Refund policy
Last updated: 4 April 2025
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@lovegodbig.co.nz. Please note that returns will need to be sent to the following address: 12 Honour Road, Papakura, Auckland, New Zealand 2110
After we receive your return request, you will need to purchase a shipping parcel bag. Please check our website as it contains instructions on how and where to send back your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@lovegodbig.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will not accept/approve a return or exchange on damaged products.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Sale items
We do not offer returns on products that were purchased during a sale. No returns are eligible on Final Sale items. An exchange can be done, however, we cannot guarantee we have the size and colour in-stock at the time of exchange request. We highly recommend you double check sizing using our size charts before purchasing any items on sale.
Exchanges
The fastest way to exchange your item is to log into your Customer Account on our website and click Self-Serve Returns at https://account.lovegodbig.co.nz. We will let you know once the return is approved and a refund is processing. Please either email us info@lovegodbig.co.nz or mention in your return request the item you are wanting to exchange for.
International orders: Import taxes & Custom duties
For international orders, import duties, customs fees and local sales taxes (levies) may be charged to you by your destination country’s authorities, depending upon the laws and regulations of that country. LOVE GOD BIG is not responsible for custom duty charges. Payment of these levies will be necessary to release the order from customs on arrival. Please note that any orders returned due to unpaid customs will not be refunded.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lovegodbig.co.nz.