Can I return items?
We try to provide you with as much information as possible so that you will be delighted with your purchase. If the sizing isn’t quite right and you would like to exchange your item for another size then please get in touch with us at [email protected]
Please note that all sales are final unless the goods purchased are faulty or damaged in transit. We do not accept returned goods for a refund for change of mind. Should you wish to exchange an item for a lower priced item, please note that we do not refund the remaining spend. We can provide a store credit instead if you prefer.
We do not accept returns or refunds on any custom made items, including bedlinen or any products made to order. However we want you to be 100% satisfied with your purchase! If something isn’t quite right or what you expected we are happy to take a look and make any adjustments needed.
We do not offer refunds on freight charges, for any returned items or cancelled orders.
As per New Zealand’s Consumer Guarantees Act 1993, you will be entitled to the repair, replacement, or (if the item cannot be repaired or replaced) a refund. The process will follow this order if you raise a claim. Contact must be made within a reasonable time frame of 21 days after the purchase date for faulty items only. All sale and reduced items purchased (including those as part of any online or in store promotions) cannot be returned or exchanged.
How do I return items?
Please note, any purchases made online can be returned instore.The items must be in new condition with all packaging and labels still attached. If the item is not in a saleable condition it will not be accepted.
You can then send your return by post or tracked courier, keep all tracking information. Please always include your delivery note in case we need to contact you further about the return.
If you no longer have your original invoice, please include a note with your name, address, email address, daytime telephone number, order number (if possible), and reason for returning.
Make sure your items are securely wrapped and send your return to:
River Nile Linens
8A Mill Lane
Warkworth 0910
A refund to the payment method or store credit will be issued once we have received the goods back and confirmed eligibility for refund.
How long will it take to deal with my return?
Once your parcel has been received by our team it can take up to 5 working days to fulfill your request.
When we have dealt with your parcel we will confirm this to you by email. We do not accept returned goods for a refund for change of mind. We will offer you an exchange or store credit valid for 3 months if you wish to return your item(s). Please note that online store credit excludes shipping costs. In a case where the item is faulty and we do issue a refund, please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
After sending your return to us, you have not received our email confirmation within 10 days, please contact us on 09 422 9286 so we can investigate.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 21 days of purchase, then you can return the item under our normal return procedure as per New Zealand’s Consumer Guarantees Act 1993. We will ask you to return a faulty item and we will issue an exchange for the same item where possible.
Please take extra care to read our Product Care Instructions or any specific care instructions provided with your purchase.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, please contact our friendly team by phone at 09 422 9286 or email [email protected] so we can help locate your order.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift voucher.
Please get in touch with our friendly team on 09 422 9286 or email [email protected] to discuss how best to proceed. This does not affect the purchaser’s legal rights.
I received the incorrect item, what do I do?
On rare occasions, our dispatch team can make an error. We are happy to correct this at no further cost to you so please get in touch with our friendly customer services team at 09 422 9286 or email [email protected] to discuss how best to proceed.