Refund policy
returns/faults/damaged products
super sorry about that! please contact the indigo & iris team at hello@indigoandiris.co or through the contact form. please provide the order number, an explanation of the problem, and photo proof of any damage. our team will then assess the situation and get in contact with you. please don’t send back the product without first talking to us first. all communication needs to be made in english.
returning your order
please make sure you really want this before you buy it because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. although, if the product is faulty upon arrival we will offer a solution.
if your package items are damaged during the delivery process, please contact us so we can get the shipping company to collect all of the products and packaging, as the shipping company will want to see this.
depending on the situation we may offer replacements. please contact us via our contact us page so we can help resolve the issue.
did you get your address wrong….?
it is your responsibility to make sure you put the correct address when you make an order. if you put the wrong address and the parcel cannot be delivered it is generally returned to indigo & iris. if we receive it back, we will contact you to let you know what has happened. if this occurs and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
- we can refund you the order amount less the shipping cost you initially paid less the $9 nzd restocking fee.
- we can resend the item to you but you will be required to pay for shipping again.
- if we do not hear from you within 7 days we will proceed as per option 1 above.
unclaimed parcel
if we receive a parcel back due to it being unclaimed or due to non payment of customs fee's and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
- we can refund you the order amount less the shipping cost you initially paid less the $9 nzd restocking fee.
- we can resend the item to you but you will be required to pay for shipping again.
if we do not hear from you within 7 days we will proceed as per option 1 stated above
