping will still need to be paid for if it isn’t covered by the voucher value.
Gift vouchers expire one-year from purchase. The expiry date will be included in the PDF. The code will automatically expire.
The voucher can be used on sale items.