Returns

We want you to love your LUANNA items as much as we do! But, if you’re not satisfied with your purchase, you can return it within 7 days of receiving it, providing it isn’t a Final Sale item, Shoes or Jewelry.  Simply email us here 

We offer two return options – store credit, or refund minus a 10% handling fee. We do not offer exchanges, as we currently don’t have the capacity to hold items for exchanges. 

Note: Final Sale items cannot be returned unless they are faulty.
Return shipping costs will be your responsibility. Whilst we can’t offer free returns due to our low price point, we will work closely with NZ Post to ensure the process is smooth.
Items must be unworn, unwashed and in original condition with all the tags still attached.
Received a faulty or incorrect item? We offer replacements for any faulty items, including Final Sale. 

HOW TO RETURN YOUR ITEMS
Book your return online
Enter your online order number and email, select your return item(s) and choose your return option. You are responsible for the postage costs of your return.

Send us your parcel
We will send you a return label. Print and attach the label to your parcel. If you've bought our prepaid return label, you can drop off your return at your nearest post office.
We’ll process your return
Once we’ve received and inspected the returned item(s), we’ll process your request for a store credit or refund (minus 10% handling fee) within 3 - 7 business days of receiving the item(s), then email you once this is complete.

We reserve the right not to give you a store credit or refund, unless we are satisfied the item has not been worn and is not damaged (with the exception of manufacturing faults).

Note: Store credit is issued as a gift card which will be valid for 3 years.

FAULTY / INCORRECT ITEMS
If your item is faulty or incorrect, please book your return online within 7 days of receiving it. While booking your return, you will be asked to provide photos and a description of the fault.

Once your request has been submitted, please hold on to your items while we review your request. We’ll email you within 1-3 business days with instructions about next steps. We offer replacements for any faulty items, including Final Sale items. If we are unable to replace a faulty item because it's out of stock, we will offer you a store credit or full refund instead.

Please note, faulty items must be faulty by manufacture. This includes open seams, broken zippers or buttons and puckering. An item which has been worn, has makeup stains, or is damaged due to improper care may not be classified as faulty by manufacture, therefore you will not be entitled to a replacement, exchange or refund.

All garments must follow proper care instructions, as our items can be quite delicate. We advise hand washing all Vine Apparel pieces using cold water, using a delicate detergent only, and do not put in the dryer.