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SHIPPING & RETURNS

The item I ordered arrived damaged, faulty or doesn't work as intended

Please arrange to return the item to Gaylene Preston Productions for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge. 

For fast processing of your return, please ensure the following:

  • You accurately describe the fault or damage
  • You attach clear photographs of the damage

Contact the1@gaylenepreston.com to arrange a return.

 

Returns

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. To complete your return, we require a receipt or proof of purchase.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.

 

Refunds (if applicable)

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, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at the1@gaylenepreston.com.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at the1@gaylenepreston.com.

 

Shipping

To return your product, you should mail your product to: 

Gaylene Preston Productions
Austin Street Studios
59 Austin Street
Mt. Victoria
Wellington
6011

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.

You may want to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.