At Karibou, we're here to make things easy for you! You're welcome to exchange your items or receive store credit.

If you're looking for a refund to the original payment source, we're more than happy to consider it on a case-by-case basis. Just a quick heads-up, there's a minor handling fee associated with returns. This fee helps us cover the expenses for the return label, as well as the materials and effort that go into handling and repackaging. Your understanding is greatly appreciated.

We suggest trying on all items in your order prior to washing to ensure they fit. Kindly note that we are unable to process exchanges or issue store credit for items that have been laundered or worn. This policy is strictly enforced after a thorough inspection of returned shipments.

For eligibility for returns, all items must be dispatched for return within 14 days from the delivery date of the order (i.e., when it was received by you). Please be advised that any store credit or exchanges requested outside of this timeframe cannot be accommodated.

Before sending any returns, please contact us first, on support@karibou.co.nz

Exchange and returns are the responsibility of the sender and Karibou is not responsible for return items lost in transit.

We're delighted to offer store credit for most returned products, provided that:

• The return occurs within 14 days from the date of receipt.
• Your product is in its pristine, unused state, complete with all original tags, and in the original packaging. Don't forget to include the initial plastic bag if applicable.
• Kindly note that swimwear, underwear, or hosiery cannot be returned due to hygiene reasons. For further details on specific items, please refer to the "Return Exceptions" section.
• All store credits will be given to the value of the original purchase price. 

Gift Returns

If any gifted items fit the criteria, they can be returned for credit in the form of a gift card. To process this, we kindly request the original purchaser's name and order number. This helps verify the items were indeed bought from our site, and it references the original purchase price for accurate credit balance application.

You have a whole year to make the most of your store credit, giving you ample time to enjoy it. As soon as our warehouse confirms the safe receipt of your returned items in the specified condition and meeting exchange criteria, your store credit will be processed within 3 to 7 business days.

Securing Your Exchange

Regrettably, we're unable to reserve exchange items. If you're eyeing a different size, colour, or style and wish to guarantee its availability, simply initiate a separate order. Your new selection is typically dispatched the following day. Once we receive your return, we can proceed with the refund for the returned item. Your satisfaction is our priority!

We take all suggestions about sizing or colour choices into consideration every time we design a new look so if you have any feedback just email to us on support@karibou.co.nz

Other Things to Keep in Mind

Orders made during a sale event or featuring items labeled as Final Sale, which includes products bought in our End of Season, Black Friday, and Cyber Monday sales, unfortunately do not qualify for store credit, refund, or exchange.

For orders using special discount codes, eligibility for return may vary. If you're uncertain, please don't hesitate to get in touch with our team at support@karibou.co.nz

Faulty Items

Should you encounter an uncommon manufacturing issue, kindly inform us along with accompanying photos. If you're within NZ, we'll strive to arrange a replacement. Even if you're located outside NZ, we're committed to finding a solution. Just share a photo confirmation along with the necessary details at support@karibou.co.nz, and rest assured, we're here to assist.

Please remember: Only send back the faulty item if this step has been agreed upon in consultation with our customer care team.

Return Exceptions

Regrettably, certain items are exempt from our return policy, including:

• Merchandise that has been worn, used, or modified.
• Swimwear, hosiery, underwear, and bloomers that are not worn over undergarments or nappies.
• Sale, discounted, and promotional items, except in cases where they are identified as faulty.

Crafting Quality with Care

Our products embody our dedication to excellence, and we want to assure you that each piece is thoughtfully created to endure regular use when adhering to the care instructions provided. Should an issue arise due to a defect, please don't hesitate to contact us within 14 days of receiving your product, as long as it remains in its pristine, unworn state. Please bear in mind that products that have been laundered or worn are not eligible for return or exchange, particularly if any damage is a result of regular product use.

Concerning Damaged or Missing Items

In the event that your package arrives with damage or items missing, we swiftly engage the carrier and commence an inspection procedure. To expedite this process, we kindly request photographic proof of the package's condition. If you've personally retrieved your items from a carrier service location and encounter any concerns, we recommend addressing these directly with the carrier office before pursuing a refund through our channels. Your understanding is greatly appreciated.

Our Return Process

For damaged or potentially defective items, we offer free return labels. For other returns/exchange, a nominal shipping fee will be borne by the sender to cover the return order.

Your satisfaction remains our foremost priority and should you have any queries please contact us at support@karibou.co.nz