Ready to start a return?

Fill out our Contact Form and our Customer Care team will send you the next steps.
START A RETURN

How to return or exchange

GET IN TOUCH

Submit our contact form within 14 days of receiving your parcel, with your order number and whether you would like store credit or an exchange.

PACK IT UP

Return the piece unworn, undamaged, in its original packaging with all tags attached, along with the care card.

WE TAKE IT FROM THERE

Once received and checked, we issue your store credit or process your exchange. Refunds are only offered if an item is faulty and cannot be replaced.

Return & Exchange FAQ
Non-Returnable items

Unfortunately, we cannot accept returns under the following conditions (no exceptions):

  • Items purchased on sale or during a promotional event.
  • Earrings (due to hygiene regulations).
  • Custom-made pieces.
  • Gift cards.
  • Items that have been worn or altered.
  • Outside the 14-days return period.

** Please choose carefully — we do not offer refunds unless an item is faulty and cannot be replaced.
Exchanges

You may exchange your item for one of equal or greater value. If your new item is priced higher, the difference can be paid via our Customer Care team. Original order value or store credit cannot be applied to shipping costs. Orders placed during a sale are not eligible for exchange, except for same-style ring size exchanges.

We do not offer in-person exchanges or returns due to privacy and security reasons — all returns must be sent via a courier company, and any parcels not sent this way will be rejected. Items may be exchanged once; items already exchanged are ineligible for a second return.
Can I cancel or change my order?

We process orders quickly, so once your order is confirmed, we cannot guarantee any changes. If your order hasn’t been shipped yet, you can request store credit instead of cancellation. If your order has already been dispatched, we are unable to make any changes.

To request a cancellation, contact our Customer Care team at hello@byeight.co.nz as soon as possible.
What should I do if my item is faulty?

We stand by the quality of our products. If you receive a faulty item, please fill out our contact form or email us at hello@byeight.co.nz within 3 days of receiving your parcel, including your order number and clear photos of the fault, so we can arrange a replacement. If your item is repairable, we will provide a prepaid shipping label to return the item to us. Refunds will only be issued if the item is faulty and cannot be replaced.

If you choose to return your piece and it is found not to be faulty upon inspection, return shipping will be at your discretion and expense.

What is not considered a fault:

  • Wear & tear, including fading plating, scratches, or discolouration from exposure to chemicals;
  • Chipped, cracked, or broken pearls, shells or gemstones due to mishandling;
  • Earrings that become loose over time (see our Jewellery Care page for adjusting tips);
  • Allergic reactions to metals or materials (please check materials before purchasing);
  • Slight differences in colour or plating shades;
  • Colour variations due to screen display differences — the product images on our website are the most accurate reference.
What is the return process?
  1. Submit a contact form — Complete our contact form with your order number and the name of the item(s) you wish to return. We will email you the next steps, aiming to get back to you within 48 hours (excluding weekends & public holidays).
  2. Check your items — Ensure all items are in perfect condition. Returns cannot be accepted if items have been worn, tampered with, or damaged in any way.
  3. Ship your parcel — Use the address provided in our email to send back your return. We recommend a trackable shipping method, as we are not responsible for lost or damaged returns; returns cannot be processed until they have been successfully delivered to us.
  4. Receive your store credit or exchange — Once we receive your return, we will issue store credit as an online code, valid for 12 months, excluding shipping costs. If exchanging, you will be required to cover the cost of shipping for the new item to be sent back to you, and we will provide tracking details once your exchange has been dispatched.