We love our products and hope that you do as well. We have a great, no-nonsense exchange policy should you not be completely happy with your purchase.

EXCHANGES

Don't worry! While we can't refund your purchase, we are more than happy to exchange non sale, pottery & accessory items only provided that they are in an as-new condition and still in their original packaging by providing you with another item for the value of the items purchased.

If item(s) are not returned in original condition the buyer is responsible for any loss in value.

First, please contact us via email at hello@Itsyleaf.com within 5 days of receiving your items to tell us what you would like to exchange your items. Don't forget to quote your order number to help us find your details.

Then, all you have to do is send the items back to us at our mailing address. Please note all items will be sent back to us at your own cost.

To help things move along smoothly, please include the original invoice that came with the shipment. Please note that the items to be exchanged (including all packaging and labels) must reach us within 14 days of receiving your order.

Upon receipt and inspection of your items, we will issue you an online gift card for the value of the items purchased.

We regret that we can't cover the cost of return shipping and refunds will be less Shopify related transaction fees that we cannot recoup, this is typically 3.5% of the total order depending on the payment method, a minimum of 2% extra for buy now pay later providers). As we are a small business and cannot afford to absorb it. Thank you for being so understanding!

LIVE PLANTS

Due to the sensitive nature sending of live plants via courier, we regret we cannot exchange or refund live plants. Many of our plants are propagated by us which means we do not have large quantities for exchange. 

However please do contact us if it arrives significantly damaged in the mail or goes missing, we will endeavour to help you if possible. Please send us photographic evidence of any issues.

FAULTY ITEMS

We love our products and select them with the utmost care, some handmade items can sometimes have subtle differences between them (we think it adds character!).

However, should you find a major defect or problem with your purchase, you must please contact us vis email at hello@Itsyleaf.com , you'll need to provide photos of the defective item (or video) pictures of packaging if damaged by the couriers, or returning it to us for inspection. Once we have received your product for inspection and / or all info  required, we will be in touch with a solution and do our best to make it right. Don’t forget to send us details of the fault, photos, your order number and your contact details.

COURIERS

While we pack our items with utmost care to handle the journey to you, we cannot guarantee what happens to items once they leave our hands and are picked up by the couriers. We do offer personalised drop off in Central Auckland for a fee of $12 for your peace of mind.

By making an order with us, you accept our terms of trade. Please note that is the customer's responsibility to select the appropriate courier fee option. Rural orders incur an additional fee which must be paid; alternatively you can provide us with a non-rural address. If you want to check if your address is rural, please enter your address in this website: https://www.courierpost.co.nz/tools/address-checker/

​If you get a green tick next to "rural" then it is a rural address.

Unpaid rural deliveries will not be shipped until the appropriate fee is paid in full. We reserve the right to charge a 5% restocking fee for cancelled orders. We are also happy to ship to your nearest NZ Post office or countdown to help you save courier fees. Check here the NZ Post locator to find the closest post near you: https://www.nzpost.co.nz/tools/postshop-kiwibank-locator

REFUNDS

Unfortunately we can't offer refunds should you change your mind, so please choose your items carefully. 

If in the rare occasion an item does not arrive at its destination, refunds cannot be issued unless declared lost by our postal service, of which then a claim will be lodged. Once a claim has been accepted and refund received, then we can then process a refund to you. Please bear with us as these things can take some time! But we will endeavour to speed things up as much as we can. To speed up the process we encourage you to chase up with your local courier company.

We will always work with you to our best ability to come to a happy solution. 

We regret that we can't cover the cost of return shipping and refunds will be less Shopify related transaction fees that we cannot recoup, this is typically 3.5% of the total order depending on the payment method, a minimum of 2% extra for buy now pay later providers). As we are a small business and cannot afford to absorb it. Thank you for being so understanding!

 

THANK YOU FOR SUPPORTING US

x

the team at itsyLeaf