Returns and Exchanges

If you need to return items to Identity Solutions Ltd  please ensure you follow the instructions below:

Custom made items are non- returnable and non-refundable. However, if you feel there is a defect, it must be advised to us within 10 days after delivery. Identity Solutions are only liable to replace, if the goods are faulty.

So please ensure that when the sample is sent to you it is exactly what you after, as once the sample is approved, the sale is deemed correct.  If you simply change your mind, we don’t have to provide a refund.

All requests for stock item returns or refunds must be made to Identity Solutions in writing within 10 days of purchase.  Contact details are: or call 0800 285 223.

Returned items must be received in the original condition and must not have been used, or altered. Returned items must still be in the original undamaged packaging.

At the discretion of Identity Solutions, refunds for postage will be issued if goods are faulty or not as described. If the customer deems goods faulty, Identity Solutions will assess the goods and issue a refund accordingly.

Please use the original packing slip  when returning the items.

Our delivery address is:
10 Gordon Road
St Lukes
Auckland, New Zealand 1025