Refund policy

Returns & Exchanges

We want you to love your new gear! If you’ve got any questions before placing your order, feel free to reach out to us at hey@dollyandnaana.co.nz — we’re always happy to help and love a good chat!

We carefully check every item and pack your order with lots of care. But if something isn’t quite right — like if you received the wrong item or something arrived damaged — please email us within 7 days at hey@dollyandnaana.co.nz so we can make it right.

Need a different size or colour?
No problem! We’re happy to offer an exchange if you need a different size or colour. Just make sure you contact us within 7 days, and the item is unused, with tags attached and in its original packaging. Shipping costs for exchanges are covered by the customer. Email us to get started.

Please note:
✨ We don’t offer refunds or exchanges on change-of-mind purchases.
✨ Sale items are final — no exchanges or refunds.

Supply Issues
We do our very best to keep our stock levels spot-on, but occasionally things slip through the cracks. If we discover an item you’ve ordered is out of stock, we’ll get in touch straight away and issue a full refund — no fuss, no stress! We know it’s a bummer, but we’ll do our best to make it right.

Think your item might be faulty?

Oh no — we’re so sorry to hear that! We pride ourselves on offering top-quality products, so if something’s not quite right, we want to fix it fast.

If you believe your item is faulty or has a defect, please get in touch with us at hey@dollyandnaana.co.nz We'll guide you through the next steps and do our best to sort it out quickly. To help us help you, please include:
📸 A couple of clear photos showing the fault
📝 The name used to place the order

If the item is deemed faulty and it’s within 3 months of purchase, we’ll offer a repair, replacement, or refund — whichever suits best.

If a refund is the outcome, it will be processed using your original payment method, minus any discounts or shipping fees.