Easy Returns & Exchanges
We will happily refund for change of mind returns for most purchases.
SoStellar orders are completed under the tacit understanding that the customer will keep the goods purchased. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
To be eligible for a return:
- Items must be initiated for return within 7 days of receiving the order, and returned to us within 14 days of the receiving the order.
- Items must not be worn, altered or washed.
- Items must have all tags and packaging attached.
- Bedding will only be accepted for return if not removed from packaging.
- Footwear must include the original shoe boxes in original condition, undamaged and without postal labels attached.
- For hygiene reasons we cannot accept returns on underwear, swimwear, lingerie, earrings or opened make-up or skin care products.
We may refuse the return of items if they do not comply with the above criteria.
You will be responsible for all return shipping charges, and we highly recommend you return your parcel via tracked courier. SoStellar does not take responsibility for any returned items until they reach our warehouse.
You can choose to receive a full refund or exchange for another item.
Items marked FINAL SALE unfortunately are not covered by our return policy unless faulty.
How to make a return:
All returns and exchanges must be registered via sostellar.co.nz/returns, correctly packaged with the original order number referenced clearly either on the outside of the parcel, or inside with the packing slip that came with your order.
You don’t need to wait to hear from us once you have submitted the Returns Form, we will process the refund/exchange when the item(s) are received.
Send your parcel to:
3/227A Archers Road
Wairau Valley, 0627
Please allow 1-2 business days for our team to process your return/exchange from the time that it is received. We will email you confirmation of your return having been processed. Refunds may take 2-3 days to appear in your account depending on who you bank with.
Faulty Goods / Incorrect Item Received / Missing Items
If you have received an incorrect or faulty item please email firstname.lastname@example.org or contact us on Live Chat for our customer service team to remedy the situation.
Make sure you have your order number, email address, clear photos of the fault, and your preferred outcome so that we can provide you with a quick resolution.