CUSTOMER SERVICE

Order Processing
Stated delivery time is estimated for within business hours, and does not include any time for processing your order. Your order will be processed as soon as possible within standard business hours. We will email you a confirmation once your order has been shipped, including a tracking number.
When checking out please supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.
Please note that we do not take responsibility for charges or delays incurred at receiver's end as this can vary depending on the rules of customs in each country.

Returns
You may return any product within 7 days of receipt. Items must be returned unused, unaltered and unwashed. All original packaging and labelling must be returned in good condition also. Returns may be made via our online store ricochet.co.nz and at any of our physical stores. To return an item via our online store, please contact customerservice@ricochet.co.nz to request a return authorisation. Please allow suitable time for us to process your request. A representative will contact you with your return authorisation number and shipping instructions. You will receive a confirmation email once your return has been received and processed. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Exchanges
If you wish to exchange an item please email us as soon as possible. Exchanges can be made via ricochet.co.nz and at any of our physical stores. Unfortunately we cannot guarantee the availability of merchandise for exchanges. Initial and return shipping and handling charges are not refunded unless the original item was incorrect or faulty. Once your item has been received, your new item will be sent to you within five working days. We will advise you of the item’s tracking number and expected arrival date.

How Do I Receive a Refund?
Once we have received your item your refund will be processed in the original form of payment within five working days. You will be notified via email when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account once they have received the information.

Customer Account
You can shop at  R I C O C H E T  without creating an account. However, register with us and you'll be able to enjoy the following benefits: track your orders and review past purchases; request a return or exchange directly from your account (coming soon); preview our new collections and register your interest for your favourite pieces through our seasonal lookbook (coming soon); save your address and card details so you can shop even quicker next time.

Secure Shopping
We accept Visa, Mastercard and all major credit cards. The name that will appear on your statement will be Gregory Limited. Gregory Limited is a New Zealand registered company.

Contact Us
If you have any enquiries please contact customerservice@ricochet.co.nz

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