Ok, so you have made an online purchase, it has arrived and you have changed your mind, maybe it doesn't fit or perhaps it isn't quite what you wanted. Don't panic as it's all easily fixable. Just follow the directions below and we will swap it, upgrade it, or give you store credit - It is your choice. We hope this gives you peace of mind while shopping with Karibou.

Exchanges

New Zealand and Australia

Got the wrong size? Not to worry. We offer a one-time FREE delivery on the same item in a different size to all our New Zealand and Australian customers on all non-sale items. 

This means that if the item doesn't fit your little darling perfectly, just send it back and will send you the same item in another size. And if you live in New Zealand we will cover the cost of the return shipping. Sorry, we are not yet able to offer free returns for our Australian customers. Simply return the item(s) via a postal our courier service most convenient to you. 

Please note we don't offer exchanges or returns on sale items, so please choose carefully.

All Other Countries

For exchanges made outside of New Zealand or Australia, sadly we are not yet able to offer free delivery for new items if making an exchange. But we are doing our best to make this happen!

Please note that for any returns or exchanges the purchased items must be in its original new condition and must have all original tags attached. 

If you are outside of New Zealand and wish to make a return you are able to do so at your cost within 14 days for receipt of your purchase. 

Returns

Not happy with your purchased item for any reason? Simply send it back by which ever mail service is easiest for you and we will issue you store credit or send you a replacement item. 

We cover the return shipping in NZ only on exchange items, not on returns, unless there is a fault with the product purchased. 

Please Note: We no longer offer refunds, but with the store credit we know that you will be able to find something else that you will like.

We do not refund original shipping costs in the scenario that you do require a refund. 

For any returns or exchanges the purchased items must be in its original new condition and must have all original tags attached. 

All items must be returned within 14 days of their receipt.

Please note we don't offer exchanges or returns on sale items, so please choose carefully. 

How To Return An Item when Making an Exchange - Within NZ

Your item must be in its original packaging and in an unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 14 days of your receipt of purchase.

For non-sale items simply email us on contact@karibou.co.nz and we will issue you a pre-paid return pack. You will be given a number to call a courier who will come pick up from your home or business.

How To Return An Item - All Other Countries

Your item must be in its original packaging and in an unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 14 days of receipt of your purchase.

1. Please email support@karibou.co.nz and let us know that you would like to make a return. 

Mail your unwanted item to: 

Karibou

2A/51 William Pickering Drive
Rosedale, Auckland 0632
New Zealand


2. As soon as your item is received by us we will issue you store credit, or send you an exchange if requested.

Return Exceptions

Unfortunately some items can not be returned if the packaging has been opened, these include:

  • Merchandise that has been worn, used, or altered in any way will not be accepted for return or exchange.
  • All swimwear, hosiery, underwear, and bloomers that are not worn on top of underwear or nappies.
  • Clearance or sale items cannot be returned for exchange or refund. 
  • We will meet our obligations under the New Zealand Consumers guarantee act 1993 

Returns Shipping Fee

We do not refund the original shipping and handling fees that either you have paid or we have incurred in processing and sending your order. This means that even if your order value has reached sufficient value to be eligible for free shipping this actual shipping cost will be deducted from any refund. The exceptions to this is if there is a confirmed manufacturer warranty issue or if an error has been made with your order in which case we will either arrange to have the goods collected or alternatively reimburse you the return shipping cost.