Talk to us first

If something isn't right with your order, email contact@jakobcarter.com with your order number and we'll help.

Your rights under the law

New Zealand customers. Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Nothing in this policy limits those rights.

Australian customers. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply on top of this policy, and they apply to sale items exactly as they apply to full-price items.

Faulty, damaged or incorrect items

Contact us and we'll put it right. There's no fixed time limit — your rights last for a reasonable period given the type of product.

• Major problem (unsafe, significantly different from what was described, or you wouldn't have bought it had you known) — you choose: a full refund, a replacement, or keeping the item and being compensated for the drop in value.
• Minor problem — we'll repair, replace or refund, and we'll confirm which before you send anything back.
• We cover return postage on faulty or incorrect items and refund your original shipping cost.
• Please send us photos before returning anything — it usually saves you a trip.

Change of mind

We don't offer returns or refunds for change of mind. Please choose carefully, and get in touch before you order if you'd like help deciding — we're happy to talk through a scent.

At our discretion we may offer an exchange or store credit where the item is unused, in its original packaging, and the outer box still has its original cellophane wrap intact. Fragrance and body mist cannot be returned once the cellophane has been removed, for health and safety reasons.

This doesn't affect your rights if an item is faulty — see above.

Refunds

• Refunds go back to the original payment method.
• New Zealand orders are refunded in NZD. Australian orders are refunded in AUD.
• Exchange-rate movements between purchase and refund, and any fees your bank or card issuer charges, are outside our control.
• Please allow 5–10 business days for the refund to appear after we've processed it.

Sending an item back

• We'll give you a return address and instructions once we've approved the return. Please don't send anything back before that.
• Fragrance and body mist contain alcohol and are classified as dangerous goods. They must travel by road freight only and cannot be sent by air. Please tell the counter staff that the parcel contains perfume.
• Please use a tracked service. We can't take responsibility for returns lost in transit.
• If you're returning from outside New Zealand, mark the parcel as "returned goods" so it isn't held for duty. We don't cover import duties or taxes on returns.

Bought from a stockist?

If you bought from a retailer rather than directly from us, please return the item to the store you purchased it from, under their returns policy. Get in touch if you need a hand.

Contact

contact@jakobcarter.com