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Returns & Exchanges

Your Satisfaction Guaranteed

Customer satisfaction is very important to us, and we want to make your shopping experience as pleasant as possible. In the event that there is a problem upon receiving an order, please contact us promptly to resolve the issue.

  • Phone: 021 667 397

  • Email:

    Online Returns

    Please choose carefully. Products ordered online can be exchanged or returned for store credit within 30 days of purchase (products purchased in-store can be exchanged or returned for store credit within 14 days of purchase). The item must be in re-saleable condition with original packaging and with tags/labels attached.

    Proof of purchase is required.

    If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. Please contact us at with regards to any faulty products. 


    Refunds (if applicable) 

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

    All items sold discounted or on sale are non-refundable.
    All shipping and delivery costs are non-refundable.


    Late or missing refunds 

    If you are missing a refund, please first check your bank account again. After this, contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank, as there is often some processing time before a refund is posted. If you’ve done this and still have not received your refund, please contact us at


    Online Exchanges

    Exchanges must be authorised by Nordic Chill Customer Services (by phone or email) within 7 working days of receiving your purchase. The original sales receipt is required for all exchanges. Merchandise must be unused, in it's original condition and packaging for an exchange. Freight and associated costs of all product exchanges will be met by the customer. Please contact us at for further instructions on exchanges.



    You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


    Incomplete Order 

    In the event that we are unable to deliver a product you have ordered, our customer services representative will contact you. 



    Customised pre-orders cannot be cancelled, and the 50% deposit is non-refundable after the purchase order has been processed with our suppliers. This is a complimentary service that requires a lot of time and manual work from our team both in New Zealand and overseas.