Refund policy
Returns Policy: Online Purchases
Karen Walker Conditions of Return
Before submitting your return form, please ensure the following return conditions are met:
- All returns must be delivered to us within 14 days from your delivery date.
- Returned garments must be in their original condition: unaltered, unworn, and unwashed, with all tags attached.
- Footwear must be unworn with no scuffing or signs of wear and be returned in their original box.
- Only items directly purchased from karenwalker.com are eligible for return; items bought from physical stores, Karen Walker stockists, or The Market will not be accepted.
- Karen Walker Jewellery is not eligible for return or a refund due to health and safety reasons.
- Perfume is not eligible for return or a refund due to health and safety reasons.
- Sale purchases are not eligible for a refund or store credit.
Returns that do not meet the above criteria will be declined and sent back at the customer's cost.
Full Priced Items
Full priced returns are eligible for a full refund to the original payment method or store credit, within our return period.
Sale Items
Sale purchases are final and not eligible for return or exchange so please choose carefully.
Exchanges
Regrettably, we're unable to facilitate exchanges for online purchases. Please initiate a return within our specified return period for a refund or store credit and proceed to purchase your desired size or style from our website. Alternatively, you are welcome to exchange your order at one of our physical Karen Walker stores, subject to stock availability.
Return Shipping Costs
Please register your return here: Karen Walker
If you're unable to complete our online returns form, please include your order details and your reason for return noted inside your parcel.
Returns by Post
Please carefully package your return as goods damaged in transit will not receive a refund or credit.
Please courier your return to the below address with the order number referenced clearly on the outside of the parcel:
Karen Walker Online
20-24 Crummer Road
Grey Lynn, 1021
Auckland
New Zealand
Returns to a Karen Walker Store
Auckland based customers are welcome to drop their returns at Karen Walker Newmarket, Britomart or Ponsonby. Returns at Karen Walker Wellington are unable to be accepted. Please note that our stores serve as drop-off points, and your return will be forwarded to our Online team who will issue your refund within five working days upon receipt.
Returns Policy: In-Store Purchases
Credits and Exchanges
Purchases made in store will be considered for credit or exchange due to change-of-mind within seven days of purchase.
Items being requested for credit or exchange must have proof of purchase from a Karen Walker store. Only items directly purchased from karenwalker.com or from Karen Walker stores will be considered for credit or exchange.
Items being requested for credit or exchange, including those with exchange cards, must be in their original condition: unaltered, unworn, and unwashed, with all tags attached and original packaging included.
Karen Walker Jewellery may not be returned for credit or exchange due to change-of-mind unless it has an accompanying exchange card.
Fragrance may not be returned for credit or exchange due to change-of-mind unless it has an accompanying exchange card and is unopened.
Specially ordered items may not be returned for credit or exchange unless they are faulty.
Sale items may not be returned for credit or exchange unless they have a fault not declared at the time of purchase.
Credits and exchanges for items with gift exchange cards will be issued within the timeframe set out on the exchange card.
Refunds
Purchases made will not be considered for return for refund unless they are faulty. Sale items may not be returned for refund unless they have a fault not declared at the time of purchase. Refunds on faulty goods will be considered in accordance with relevant legislation.
Returns will not be accepted if care instructions have not been followed; fault is due to wear and tear and/or warranty period has expired.
Items being requested for refund must have proof of purchase from a Karen Walker store. Only items directly purchased from karenwalker.com or from Karen Walker stores will be considered for refund.