FAQ

FAQ

All your burning questions about shipping, payment, returns, faulty goods etc are here!
These all apply to online purchases, if you purchased your item in store please get in touch with your question.

All products prices are shown in New Zealand dollars. 
You can pay via 3 payment options online.

• Paypal. You don't need a Paypal account to use Paypal, just your handy dandy Credit card!
Visit www.paypal.com for more information.

• POLI Internet banking. This is a non-credit card based bank transfer option. For those who don't have a credit card or don't fancy using Paypal. 
Visit www.polipay.co.nz for more information.

• LAYBUY. Laybuy is handy payment option that splits the total cost of your order into 6 payments paid over 6 weeks and you get the item right away! There are no extra costs to you to use this service.
Please note that we do not offer refunds for change of mind when a purchase is made via Laybuy. We will gladly exchange for another item.
Visit www.laybuy.com for more information.

We have a bunch of options for you to choose from!

You can find full details on our shipping information right here.

We want to you be super happy with the goodies you have ordered, BUT from time to time something may arrive and it is not quite what you had hoped for.

Use this checklist to see if your item/s are a.ok to return for an exchange, store credit or refund.

• I’m returning the item within 7 days.

• All original tags are on or packaging is intact Item is brand new and unworn/unused.

• Not a sale item.

If you have said 'yes!' to all of the above then we will be happy to exchange it.

PLEASE NOTE:

• Be sure to email us beforehand so we can organise the exchange.

• MFP does not take responsibility for any items lost in the process of returning to us. So make sure your item is tracked.  Until it is returned to us it is your responsibility, so track that parcel!

• Return shipping costs are to be covered by the customer. 

• If you are exchanging for another item/size we will happily cover the shipping cost for 1 exchange. Any further shipping costs related to the original purchase the customer will need to cover. 

• If you are returning an international item and you received free shipping, the cost of shipping will be deducted from your refund. 

• Please do not place another order for the item you would like to exchange it to, we will organise this for you via email or phone.

We want to you be super happy with the goodies you have ordered, BUT from time to time something may arrive and it is not quite what you had hoped for.

Use this checklist to see if your item/s are a.ok to return for an exchange, store credit or refund.

• I’m returning the item within 7 days.

• All original tags are on or packaging is intact Item is brand new and unworn/unused.

• Not a sale item.

• Item was not purchased with LAYBUY finance.

If you have said 'yes!' to all of the above then we will be happy to refund you.

PLEASE NOTE:

• MFP does not take responsibility for any items lost in the process of returning to us. So make sure your item is tracked.  Until it is returned to us it is your responsibility, so track that parcel!

• Return shipping costs are to be covered by the customer. 

• If you are returning an international item and you received free shipping, the cost of shipping will be deducted from your refund. 

• Be sure to email us to check that we can do a refund.

All sale/discounted purchases are final.

This means no exchanges, credits or refunds unless it has been assessed as faulty.
If you purchased an item that was discounted but you have since changed your mind, we are super sorry, but it was priced to move and you may need to try selling it on or gifting to a lucky pal!

If your parcel arrives with any damaged items in it please email (cubast@madamefancypants.com) as soon as you receive it and let us know the situation.

• We may need your order sent back to us for assessment.

• You must include ALL packaging including courier bag/post wrapping when returning a faulty item, this is considered part of your order.

• If an item has a manufacturing fault we will either fix or replace according to the consumers act. This does not apply if the item is damaged due to regular wear and tear.

• If the item is not repairable and we have a replacement available it will be sent to you at no charge. In the event that we cannot supply a replacement, we will offer you credit or a refund.

Send it back to MFP via a track & trace method to:

Madame Fancy Pants
225 Cuba Street
Wellington 6011
New Zealand
Please note that MFP does not take responsibility for any items lost in the process of returning to us. So make sure your item is tracked. Until it is returned to us it is your responsibility, so track that parcel!

If you are purchasing a gift and think that you might want to include an exchange card just in case the gift is not right. Make a note in the check out notes section that you require an exchange card and we will include an exchange card for 1 month from the date of the order.

PLEASE NOTE:

Excludes adult clothing - 7 day exchange applies.

Excludes sale items.

We sure can! We love to wrap (not rap - please don't ask us to rap)

Just select the gift wrap option in the check out and write any wrapping requirements in the notes section.

Items listed online are also available at our Cuba Street store, from time to time, in a total eclipse of the sun, an item may sell at the same time as your order online is submitted.
If any ordered items are not available you will be notified immediately via email, we will try and locate one within an acceptable time frame or you are given the option to choose another item or cancel your order and be refunded in the manner you paid for it.

MFP will sometimes list a collection of items for pre-order so you can avoid missing out on that lust-worthy piece.
Orders are paid for and processed like a normal sale, however, the full order (including other items in the order) will be posted once MFP receives the order in store. We endeavor to provide accurate delivery dates for all pre-orders and promise to keep you updated on any delivery delays or production changes. You will be notified once your order has arrived and has been dispatched.

• If in the unlikely event we do not receive the item you have ordered from the designer, we will offer you a full refund or exchange if you prefer.

• If you cancel your order prior to delivery you will be offered store credit.

• If the order does not arrive by the expected delivery date given then you may cancel with a full refund.

Once the item has been shipped the returns and exchanges policy is as per usual orders.

Full priced purchases at MFP get you royalty points! You buy sweet things = get rewarded = yay!
Check out over here for the full details.

By golly gosh no!
Online payments are handled via reputable sites such as Paypal, POLI and LAYBUY so all your details are kept safe and secure away from prying eyes, once we have processed it your details they will be securely stored and not sold to any third party.
If you make a phone/email credit card payment these details will be destroyed once your order has been processed.

Come on over and visit! We'd sure love to see you!

225 Cuba St, Te Aro 6011 Wellington, New Zealand

Our opening hours are:
M 11:00 -5:00 / T 10:00 - 6:00 / W 10:00 - 6:00 / T 10:00 - 6:00 / F 10:00 - 6:00

S 10:00 - 5:00 / S 10:00 - 4:00