Exchanges

Exchange Process

At Lakai, we strive to ensure our customers are fully satisfied with their purchases. If you’re looking to exchange an item, we’re here to make the process as smooth as possible.

How to Exchange an Item:

  1. Contact Us: Reach out to our customer service team at sales@lakai.co.nz within 30 days of receiving your order. Please provide your order number and details of the item you wish to exchange. We will provide you with a ‘RA’ Number which you will need from us before proceeding with the next steps.
  2. Prepare Your Item: Ensure the item is in its original condition with all tags and packaging intact. We cannot accept exchanges for items that have been worn, used, or altered.
  3. Ship the Item: Send the item back to us using a trackable shipping method.
    You must send your return to the following address:
    Lakai Returns c/o DSV,
    19 Landing Drive,
    Māngere, Auckland,
    2022, NZ
    You will be responsible for the shipping costs. We recommend keeping the tracking number for your records. Add sender details and RA number to the packaging.
  4. Processing Your Exchange: Once we receive your item, we will inspect it to ensure it meets our exchange criteria. If approved, we will process your exchange and send you the new item within 7 business days. You will receive an email confirmation once your exchange has been shipped.

Important Information:

  • Exchanges are subject to stock availability. If the item you wish to exchange is no longer available, we will offer a store credit or refund.
  • If a sale item is marked ‘Final Sale’, it cannot be exchanged or returned, unless faulty.
  • International Exchanges: For customers outside New Zealand, please note that you are responsible for any customs duties or taxes that may apply.

Commitment to the Consumer Guarantees Act

At Lakai, we stand behind the quality of our products and are committed to meeting our obligations under the New Zealand Consumer Guarantees Act 1993. This means that our goods come with guarantees that cannot be excluded under New Zealand law. If any product you purchase from us fails to meet the guarantees outlined in the Act, you are entitled to a replacement, repair, or refund. Our team is dedicated to ensuring that your rights as a consumer are upheld and that you receive the highest level of customer service.

For any questions or assistance, please contact our customer service team at sales@lakai.co.nz. We’re here to help!

Email: sales@lakai.co.nz
Phone: 04 555 0408