Please contact us if you are unhappy with your order - we strive to keep our customers happy!

Our Lively & Co returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags etc attached.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products/downloadable games
  • Custom or personalised products (see below)
  • Robes
  • Products limited by hygiene standards - straws, food items, balloons, robes - no refund will apply
  • Sale items
  • Delayed delivery beyond our control


We do not offer a return for change of mind. We only replace items if they are defective or damaged.

Returns Policy for custom, personalised items including satin bridal robes

Lively & Co are not able to accept return of items that are customised or personalised unless they are received by you as faulty or damaged.

Customer to please provide evidence of fault and notify us of the issue within 14 days of receiving the item. We reserve the right to refuse a refund request, but we do want you to love the item you received.

Orders that are cancelled or changed once your custom order is being processed or begun will not be refunded. Please choose your sizes carefully – see size measurements are in each listing if you are not sure. If you are in between sizes, we suggest upsizing to the bigger size.

Please provide your letters and names carefully for custom print and stickers as we will print them exactly as you have provided them to us.

If you are unsure of how to order please contact us for advice.

If there is a mistake on our part – such as spelling, we will replace the item.

We do not refund for change of mind.

We do not offer refunds for late delivery of items once they have left our premises.

While we try our very best to ensure your items are delivered in time there are times where this is beyond our control.

To complete your return, we require proof of purchase or evidence of fault within 14 days of purchase.

There are certain situations where refunds will not be granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Laybuy & Afterpay refunds are processed through the providers themselves. If your order was placed via Laybuy or Afterpay - Please refer to their terms and conditions. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

Contact Laybuy & Afterpay for any refund queries.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 76a Smart Road, Glen Avon, New Plymouth, Taranaki NZ 4312.

To return your product, you should mail your product to: 76a Smart Road, Glen Avon, New Plymouth, Taranaki NZ 4312.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service.