CONTACT: contact@aucklandsteps.nz
Thank you for shopping with Auckland steps. We hope you are completely satisfied with your order. If, however, this is not the case for any reason, you may return the product in accordance with the policy below.
For an item to be eligible for return, it must meet the following conditions:
Returns that do not meet these conditions will not be accepted or refunded.
Please note: Items marked as Final Sale, Seasonal Sale, or Personalized are not eligible for return or refund unless they are defective or not as described.
You may request a return within 30 days of receiving your order or within a reasonable period, depending on the expected lifespan of the product. Requests received after this period will not be accepted.
To initiate a return, please contact our customer service team at contact@aucklandsteps.nz and provide the following information:
Once your request has been reviewed, our team will provide you with detailed instructions for the return process, including return authorization and the address of our Asia-based warehouse, where all returned items must be sent.
Return shipping costs are the responsibility of the customer unless the item is defective or not as described. As our fulfillment warehouse is located in Asia, international return shipping fees may vary depending on your location. We recommend using a shipping service with tracking to ensure the parcel arrives safely at its destination. AucklandSteps cannot be held responsible for lost, delayed, or untracked returns.
A handling and restocking fee (typically €10 per returned item) may apply to cover administrative costs; this does not apply to defective items.
Once the returned item has been received and inspected, we will send you a confirmation email.
If the return is approved:
Shipping fees and restocking fees are non-refundable.
If you receive a defective, damaged, or incorrect item, please contact us within 5 days of receiving the package. Be sure to include clear photos of the issue, your order number, and a brief description. Our quality team will review the matter promptly and offer a replacement or refund. Claims submitted after this 5-day period may not be accepted.
Orders may only be cancelled if they have not yet been shipped. Once an order has been processed and dispatched, it cannot be cancelled. If your order has already been shipped, you must wait for delivery and then return it in accordance with our return policy.
Please note: If your order contains multiple items that are shipped in separate packages (split shipment), each package must be cancelled individually using the corresponding order number.
All returned items are shipped to and processed through our Asia-based warehouse. Any returns sent to an address other than the one provided in your return authorization will be rejected. Refunds are issued only after the returned item has been received and approved at our warehouse.
This return policy complies with New Zealands e-commerce regulations, including consumer protection laws, and international trade standards, reflecting New Zealand's global shipping operations. By completing a purchase on Aucklandsteps, you acknowledge that you have read, understood, and agreed to this return policy in its entirety, including your consumer rights under New Zealand law.
Norva Shop
Customer Service: contact@Aucklandsteps.nz
Website: Aucklandsteps.nz
