Our Commitment
Langtons wants customers to receive products that match their descriptions and are of acceptable quality.
This policy explains how to contact us about a return, refund or exchange. It does not remove rights or remedies available under New Zealand consumer law.
2. Contact Us Before Returning an Item
Before sending an item back, email support@langtons.shop with:
- Your order number.
- The product name and size.
- The reason for the return request.
- Photographs if the item is faulty, damaged or incorrect.
Please wait for instructions before sending a parcel back. This helps us identify your order and provide the correct return procedure.
3. Change-of-Mind Returns
For eligible change-of-mind requests, contact us within 14 days of receiving your order.
To be considered for a change-of-mind return, an item must generally be:
- Unworn, unused and unwashed.
- In its original condition.
- Returned with original tags and packaging where applicable.
- Free from stains, perfume, deodorant marks, makeup, damage or other signs of use.
A return request is subject to review and the hygiene restrictions described below. The 14-day period is a voluntary change-of-mind policy and does not replace any longer or different rights that may apply by law.
4. Lingerie, Underwear and Swimwear
Because lingerie, underwear and swimwear are intimate or hygiene-sensitive products, change-of-mind returns may be restricted where an item has been worn, washed, used or had a protective hygiene seal or liner removed.
For hygiene reasons, customers should try on swimwear over their own underwear and avoid removing protective liners or tags until they are satisfied with the fit.
These restrictions do not automatically exclude remedies for faulty, damaged, incorrect or misdescribed products. We will assess such cases in accordance with applicable law.
5. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incorrect or materially different from its description, contact us as soon as reasonably possible.
Please provide your order number and supporting photographs if available. We may ask for further information to assess the issue.
Where required by law, we will provide an appropriate remedy, which may include a repair, replacement or refund depending on the circumstances and the applicable consumer guarantees.
6. Refunds
Once a return is approved and any necessary inspection is completed, we will notify you of the outcome.
Approved refunds will generally be returned to the original payment method unless another arrangement is agreed or required by law.
The time it takes for a refund to appear in your account may depend on your bank or payment provider.
7. Exchanges
If you want a different size, colour or product, contact us to ask whether an exchange is available.
Exchanges depend on stock availability and the condition of the returned item. If an exchange cannot be provided, we will discuss the available options with you, taking account of your legal rights.
8. Return Shipping Costs
For change-of-mind returns, the customer may be responsible for return delivery costs where permitted by law and where this is communicated before the return proceeds.
If an item is faulty, incorrect or otherwise qualifies for a remedy under applicable consumer law, responsibility for reasonable return or delivery costs will be handled in accordance with those legal obligations.
9. Sale Items and Gift Cards
Items sold at a discount remain covered by applicable consumer guarantees. A sale label does not remove legal rights relating to faulty or misdescribed goods.
Any additional restrictions for gift cards or clearly identified final-sale products will be communicated at the time of purchase and will not override mandatory legal rights.
10. Refunds for Cancelled or Unfulfilled Orders
If we cannot fulfil an accepted order and payment has been taken, we will contact you and arrange an appropriate refund for the unfulfilled purchase.
Cancellation requests made after processing or dispatch may be subject to the applicable order and delivery circumstances, without affecting any cancellation rights provided by law.
11. Contact for Returns
Email: support@langtons.shop
Phone: +64 7 578 8707
Address: 133 Willow Street, Tauranga 3110, New Zealand
Please include your order number in all return and refund enquiries.