Delivery & Return

SHIPPING AND DELIVERY

New Zealand: Free shipping on orders over $69 NZD.

Australia: Free shipping on orders over $99 NZD.

International Deliveries
For orders outside New Zealand, you may be required to pay duty or taxes upon delivery. Please ensure you’re aware of potential charges before completing your purchase.

If a parcel is returned to us due to unpaid duties, incorrect address details, or failure to collect from the depot, a refund will be issued for the order amount minus $50 NZD to cover processing fees and inbound/outbound shipping costs.

TAXES & DUTIES FOR US, CANADA AND REST OF THE WORLD

All orders are shipped on a Delivery Duty Unpaid basis. Product prices displayed are exclusive of all taxes and duties. As the recipient, please note that all taxes and duties that may be incurred are the responsibility of the purchaser and not of Royce Heritage Ltd.
US: no taxes for up to $800 orders
Japan: no taxes for up to ¥200 000 orders
If you refuse to accept delivery and we have to have the goods returned to us you will have to pay the courier and any duty costs out of any refund we make to you.

General Information

• Please make sure your order is correct. No order changes or cancellations once the order has been placed.
• Customs duties & taxes are the responsibility of the buyer for all countries - if you refuse your parcel at customs due to the fees your order will be destroyed by customs and will not be refunded by Royce Heritage.
• We do not ship to PO Boxes - please do not use PO Boxes as your delivery address or the order will not be dispatched

RETURNS

Love and care goes into every Royce garment, however, if you are unsatisfied with your purchase or wish to exchange, we are happy to offer a full refund or within 21 days of receiving your item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Goods must also be sent via Tracked Courier . Sending via tracked courier also ensures that your parcel does not go missing. Royce Heritage is not liable for any missing returns.

EXCHANGES

We do not offer exchanges, only store credits. This is due to the high demand we have for our products we cannot always guarantee a size or colour will be available when your return eventually hits our warehouse. 

Should you have an item you wish to send back to change the size or colour please send your item/s back to us with your order number and details enclosed.
Once your item has been received back into our warehouse it will be processed and a store credit will be issued to the value of the original purchase price of your return. You can then use this credit to re purchase in a new size or colour that you desire.

Please note that you will be responsible for paying for your own shipping costs for returning your item. 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed within 3-5 working days and will automatically be applied to your original method of payment. No refund for sale items.

SALE ITEMS - Discounted products & Promotional items.

Some sale items may have minor imperfections, such as loose threads, slight color variations, or missing tags. However, these are minimal and do not impact the overall quality or functionality of the product. Please choose carefully, as refunds or returns are not accepted for sale items.

NON RETURNABLE/NON REFUNDABLE ITEMS

The following items cannot be returned for store credit due to hygiene reasons- jewellery, Underwear, Swimwear, Socks, Tights, Hats & Bonnets, Hair Bows / Hair Ties & all Hair Accessories. 

• You have proof of purchase.
• Products are unworn, undamaged, and with original tags attached.

Royce Heritage store credit or Gift Vouchers can only be redeemed online at www.royceheritage.co.nz  it cannot be redeemed for cash or returned for a refund. Unused balances are not refundable or transferable. 

GENERAL

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including tags and plastic, and garments must not be washed or worn.

Should you wish to return/exchange an order, you must notify us within 14 days of receiving the order by email to support@royceheritage.com quoting your name and order number. Please keep your Proof of Purchase safe until your refund has been dealt with.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Royce Heritage is not responsible for any returns lost in transit – it is recommended that you include tracking and insurance for your protection. Your statutory rights are not affected by our returns policy.


For any urgent queries, please contact our customer services team who is always on hand to help during the office hours of 10am-6pm GMT, Monday-Friday (excluding Public Holidays).

Call us on +64 27 313 8990 or alternatively email us support@royceheritage.com