Refund policy

Returns & refunds

Fernora pieces are personalised and made to order. We do not accept returns or refunds for change of mind, and we do not provide a return address.

Every Fernora item is printed after payment for the size, colour, and artwork you selected. Personalised made-to-order goods cannot be returned: we cannot take back unused items, buyer’s remorse, or a different size or colour chosen at checkout.

Measure against a garment you already own before ordering apparel. Once printing has started, size and colour are not exchangeable.

If an item arrives damaged, misprinted, defective, or is the wrong product, email hello@fernora.nz within 30 days of delivery. Include your order number, a short description, and clear photographs of the item, the outer packaging, any inserts, and the shipping label. That is the evidence we need to reprint under our quality guarantee.

Where we confirm a production or fulfilment fault, the remedy is a free reprint of the same item to the original address. A refund of the item price (and original shipping, where the reprint is not feasible) is offered only in that case. We do not refund because you no longer want the piece.

Incorrect or incomplete addresses, unclaimed parcels, and refused deliveries are not production faults. You may request a new print; you pay shipping on that replacement. Duties, import VAT, and carrier fees outside NZ/AU GST-inclusive pricing remain the buyer’s responsibility.

Approved refunds return to the original Shopify payment method. Chargebacks filed before you contact us delay investigation; write to hello@fernora.nz first.