Returns and exchanges policy

If you're not happy with your purchase for any reason, please get in touch as soon as you can – we're always glad to help.

Refunds (for faulty items)
We only provide refunds where an item is faulty. Change-of-mind purchases are not eligible for a refund. For a minor fault we'll usually repair or replace the item. Where a fault is serious, you're entitled to choose a refund, replacement, or repair, and refunds are made to your original payment method. If a replacement is no longer available, we'll offer you a store credit or refund.

Exchanges & store credit
We're happy to accept change-of-mind returns on full-priced items for an exchange or store credit – including things like the wrong size or a gift that wasn't quite right – provided the goods are in their original condition: unopened, unworn, unused, and in their original saleable packaging. Exchanges are subject to availability, and store credit will be offered as an alternative.

Items we can't accept returns on
For hygiene reasons, we're unable to accept change-of-mind returns on pantry items or beauty & skincare products. This doesn't affect your rights if such an item is faulty or expired at the time of purchase – just get in touch and we'll put it right.

Sale items can't be returned for change of mind, and original shipping and handling charges are non-refundable. Faulty sale items are, of course, still covered.

A note on handmade goods
Many of our goods are handmade, so small blemishes, maker's marks, and slight variations in colour, shape, and size from the website photos are part of their charm (not faults) and aren't eligible for return.

How to arrange a return (change of mind)
To arrange a change-of-mind exchange or store credit, please email us at home@francesnation.co.nz or pop into the store to have a chat in person. Goods must be sent back within seven days of receiving your order, at your own cost. Once we've received your return, we'll either send out your chosen item for exchange or issue your store credit. (This time frame and cost apply to change-of-mind returns only – see below for faulty items.)

Please return to:
Frances Nation
Ground floor, 28 Worcester Street
The Arts Centre, Ōtautahi Christchurch 8013
Aotearoa New Zealand

Damaged in transit
If an item arrives damaged, please contact us and we'll follow it up with our courier.

Out of stock
In the rare event that an item purchased online is out of stock, we'll contact you to arrange a replacement or refund.