Return/Exchange Policy

RETURN/EXCHANGE POLICY (Online & Stockists)

Due to the personal nature of the goods we sell, Secret Fern cannot accept returns and/or exchanges of our earrings, necklaces and bracelets online or in store.

Please choose mindfully before placing your order and do not hesitate to ask us more information by email secretfernnz@gmail.com before placing your order. We will do our best to answer your query.  

Exception - Return for our artisan rings: We gladly accept returns for our Artisan rings due to improper fitting (incorrect sizing). The ring must be unworn and left in its original packaging. We will then issue a full refund. Please follow these steps: 

• Our returns policy allows a window of 14 days (for artisan rings only) from the date of the purchase. 
• Email us with your order number and request for return/refund at secretfernnz@gmail.com and the reason of your return/refund with photos if necessary. 
• We will be in touch with you. Please send us the ring in its original state and including the original packaging. Shipping label is at your charge. 
• We will notify you once we’ve received the item and you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

CANCELLATION POLICY

We do, however, accept cancellations of your order within 48 hours (NZ Time) of your purchase and therefore we will issue you a full refund.

• Send us an email at secretfernnz@gmail.com to ask for a cancellation during that 48hrs timeframe with your order number. 

CUSTOM JEWELLERY POLICY

Made-to-order pieces are not eligible for return or exchange. Please ensure you make your selections carefully before confirming your order.

Secret Fern does not accept the responsibility for: 

1. The improper use/care of your jewellery including accidental or intentional pulling, tugging, immersion in sulphuric substances or any other corrosive liquids, cleaning with corrosive/abrasive substances/material other than the one(s) mentioned on our Jewellery Care Cards.
2. Shipping delays/issues: We ship with NZ Post in New Zealand and overseas, they are usually quite reliable and trustworthy. We provide our NZ and overseas customers a tracking number to follow their order however we are not responsible for the handling of your order once it has left our jewellery studio.

If you have a non-delivery or other shipping-related issue, please contact us by email at secretfernnz@gmail.com and will try to have a look at it from our hand. 

Thank you for your understanding.