Frequently Asked Questions

Returns & Refunds Policy (New Zealand)

(Covers: secondhand, vintage, art, handmade, and upcycled items)

Your Rights Under NZ Law

All purchases are covered by the Consumer Guarantees Act 1993 (CGA). This means customers are entitled to a remedy if a product is:

  • Faulty or damaged

  • Not as described

  • Not fit for purpose

  • Not of acceptable quality

For major issues, customers can choose a refund, replacement, or repair.
For minor issues, the seller may choose the remedy.

These rights cannot be excluded for consumer purchases.

 

Our Store Policy

Secondhand & Vintage Items

Many products are pre-loved, vintage, or one-of-a-kind. Wear and age-related marks are normal and part of the character of the item.

  • All notable flaws or wear are photographed and/or described where possible.

  • Items are still covered by the CGA for undisclosed major faults.

  • We do not accept returns for minor cosmetic wear that was clearly shown or reasonably expected for vintage pieces.

Art, Handmade & Upcycled Products

Our art and upcycled pieces are individually created, and variations in texture, colour, and finish are part of the handmade process.

  • Small imperfections, brush strokes, texture differences, or design variations are not considered faults.

  • If an artwork or upcycled product arrives damaged or with a defect that affects its function or structural integrity, please contact us — this is covered by the CGA.

  • Because these pieces are unique, replacements may not always be possible. In this case, a repair or refund will be offered if the issue falls under the CGA.

Reviewing Photos

We do our best to show each product accurately.
Please review all photos provided, as they form part of the item’s description and show condition, colour, and any unique characteristics. If you have any questions about an item, please get in touch before purchasing — we’re happy to provide extra photos or details.

Change of Mind

No change-of-mind returns:
Please choose carefully. We do not offer returns, exchanges, or refunds for change of mind, especially on:

  • Art

  • Upcycled items

  • Vintage and secondhand pieces

Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described:

  • Contact us within 14 days of receiving the item.

  • Provide photos and a brief description of the issue.

  • We will assess the item under the CGA and offer a repair, replacement, or refund as appropriate.

Return shipping is covered by us where the item is faulty or misdescribed.

Incorrect Item Received

If the wrong item is sent, we will:

  • Cover the return shipping, and

  • Replace it or refund once the incorrect item is returned.

Refund Processing

Approved refunds will be processed within 10 days using the original payment method.
Shipping is refunded only in cases where the product is faulty.

Return Shipping

Customers are responsible for return shipping unless:

  • The item is faulty

  • The wrong item was sent

  • The description was incorrect

Contact

For returns, questions, or concerns, contact:
Email: jenny@jennylatto.com

 

Shipping & Pickups

Parcels are sent within NZ via Pass the Parcel Courier. If you need your item sent to a PO Box please get in touch as the item will need to be sent via NZ post and a quotation given.

Please note all endeavour is made to have the correct costs assoicated with sending your item. However in the case of sending more than one item or if an error has been made you will be requested to pay the difference.

Also if you are rural and do not select rural you will be requested to pay the difference.

Allow 2-3 days processing of your order before it is dispatched.

Delivery:  can take from 5-7 business days.

If you would like a quote for sending overseas please get in touch.

Location for Pickup is Otaua, 5 mins from Waiuku Township (Auckland/Waikato area also known as the Franklin District)

Do you ship your art overseas?

Yes I do please email me at info@jennylatto.com or use the contact tab so we can discuss your requirements.

What payment methods do you offer?

If you are in NZ you can pay by Internet Banking, Paypal or Stripe. If overseas your payment option is Paypal.

Can you tell me about your mixed media art?

I love to create artwork that has a dual purpose. With my mixed media art pieces that use wooden bowls or trays they are then finished with a water based urethane. This allows for the art to have a dual purpose. It can be used solely as a piece of art or to serve food in ( dry foods are best) and then the item can be wiped clean with a damp cloth.

What is Uku Chic?

A previous business was named Uku Chic, Uku = short for Waiuku where I live and Chic = as I identify as female. I sewed a variety of items from kids clothes to adults, swimming bags and so much more. I still love to sew but more of a focus on upcycled items

Repurposed Sewn Items

All fabric/items are washed before use. Every endeavour is made when creating an item to make it without blemish or marks. However, with reused materials due to age and pre-use this is not always possible. If you have any questions please ask as items can not be returned for change of mind.