Returns
Can I return my order for a refund?
Yes - if you change your mind, simply let us know within five working days of receiving your goods. As of 1st Feb 2026, change-of-mind returns notified within this timeframe will be issued as store credit only. We do not offer store credit or refunds for change-of-mind returns outside this period. See Terms & Conditions, section 11, for more information.
Store credit does not include delivery and handling charges, or any duties, taxes, or customs fees applied on arrival, as these are non-refundable.
Please return your package (including your receipt) to:Attn: Returns,
Mountain Jade,
43 Depot Street,
Rotorua,
New ZealandFor your protection, we strongly recommend that you return your order using an insured mail service and keep the receipt for your records. We are not responsible for lost return shipments.Your rights under the Consumer Guarantees Act are not affected. If an item is faulty or not as described, the appropriate remedies under the Act, including a refund where required, will apply. Refunds under the Consumer Guarantees Act can only be made to the original method of payment (e.g if you paid with Afterpay, we can only refund to Afterpay). We cannot refund to a different payment method.EARRINGSUnfortunately, for hygiene reasons, we cannot accept returns of earrings if you change your mind, so please chose carefully. For our in store returns policy, please contact the store where you made the purchase and they will be able to assist you.OVERSEAS ORDERS OVER $1000:When an item of a value greater than NZD $1000 is returned to us, we are charged an Import Entry Fee of $55.71 by New Zealand Customs. Be mindful that we pass this fee onto yourselves, when we refund you for this item. Therefore your refund will be the cost of goods paid, less this fee and any postage costs.REFUSING DELIVERY OF ITEM OR NOT PAYING CUSTOMS FEESOrders that are not claimed at customs - or refused at shipping address by yourself or the recipient of the parcel - will be returned to us at the customer’s expense, with any refund we later issue, deducting both:
1) The cost of return postage to ourselves. This figure is set by the shipping agent, and comes with a minimum fee of $50.
2) Our own admin and restocking fee at $50.
Mountain Jade and/or the shipping provider (ie. DHL) will attempt to contact you, prior to this happening. However if we receive no response after a number of attempts, be advised of this outcome.
Your partial refund will not be issued until the items have arrived back with us, in the same condition.