Refund policy
30 Day Returns
If you have ordered from us and wish to return your item we will happily exchange or refund the purchase price of the product via your original payment method. Your goods must be unworn and in their original condition with all tags attached and all original packaging. Unfortunately fragrances are unable to be returned or exchanged if the outer plastic packaging has been opened.
For purchases made on the Airpoints Store we unfortunately do not offer refunds. An exchange may be considered dependent on stock availability, however this cannot be guaranteed.
For exchanges you are responsible for covering the cost of delivering the item(s) back to us, however, we will pay the cost of delivering the exchanged item back to you for your first exchange. Any further exchanges after this point must have the delivery costs covered by you.
Please note we do not allow return or exchanges on RX Prescription eyewear or opened fragrances. We also do not allow returns on sale or clearance items, all sale or clearance items are full and final.
HOW TO RETURN OR EXCHANGE
To return or refund an item purchased on The Reserve please contact us with the purchase date and proof of purchase. If you are exchanging an item please also include the details of the exchange item you want (subject to stock availability).
To inquire about an exchange made on the Airpoints Store please contact the Airpoints Store Help Team. Again unfortunately we do not offer refunds for products purchased on the Airpoints Store.
Please print out a copy of the email to us regarding the return or exchange and place it inside your package.
Package your item(s) carefully and return to the below address. Please note, we are not liable for any packages lost or damaged in the delivery process and therefore highly suggest using a tracked delivery method.
Please return to:
The Reserve
262 Thorndon Quay
Level 1, The Woolstore
Pipitea
Wellington 6011
New Zealand
Your exchange or return will be processed upon receipt and inspection of your original order.
Damaged Orders
We take great care in packaging your order. If your item arrives damaged:
- Contact us within 7 days of receiving your order
- We may request photos of the damage or ask you to return the order for inspection
- Once we receive and inspect the returned item, we'll notify you of our decision
- If approved, you'll receive a refund, repair, or replacement
Refund Processing
Approved refunds will be processed to your original payment method within 10 business days of approval. If you haven't received your refund after 10 business days, please contact your credit card company or bank as processing times may vary.