Customer Support

For inquiries, please email us at info@iida-store.com

Order Processing

In-stock pieces ship within 2–3 business days.

Once your order is dispatched, you will receive a confirmation email with tracking details.

Shipping

We ship all orders from New Zealand.

At checkout, you can select your preferred shipping method:

• NZ Post – domestic only
• DHL Express – domestic and international

Shipping rates and delivery times are calculated at checkout.

Delivery & Responsibility

If you choose no signature required, the parcel may be left at the delivery address without handover.

We are not responsible for lost, stolen, or unclaimed packages.

If you want added security, we strongly recommend choosing the signature required option at checkout.

International Duties, Taxes & Fees

Import duties, taxes, and customs fees are not included at checkout. These charges vary by country and are the responsibility of the customer.

We recommend checking your country’s import regulations before placing an order so you are aware of any additional costs required to receive your package.

Responsibility & Returned Parcels

If a parcel is returned to us due to unpaid duties, taxes, or refusal of delivery, the order will be refunded minus a 30% restocking fee and any return charges applied by the carrier.

Shipping costs are non-refundable.

If you would like the order re-sent, a new order must be placed.

Returns

We accept returns within 14 days of delivery on eligible items.

To qualify for a return, items must be:

• Unworn and unused
• In original packaging
• In the same condition as received

Due to hygiene reasons, we do not accept returns or refunds on earrings.

Returns that do not meet our criteria may be refused.

Customers are responsible for return shipping costs and we recommend using a tracked and insured service, as we cannot accept responsibility for lost parcels.

How to initiate a Return

1. Email us at info@iida-store.com with the subject line: “Return + Order #”
2. Once approved, ship the item back within the 14-day return window
3. Once we receive the item, please allow 3–4 business days for your refund to be processed

Please note that shipping fees are non-refundable

Exchanges

If you would like to exchange an item, please follow the return process and place a new order.

Exchanges are only accepted on eligible items and do not apply to earrings, custom pieces, or sale items.

If your item arrived damaged, please contact us within 24 hours of delivery with photos and we will assist you.

Warranty

We offer a 3-month warranty covering manufacturing faults and repairs required under normal wear.

If a piece shows signs of misuse, accidental damage, or improper care, repairs can still be made, but fees will apply.

Customers are responsible for all shipping costs related to warranty claims.

Natural wear on pieces (e.g. fading or discolouration) is not considered a manufacturing fault.