Returns & exchanges

We want your Luckora piece to feel right. If something is not quite right, please contact us and we will help you through the next step.

30-day returns and exchanges

You may request a return or exchange within 30 days of receiving your order.

To be eligible, the item must be unworn, unused, in its original condition, and returned with its original packaging and proof of purchase.

How to start a return

Email hello@qibi.co.nz with your order number and the item you would like to return or exchange. Please wait for our return instructions before sending anything back.

Items sent back without first contacting us may not be accepted.

Earrings and hygiene

For hygiene reasons, earrings may not be eligible for change-of-mind returns or exchanges if they have been worn, tried on, or removed from their protective packaging.

Faulty, damaged, or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged, or not what you ordered, contact us as soon as possible with your order number and photos so we can assess the issue and make it right.

Your rights under the New Zealand Consumer Guarantees Act continue to apply. This policy does not limit any remedy you may be entitled to under New Zealand consumer law.

Refunds

Once your return is received and approved, your refund will be issued to your original payment method. Your bank or card provider may take additional time to process the refund.

Return shipping

For change-of-mind returns or exchanges, return shipping costs are usually the customer's responsibility. If the issue is caused by a fault, damage, or an incorrect item, we will work with you on the appropriate remedy.