Due to the nature of this store and everything being mostly made to order, there will be processing/waiting times whilst your order is being made for you. These time frames will be clearly stated on each items product page. If any delays occur, contact will be made to customer as soon as possible.
Orders are processed in order of receiving. As Fluff is a one woman run business, expect some delays in busy periods of processing orders, this can be 2 - 3 working days.
At this time shipping is only available for New Zealand customers. This is due to the unpredictability of delivery times due to covid.
Shipping is charged at a flat rate, $8 for most city areas then $12 for rural.
Most areas within NZ are delivered within 5 working days(this does not include the processing time.
Local Christchurch pickup available for a limited time only.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are no returns on gift cards available.
Refunded items are to be posted at buyers expense.
We refund or exchange items if they are defective or damaged. Postage will be reimbursed on damaged products only.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed via bank transfer within 7 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted, this is generally between 1-3 days.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanged items are to be posted at buyers expense.
If you need to exchange it for the same item, send us an email at email@example.com for return address and to see if item is in stock.
We can also exchange item to the same value as purchased, an additional postage cost will be charged to send new item.
To return your product, email firstname.lastname@example.org for return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.