Returns and Exchanges
Returns and Exchanges
How can I return my online order?
Please click the link below to access our Maman Returns Center within 7 days of order fulfilment. Follow the prompts to submit your order for a refund or exchange.
Once approved by our team, you will be sent an email update asking you to send your package using a traceable, insured shipping method to:
Attn: Maman Online Returns Center
407 Remuera Road
Remuera
Auckland 1050
New Zealand
For your order to be eligible for a refund, your order must be lodged into our returns portal and returned back in-store within 7 days of receiving your order and meet all the other conditions of our returns policy. Anything outside of this time frame will be either processed as a store credit, an exchange, or returned to you on a case-by-case basis.
The return of the item(s) is at your own cost and responsibility until it reaches Maman. We recommend that you use a traceable service and take out postal insurance. Please note Maman does not take responsibility for any items lost in the process of returning them to us.
Should you choose to return your full priced order for a refund, Maman will retain an administration fee of $10.00 NZD for local orders and $15.00 NZD for rural deliveries.
Once we have received your return, please allow up to 10 working days to process.
Shipping & handling charges are only refunded if the item(s) was incorrect or faulty.
If you choose to return to the store, the item(s) will need to be passed onto the Maman Online Team and processed as per the timeframes below.
Please ensure you have registered your return online above and await for approval before sending or dropping it off in store.
What are your return conditions?
For your order to be eligible for a refund, your order must be lodged into our returns portal and returned back in-store within 7 days of receiving your order and meet all the other conditions of our returns policy. Anything outside of this time frame will be either processed as a store credit, an exchange, or returned to you on a case-by-case basis.
Once your return is approved by our team, you will be sent an email update asking you to send your package with an insured shipping method to:
Attn: Maman Online Returns Center
407 Remuera Road
Remuera
Auckland 1050
New Zealand
Items must be sent back unworn, unused and in the original condition with designer garment tags attached and all original packaging including garment bag, boxes and tissue paper etc. Damaged, worn or altered garments will not be exchanged or refunded and will be returned to the customer.
In the instance your full order is returned for a refund, you will receive back the full cost of your order minus a flat shipping and handling fee of $10 for local orders and $15 for rural deliveries.
Once we have received your return, please allow up to 10 working days to process.
Maman reserves the right to return or reject any item(s) that does not abide to the return conditions.
Return conditions for Click & Collect items:
You have 7 days from when your order is ready to be collected to be eligible for a return or exchange on your items. You will know when the order is ready for collection as you will receive an email letting you know you have 7 days to pick up your items from the Maman store in Remuera.
If you do wish to return or exchange any of the items you will need to process this through our returns portal (button above). If you are unable to pick up your click and collect within the 7 days of you receiving an email, you will need to reach out and let us know.
Feel free to call us on 027 290 8894 or reply to the ready for collection email. Please note that NO returns or exchanges can be made outside of the 7 day return window.
Do you offer returns on SALE and OUTLET items?
All sale and outlet items are deemed final. Please choose carefully. Our online team are happy to assist to ensure you make the right decision, contact us via email: online@maman.co.nz or phone: 09 520 1021
Do you offer returns on footwear and eyewear?
Yes, we do accept returns on footwear and eyewear if they meet the below requirements.
Footwear must be returned in original condition, unworn, with no wear on the soles.
Both footwear and eyewear must be returned in the original packaging including undamaged shoe box/glasses case, swing tags, tissue paper and authentication certification (if supplied).
Do you offer returns on jewellery?
Maman does offer returns on jewellery, but not on pierced jewellery items for hygiene purposes.
All jewellery must be returned in the original packaging including undamaged boxes/cases, swing tags, tissue paper and any authentication certification (if supplied).
Do you offer returns on swimwear and lingerie?
There are absolutely no refunds or exchanges on swimwear and lingerie unless faulty. All swimwear and lingerie purchases are final for hygiene purposes.
Do you offer returns on books, candles, perfume and beauty products?
Unfortunately we do not issue refunds or exchanges on books, candles, perfume and other beauty products unless faulty. All books, candles, perfume and beauty products purchases are final.
What is your processing time for returns and exchanges?
Once you've been notified via email that your package has been received, your refund will be processed within 10 business days. You will be notified by email when this transaction has taken place.
Your bank may require additional days to process and post this transaction to your account once they have received the information from Maman so please allow up to 7 business days for the full process to be completed.
All successfully returned items will be credited to the original method of payment.
Do you offer exchanges for online purchases?
To exchange an item please click the link below to access our Maman Returns Center. Follow the prompts to submit your order for a refund or exchange.
https://returns.maman.co.nz/
Once approved by our team, you will be sent an email update asking you to send your package within 10 days of receipt using a traceable, insured shipping method to:
Attn: Maman Online Returns Center
407 Remuera Road
Remuera
Auckland 1050
New Zealand
The return of the item(s) is at your own cost and responsibility until it reaches Maman. We recommend that you use a traceable service and take out postal insurance. Please note Maman does not take responsibility for any items lost in the process of returning them to us.
Should you choose to return your full priced order for a refund, Maman will retain an administration fee of $10.00 NZD for local orders and $15.00 NZD for rural deliveries.
Shipping & handling charges are only refunded if the item(s) was incorrect or faulty.
If you choose to return to the store, the item(s) will need to be passed onto the Maman Online Team and processed as per the timeframes below.
Do you offer exchanges on online purchases using Laybuy or Afterpay?
We do!
Please click the link below to access our Maman Returns Center within 7 days of order fulfilment. Follow the prompts to submit your order for a refund or exchange.
Once approved by our team, you will be sent an email update asking you to send your package within 10 days of receipt using a traceable, insured shipping method to:
Attn: Maman Online Returns Center
407 Remuera Road
Remuera
Auckland 1050
New Zealand
The return of the item(s) is at your own cost and responsibility until it reaches Maman. We recommend that you use a traceable service and take out postal insurance. Please note Maman does not take responsibility for any items lost in the process of returning them to us.
Should you choose to return your full priced order for a refund, Maman will retain an administration fee of $10.00 NZD for local orders and $15.00 NZD for rural deliveries.
Shipping & handling charges are only refunded if the item(s) was incorrect or faulty.
If you choose to return to the store, the item(s) will need to be passed onto the Maman Online Team and processed as per the timeframes below.
What should I do if my items are damaged or faulty?
If you discover that your item has a fault please contact us immediately at online@maman.co.nz
If you've received a damaged or faulty item within 10 days of purchase please click the link below and follow instructions
It is at the discretion of Maman to determine the fault. Upon accepting the fault of the product you have 5 days to return, Maman will either choose to repair the faulty item or replace the item for the same product in the same size. Should either of these options not be available a refund will be given. Please note that liaising with our overseas suppliers can take time to ascertain whether there is a replacement product available - therefore 3 weeks is a reasonable timeframe for this outcome.
If the item is deemed faulty we will refund you the costs for returning the item and cover all shipping costs for the replacement or repaired item.
Items that are damaged as a result of wear and tear are not considered to be faulty.
Soiled returns will not be accepted.
Do you offer refunds or exchanges on in-store purchases?
If you would like to return an item you bought in-store, please visit our flagship store at 407 Remuera Road, Remuera, Auckland within 7 days of purchase.
Our lovely staff are happy to help you choose an exchange item in a different size or colour, or provide you with an in-store credit, provided you have met our return conditions.
Only the Manager present on the day can approve the return/exchange.
Additionally, no exchanges, refunds or credit notes will be given on sale items. These are deemed final sale, so please choose carefully.
Refunds can not be given on 'change of mind'.
Do you take phone orders?
Yes we take phone orders, please call our Boutique on 09 520 1020 or 027 290 8894 for assistance.
Do you offer refunds or exchanges on phone orders?
Over-the-phone sales through the store are considered an in-store purchase and can only be returned for a store credit or exchange, no refunds.
I have bought a Christmas gift, is this eligible for a return?
All items purchased as a gift between 1st - 23rd December may be returned up to the 14th January for an exchange of a similar product, gift card or store credit only. All items must be sent within 7 days of lodging the return. No refunds will be given. All items purchased outside of these dates must follow our regular return conditions.
Excludes earrings. All other accessories must have gold return tag still attached.
