RETURNS & EXCHANGES POLICY

GENERAL OVERVIEW

  • Regrettably we do not give refunds for a change of mind.
  • Goods may be exchanged within 14 days of purchase with the receipt.  
  • We apologise if the product arrives faulty.
     In this instance you will be offered the
    choice between a free repair, refund, exchange or credit.
  • Due to hygiene reasons earrings are not able to be returned or exchanged.
    Including earrings purchased as a gift. Should you be unsure about selecting earrings as a gift,
    we recommend purchasing a gift voucher instead.
  • Sale items are not eligible for
    a return or exchange.
  • Gift vouchers are not eligible for a return or exchange.

 

RETURNED ITEMS MUST BE RECEIVED WITHIN 14 DAYS OF DELIVERY AND MEET THE FOLLOWING CRITERIA TO BE ACCEPTED:

  • Item must be unworn, in original packaging with receipt or online invoice enclosed and registered for a return already online.

  • Clothing items must be unworn, with original tags attached.

  • Accessories must be unused, in original packaging and have original tags attached

  • Only items directly purchased from Stolen Girlfriends Club flagship stores or stolengirlfriendsclub.com may be exchanged or returned online.

  • Returns will not be considered if care instructions have not been followed, including reasonable wear and tear.

  • We do not issue refunds with exception of faulty items.

  • Sale items are not eligible for refunds.

  • Gift cards are not eligible for exchange, store credit or refunds. Regrettably, we're unable to replace lost or stolen gift cards, please treat them as cash and keep in a safe place.

  • Bespoke or custom ordered pieces are final and not eligible for returns or exchanges.


SALE ITEMS:

  • Sale items are not eligible for change-of-mind refunds or returns, so we kindly ask that you choose carefully before purchasing.

  • Exchanges or customer-initiated returns cannot be processed automatically for sale items. However, in certain instances—such as an incorrect size purchase—we may be able to offer an exchange, subject to stock availability and assessed on a case-by-case basis.

  • All sale item exchanges must be arranged through our customer service team, so please contact us directly to request an exchange.

  • Please note that, unless deemed a manufacturing fault, earrings are not eligible for exchange due to hygiene reasons. We appreciate your understanding that this is a firm policy.

RETURNS POLICY FOR ONLINE ORDERS

We apologise if your purchase is faulty, sent incorrectly or does not correspond with the item presented on stolengirlfriendsclub.com. Please contact us at online@stolengirlfriendsclub.com  immediately so we can provide a timely resolution for you.

If your item is deemed faulty within 7 days of purchase, you'll be offered a repair, replacement, exchange for another item or refund.

If the unfortunate event occurs where your product has a manufacturing fault after 7 days of purchase but within our warranty period, we will repair your product for free. In the event it cannot be repaired we will offer you another option of replacement, exchange or refund.

WARRANTY PERIOD:
All of our products come with a warranty from the date of purchase.

  • Sterling Silver & Solid 9k Gold jewellery has a 1 year manufacturer's warranty.
  • 18K Gold vermeil and gold plated jewellery as a 6-month manufacturer's warranty.

Proof of purchase is required for repairs or replacements.

Our warranty does not cover general wear and tear, tarnishing, accidental breaks, loss or theft.

SPARE COMPONENTS/ REPLACEMENTS
We do offer a selection of spare components for certain jewellery styles, such as butterfly backs and anchor hoops. We can also assist with repairs or replacements for items like necklace and bracelet tags or clasps. If the piece is outside of the warranty period or the issue isn’t due to a manufacturing fault, this can usually be arranged for a small fee.

Please note that we don’t typically carry spare charms or pendants from our earring or necklace designs. However, in some cases, we may be able to source or custom order these for you, also for an additional fee.

To initiate a repair, please email online@stolengirlfriendsclub.com with clear images of the fault, a detailed description, information on how the item has been cared for, and your proof of purchase. Our care team will promptly review your request and reach out to you.

If your repair request is outside our one-year warranty period, contact our care team for a repair quote. We will use our local repair team to assist you.


Please register your return by logging in here:

If you’re unable to complete an online return registration, please contact us at online@stolengirlfriendsclub.com so our team can assist you with completing a return request before sending your item back to us.

Returns sent without first completing a return registration will be sent back to the customer.

If notified before goods have been dispatched, we can accommodate order cancellations.

If items have been shipped, we reserve the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.

Returns made by post are the responsibility of the customer, including postage fees. Any returns by post should be done through a reputable tracking service.

Stolen Girlfriends Club does not accept any liability for lost returns sent by post, and we’re unable to complete a return request if the item has been lost by postal services.

Flagship purchases may be exchanged at the same store where they were bought, but regrettably we’re unable to process online exchanges in our Flagship locations.

Auckland and Wellington based customers are welcome to drop their online return to one of our flagship locations. Please ensure that your returned item is packaged with original receipts and return documentation included.
Please note our stores serve as drop off points, but your items will need to be forwarded to our Head Office to complete the returns process. 

RETURNS POLICY FOR FLAGSHIP STORES

We apologise if your purchase is faulty, please contact us at online@stolengirlfriendsclub.com or visit the Flagship store your item was purchased within the warranty period so we can find a resolution for you.

If your item is deemed faulty within 7 days of purchase, you'll be offered a repair, replacement, exchange for another item or refund.

If the unfortunate event occurs where your product has a manufacturing fault after 7 days of purchase but within our warranty period, we will repair your product for free. In the event it cannot be repaired we will offer you another option of replacement, exchange or refund.

Returns or exchanges can be made at the Stolen Girlfriends Club flagship store of purchase, or you can register your return online here and send your return back by post.

Flagship purchases must be exchanged at the same store where they were bought.
Purchases made in store will be considered for credit or exchange due to change-of mind within fourteen days of purchase. Items being requested for credit or exchange must have original proof of purchase from a Stolen Girlfriends Club store or accompanying Stolen Girlfriends Club gift receipt.