TERMS & CONDITIONS

CUSTOMER SERVICE

If you need help with your order or a query you can contact us during the following business hours:

  • MONDAY-FRIDAY
  • 9AM - 5PM
  • warehouse@studio23.co.nz

*We will endeavour to get back to you within 24 hours of receiving your query (during our business hours noted above).

SPECIAL RELEASE TERMS AND CONDITIONS

  • All sales are final, we do not accept returns on Limited release product
  • All products are signature required only
  • Orders cannot be cancelled once placed

CANCELLATION POLICY

Once you have placed an order you are unable to cancel it. If there is any issue with your order or you have made a mistake please email warehouse@studio.co.nz and we will be able to help you.

INTERNATIONAL DELIVERIES

We use NZ Post for all of our international deliveries and charge a flat rate fee depending on where you are in the world - please see our Shipping & Payment page for these rates.

The Palace is not responsible for any extra charges, duties or taxes incurred at the receivers end. This can vary depending on the country, please contact your local Customs office if you are unsure if your parcel will incurr these fees.

Also note some international orders may be subject to customs clearance procedures which may cause delays beyond the expected delivery times we have listed above, The Palace is not responsible for these delays.

All international purchases are final.

We suggest when you receive your tracking details, to give NZ Post a call if you are in doubt +64 9 367 9710

SUSPECTED PRODUCT DEFECT

If your item is suspected to be defective or contain a manufacturing flaw, we may ask for some images of the issue incase we can rectify any problem or assess over email. If this is not possible then we will send you a pre-paid bag so you may return the item to us for a physical assessment.

We stand 100% behind all products that we sell and we do have a "Quality Control" step in place where our Web Sales Team carefully check all items are free of any workmanship flaw prior to reaching our packing/Shipping Stage.

Please note before contacting us - If your product has been mistreated/misused, exposed to water/heat in a way it was not designed for, has been subjected to a sharp object or abrasive surface, excessive force OR also in the case of apparel items: that care instructions that apply to the garment have not been followed (ie: may need to be hand-washed or not be suitable to use in a dryer) then your claim may not be approved nor deemed to have a genuine manufacturing fault.

We are happy to answer any questions you have and are also able to put you in touch directly with the brand representative of the item in question should you wish to chat with them on any product query.