Returns  

New Zealand and International Customers

All sales are final and we are unable to accept returns if you change your mind. Refunds, including courier/shipping charges, are only provided if the order is incorrect or the goods are faulty and you comply with our requirements below.

Faulty and incorrect items 

If your item is faulty or does not correspond with the item you viewed and ordered on our online store, you may return it for a refund, or exchange for a replacement item.

How to return a faulty or incorrect item 

We must be notified via email within 3 days of receipt of the item purchased.  

Please tell us the reason you would like to return, replace, or refund an item.   

Please include a photo if a fault is visible. In the case of a faulty or broken item our staff will advise you on the next steps.  For all other returns, items must be returned in their original condition and/or packaging.   

If you are returning an item, take care re-packing your item; you are responsible for the product and the cost to courier/ship back to us.   

Courier/shipping costs for the return of faulty or incorrect items will be refunded.  
Please note that taxes, duties, tariffs and other import-related fees paid by customers are non-refundable and cannot be reimbursed by us.

We will send you an email confirmation when we receive the returned item.

  Send your returns to:  

Auckland Museum Store, Loading Dock, Maunsell Road, Parnell, Auckland 1010. 

Once we have received the item, you can expect your request to be actioned within 30 days of receipt. 

European Union (EU) Customers

 Faulty and incorrect items 

If your item is faulty or does not correspond with the item you viewed and ordered on our online store, you may return it for a refund, or exchange for a replacement item.

How to return a faulty or incorrect item 

We must be notified via email within 3 days of receipt of the item purchased.  

Please tell us the reason you would like to return, replace, or refund an item.   

Please include a photo if a fault is visible. In the case of a faulty or broken item our staff will advise you on the next steps.  For all other returns, items must be returned in their original condition and/or packaging.   

If you are returning an item, take care re-packing your item; you are responsible for the product and the cost to courier/ship back to us.   

Courier/shipping costs for the return of faulty or incorrect items will be refunded.  
Please note that taxes, duties, tariffs and other import-related fees paid by customers are non-refundable and cannot be reimbursed by us.

We will send you an email confirmation when we receive the returned item.

Send your returns to:  

Auckland Museum Store, Loading Dock, Maunsell Road, Parnell, Auckland 1010. 

Once we have received the item, you can expect your request to be actioned within 30 days of receipt. 

EU Right of withdrawal

You have the right to cancel the contract within 14 days of receiving your product(s). 14 days begins on the day after the product(s) delivered to you.  The receipt date must match the proof of delivery, such as the courier’s tracking records.

If you exercise this right, you will be entitled to a full refund.
Please note that taxes, duties, tariffs and other import-related fees paid by customers are non-refundable and cannot be reimbursed by us.

To cancel your contract, please send your request through this EU Right of withdrawal form.  Once we receive your request, you will receive an acknowledgement of receipt by email.

You must return the product(s) to us no later than 14 days from the date on which you notified us of your decision to cancel the contract.

All costs associated with returning the product(s) will be at your expense.
All items must be returned in their original condition and/or packaging.  

When returning products, please take care re-packing your item. For your protection, we recommend using a tracked delivery service.

Once we have received the returned product(s) or proof of delivery, we will process your refund using the same payment method used for the original purchase.

If the product returned in a condition that reduces its value, we may deduct an appropriate amount from your refund.