It's really important to us that you are totally in love with your purchase from WILDE HEARTS.
We encourage all customers to create an account with us at the point of sale, as this will make the returns process quick and easy.
WILDE HEARTS reserves the right to amend the returns policy as required.
1.RETURNING AN ITEM:
If you purchase an item that you are not satisfied with, doesn't fit or doesn't suit, we offer store credits and exchanges. Unfortunately, we don't offer refunds on change of mind or incorrect sizing purchases. Customers who received an Item with a manufacturing fault or incorrectly to the item ordered are entitled to a full refund if accepted.
Returns are processed within five business days of receiving your items. Returns will be automatically processed for store credit; if an exchange is desired, you will need to place a new order using that store credit. You will receive an email with details of the store credit once your return is processed.
We offer returns on full-priced items. Returns must be sent back within 14 days of the customer receiving the item. If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception in accepting it; however, if we do accept a return that has been sent back outside of that time frame, we will deduct the cost of shipping from the store credit issued to cover postage.
Items which are not received in their original condition as defined above will automatically be returned to sender, so please take due care when trying on your order. In particular, take care not to get makeup/deodorant/perfume on the garment. In the rare event that a return is rejected, the decision is final and not negotiable.
All sale items are a final sale and cannot be accepted for returns or exchanges.
For change of mind or wrong size you will be responsible for the cost of returning your item - but we will send out your new item for free if you live in New Zealand.
For faulty items, you will need to send these back and if they are accepted as refundable, we will refund you the full amount, including postage.
Please make sure you have an account with us before you set up a return - you can CREATE AN ACCOUNT here.
RETURN/EXCHANGE YOUR ITEM HERE...
1. Log into Wilde Hearts, then go to My Account.
2. Go to Completed Orders, then click Return Item(s) next to your item.
3. Fill out the following items on the return request:
- Quantity to return
- Return reason
- Return action
4. Click Submit Return Request.
5. Wait for Return Authorisation and response from the Wilde Team.
6. Await further instructions from the Wilde Team to then send your item back to the warehouse, along with our downloadable RETURNS FORM below.
Please Download this form and include it with your return.
Please send your returns with your return form to:
16 Montrose Terrace
Mairangi Bay, 0630
*Please note: You may not come in person to return an item as the WILDE HEARTS HQ is not open to the public*
2.CONDITIONS OF A RETURN
The item(s) returned must:
- be received in original condition - unworn, unwashed, with all original tags still attached; and
- not smell of perfume/deodorant or washing powder so please take due care when trying on your order.
The returned item will be assessed and we will notify you if your return has been accepted. Unreturnable items and/or returned items which do not satisfy the above Conditions of Return will not be accepted and will be returned to the customer.
Returns are generally processed within 5 days of receiving your return.
You’ll just need to cover the postage to send it back to us. It is recommended that you (1) use a traceable delivery method for all returns and (2) insure your delivery for safe return to WILDE HEARTS so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to undertake the advised recommendations, you are responsible for loss or damage to the product during shipping.
*Under NO circumstances do we accept cash on delivery returns*
- For hygienic reasons cosmetics & beauty products, swimwear or earrings cannot be returned.
- Sale items cannot be returned, however full priced items purchased using a discount code can be returned.
If your return has been accepted, you will automatically have the credit to spend on our store.
Unfortunately, we cannot guarantee that we will have a different size in stock to exchange or hold stock until we have received your return. All returns will automatically be issued a store credit that will allow you to purchase a different item or the same item in a different size, provided it is available.
If you would like to exchange an item, we highly recommend that you purchase the different size prior to sending back the return and we will issue you with store credit once we receive your unwanted item.
5.FAULTY ITEMS OR INCORRECT ITEMS RECEIVED
All items are thoroughly inspected before leaving the WILDE HEARTS warehouse.
However, in the unlikely event that you have received an item, which has a manufacturing fault or is incorrect to the item or size you purchased, please submit a returns request immediately, take a photograph of the fault and contact us at firstname.lastname@example.org.
Once we deem that the item you received is faulty or incorrect, we will send you an email including all details which allows you to send back your item.
Once we receive your return, you can choose from the following options:
- refund you for the entire amount you paid for the faulty or incorrect item;
- provide you with 100% in store credit,
- replace your faulty item with a brand new one, if we have the item in stock.