RETURN POLICY

 

At Elise on Gladstone, we want you to feel confident and comfortable with your purchase.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at:

info@eliseongladstone.com

If your return is accepted, we will provide you with instructions on how and where to send your package.

Please do not return your order to the sender address shown on your package. The correct return address will be provided by our customer service team after your return request has been approved.

Items sent back to us without first requesting a return may not be accepted.

For any questions regarding a return, you can contact us at:

info@eliseongladstone.com

DAMAGES AND ISSUES

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or if you have received the wrong item.

Please email us at:

info@eliseongladstone.com

Include your order number, a description of the issue, and clear photographs of the item where applicable.

Our customer service team will review the issue and provide you with the appropriate next steps.

Where an item is faulty, damaged, incorrectly supplied, or otherwise does not meet applicable consumer guarantees, your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993, will apply.

Nothing in this policy is intended to limit any rights or remedies you may have under applicable New Zealand consumer law.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned unless required by applicable law.

These may include:

• Custom or personalised products
• Personal care goods
• Beauty products
• Gift cards
• Products specifically marked as Final Sale

Regular discounted or sale items are eligible for return under our standard 30-day return policy unless the product is explicitly marked Final Sale.

Products marked Final Sale cannot be returned for a change of mind.

This does not affect your rights if a Final Sale item is faulty, damaged, incorrectly supplied, or otherwise covered by rights that cannot be excluded under New Zealand consumer law.

Please contact us at info@eliseongladstone.com if you are unsure whether your item is eligible for return.

EXCHANGES

The fastest way to receive a different size, colour, or product is to return the item you currently have.

Once your return has been accepted, you can place a separate order for the replacement item.

If there is an issue with the item you received, please contact us before placing another order.

REFUNDS

We will notify you once your return has been received and inspected and let you know whether your refund has been approved.

If approved, your refund will be issued automatically to your original payment method within 10 business days.

Please remember that your bank, credit card provider, or payment provider may require additional time to process and display the refund.

Original shipping charges, where applicable, are generally non-refundable for change-of-mind returns.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:

info@eliseongladstone.com

SHIPPING POLICY

Below you will find the estimated delivery times for orders placed with Elise on Gladstone.

Once an order is placed, we generally require 1 to 3 business days to process the order.

During the working week, orders are often processed within one business day. Orders placed on Friday evenings, weekends, public holidays, or during particularly busy periods may require additional processing time.

Once your order has been processed and dispatched, delivery generally takes approximately 8 to 12 business days.

Please note that these are estimated delivery times and may occasionally be affected by circumstances outside our reasonable control, including carrier delays, public holidays, customs processing, weather events, or unusually busy periods.

We aim to make the ordering and delivery process as straightforward as possible.

If you have any questions about your order or delivery, please contact us at:

info@eliseongladstone.com

SHIPPING COSTS

We provide free standard shipping on all orders.

There is no minimum order value required to qualify for free standard shipping.

To help us maintain accessible pricing while offering free shipping, some orders may be processed and dispatched through our international fulfilment partners.

As a result, your order may be shipped from a fulfilment location outside New Zealand.

In some cases, products within the same order may be shipped separately and arrive in different packages.

IMPORTANT SHIPPING NOTICE

Like many online retailers, we may occasionally experience delays during busy periods, public holidays, severe weather, customs processing, or unexpected disruptions affecting our shipping partners.

We will always make reasonable efforts to process and dispatch orders as quickly as possible.

If you have questions about the status of your order, please contact:

info@eliseongladstone.com

RETURN INFORMATION

IS IT POSSIBLE TO RETURN MY ORDER?

Yes. Eligible items can be returned within 30 days of receiving your order.

For a standard change-of-mind return, the following conditions apply:

• The item must include its original tags and packaging where applicable.
• The item must be unworn, unused, unwashed, and in its original condition.
• Items for which hygiene is particularly important must be returned clean and unused.
• You must provide your order number or other proof of purchase.
• Return shipping costs for change-of-mind returns are the responsibility of the customer.
• Products explicitly marked Final Sale cannot be returned for a change of mind.

Regular sale or discounted products remain eligible for return unless specifically marked Final Sale.

Once your return has been received, it will generally be inspected and processed within 7 business days.

We reserve the right to refuse change-of-mind returns where an item has been worn, used, washed, damaged after delivery, altered, or otherwise returned in a condition that does not meet the requirements above.

These restrictions do not limit your statutory rights in relation to faulty, damaged, incorrectly supplied, or otherwise non-compliant goods.

HOW CAN I RETURN MY ORDER?

If your order meets the return conditions above, please email us at:

info@eliseongladstone.com

Please include:

• Your order number
• Your first and last name
• The email address used for your order
• The reason for your return
• Photographs where the product is damaged, defective, or incorrect

Our customer service team will review your request and provide you with the appropriate return instructions and return address.

Please do not send your return to the sender address displayed on your original package.

The sender address may belong to a shipping or fulfilment partner and may not be able to process returns.

We will provide the correct return address after reviewing your return request.

For standard change-of-mind returns, the customer is responsible for return shipping costs.

ORDER CANCELLATIONS

We begin processing orders shortly after they are placed so that they can be dispatched as quickly as possible.

If you wish to cancel or change your order, please contact us as soon as possible at:

info@eliseongladstone.com

Please include your order number and clearly explain the change or cancellation you are requesting.

We will do our best to accommodate your request. However, we cannot guarantee that an order can be cancelled or changed once it has entered processing, fulfilment, or shipping.

If your order has already been dispatched, please wait until it has been delivered and then request a return in accordance with our 30-day Return Policy, where eligible.

SHIPMENTS IN TRANSIT

Some products may be shipped through international fulfilment partners.

Once an order has been dispatched and is in transit, we are generally unable to stop or cancel the shipment.

If you no longer want the item, you may request a return after delivery in accordance with our Return Policy.

If there is a problem with your shipment, including an unusually long delay or another delivery issue, please contact us at:

info@eliseongladstone.com

and we will review the situation.

RETURN SHIPPING COSTS

For standard change-of-mind returns, we do not provide free return shipping.

The customer is responsible for the cost of returning the item to the return address provided by our customer service team.

All approved returns must be sent to the return address provided to you after your return request has been reviewed.

Do not send returns to the sender address printed on your package.

Approved returns may need to be sent to one of our designated fulfilment or return centres, which may be located outside New Zealand.

For faulty, damaged, incorrect, or otherwise non-compliant products, please do not arrange a return at your own expense before contacting us.

Instead, contact:

info@eliseongladstone.com

Our customer service team will review the issue and provide appropriate instructions based on the circumstances and your rights under applicable New Zealand consumer law.

CONTACT

For questions about shipping, returns, refunds, damaged products, or your order, please contact:

Elise on Gladstone
Gisborne, New Zealand
Email: info@eliseongladstone.com

Last updated: September , 2026