Refund policy
Returns
We hope every piece you receive becomes a long-loved favourite — chosen with care, made with care, and worth keeping for years.
But if something isn't quite right, here's how we can help.
Your options
– Exchange for a different size — free of charge
– Swap for another item and receive a store credit towards it
– Return for a store credit — valid for 12 months and redeemable on anything in the store
– Return for a refund — return postage is at your own cost
We accept unworn returns and exchanges within 14 days of delivery. Please email us at hello@colourstory.nz with your order number and which option you'd prefer, and we'll take it from there.
Please include a note with your name, order number and reason for return — it genuinely helps us do better.
Refunds and credits are processed within 10 working days of receiving your item back, once it has been checked.
International orders
We can post, but need to quote for international orders. Reach out by email. We do accept returns from international customers — because we think good service shouldn't stop at the border.
Please be aware that return shipping times from overseas can be lengthy, and that return postage is at your own expense. We'd recommend using a tracked service so your parcel doesn't get lost on its way back to us. Once we receive your item, we'll process your store credit or refund within 10 working days.
Please note that international customers are responsible for any customs or tax duties charges incurred on returned parcels.
Faulty or incorrect items
If your order arrives faulty or isn't what you ordered, we'll always make it right — and we'll cover the return postage. Just get in touch within 7 days of receiving your order, and we'll sort it out.
Pre-orders & made-to-order
Because our pieces are made in small batches and often made-to-order, we're unable to accept change-of-mind returns on pre-order items. Please choose carefully — and if you're unsure about sizing or have any questions before you order, just ask. We're happy to help.
Returns are arranged via emailing us.