Damaged or incorrect items
If you've received an incorrect or defective item, please email us at info@hazelluca.com so we can sort it out for you.
Wrong size?
No worries — if you ordered the wrong size, you don't need to send anything back.
Just email us at info@hazelluca.com with your order number and the correct size you need. We'll send you a replacement pair for a flat fee of $40 NZD, covering the cost of preparing and shipping your new pair — and you're welcome to keep the original.
This is different from receiving a faulty or incorrect item due to an error on our end, which is covered under Damaged or incorrect items above, at no extra cost to you.
Returns
If you're not happy with your purchase, you can return it within 30 days of receipt, provided it's unused and in its original packaging.
Once your return is approved and received, you'll be entitled to a full refund — excluding return shipping costs, which are the customer's responsibility. We're unable to refund or exchange items that appear to have been used, damaged through misuse, or aren't in their original condition.
Requesting a return
Step 1: Email us at info@hazelluca.com with your order number, reason for return, full name, address, and photos of the item if it's damaged.
Step 2: We'll get back to you with the correct return address — please don't send your parcel back before receiving this, as returns must go to our central warehouse.
Step 3: Send your item back using a traceable, insured shipping service, as we can't take responsibility for items lost or damaged in transit. As the sender, you're responsible for the parcel until it reaches us.
Step 4: Once we've received and checked your return, we'll process your refund within 7 business days.
Return terms & guidelines
Contact us
Got a question about your return, or anything else? We're here to help at info@hazelluca.com
