Terms & Conditions
Last updated: July 2026
Please read these Terms and Conditions carefully before placing an order with Lotte & Belle Co. By purchasing from us, you agree to be bound by these terms in full.
1. About Us
Lotte & Belle Co is a New Zealand-based business selling premium human hair ponytails, accessories, and related products to athletes and customers across New Zealand, Australia, and internationally. We are operated from Auckland, New Zealand.
Contact: hello@lotteandbelleco.com | WhatsApp +64 21 730 632
2. Orders and Payment
All prices are listed in New Zealand Dollars (NZD) unless otherwise stated. We accept payment via all major credit cards and any other payment methods shown at checkout. Payment is processed at the time of order. By placing an order, you confirm that all information provided is accurate and complete.
3. Custom Colour Match Orders — No Returns, No Exchanges
Please read this section carefully before placing a Custom Colour Match order.
Our Custom Colour Match ponytails are bespoke, made-to-order products crafted specifically to your individual hair colour based on photos or videos you provide. Because each Custom Match ponytail is created solely for you and cannot be resold or reused, the following strict conditions apply:
- All Custom Colour Match orders are final. We do not offer returns, refunds, or exchanges on Custom Colour Match ponytails under any circumstances — including colour dissatisfaction, change of mind, or any other reason.
- Colour matching is performed to the best of our ability based on the photos or videos you submit. However, we cannot guarantee an exact colour match due to variables outside our control, including but not limited to: lighting conditions at the time your photo was taken, camera quality, screen display settings, and natural variation in human hair.
- By submitting your photos and placing a Custom Colour Match order, you acknowledge and accept that an exact colour match cannot be guaranteed, and that this is not grounds for a return, refund, or exchange.
- We strongly recommend submitting clear photos taken in natural daylight for the most accurate result. We will always review your photos carefully and contact you before proceeding if we have concerns.
- There are no exceptions to this policy. Custom Colour Match ponytails are manufactured specifically to your order and have no resale value to us.
If you are unsure about your shade, we strongly recommend purchasing a Signature Shade ponytail first, or using our Shade Finder tool before placing a Custom Colour Match order.
4. Signature Ponytails — Returns Within 30 Days
We accept returns on Signature Ponytails within 30 days of the delivery date, provided the item is unused, in its original condition, and in its original packaging.
- We do not accept returns on items that have been worn, styled, or used in any way.
- Return shipping costs are the responsibility of the customer.
- To initiate a return, please contact us at hello@lotteandbelleco.com with your order number and reason for return before sending any item back.
- Refunds will be processed to the original payment method within 5–7 business days of receiving the returned item in acceptable condition.
5. Accessories and Other Products — Returns Within 30 Days
Returns on accessories (brush sets, velvet pouches, fix kits, peg pinning kits, and similar products) are accepted within 30 days of delivery provided items are unused and in original packaging. Due to hygiene reasons, we cannot accept returns on opened or used accessories.
6. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at hello@lotteandbelleco.com with your order number and photos of the issue. We will arrange a replacement or refund at no cost to you.
7. Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash. Gift cards do not expire. Lotte & Belle Co is not responsible for lost or stolen gift card codes.
8. Pre-Loved Ponies
Pre-Loved ponytails are sold as described and are not eligible for return or exchange. Each pre-loved item is carefully inspected and described accurately prior to listing. By purchasing a pre-loved item, you accept it in its described condition.
9. Shipping
We offer free standard shipping to New Zealand and Australia on all orders. International shipping rates and timeframes are shown at checkout. Once your order is dispatched, we cannot be held responsible for delays caused by courier services or customs processing. Risk of loss passes to you upon dispatch. If your order is lost in transit, please contact us and we will work with you to resolve the issue.
10. Consumer Guarantees Act (New Zealand)
Nothing in these Terms and Conditions is intended to limit any rights you may have under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where the Consumer Guarantees Act applies, you may have additional rights that we cannot contract out of. If you are purchasing for business purposes, the Consumer Guarantees Act may not apply to your purchase.
11. Intellectual Property
All content on the Lotte & Belle Co website, including images, text, logos, product designs, and branding, is owned by or licensed to Lotte & Belle Co. You may not use, reproduce, or distribute any of our content without our prior written consent.
12. Limitation of Liability
To the fullest extent permitted by law, Lotte & Belle Co will not be liable for any indirect, incidental, or consequential loss arising from your use of our products or website. Our total liability to you will not exceed the amount paid by you for the relevant order.
13. Privacy
We collect and use your personal information in accordance with our Privacy Policy. We will never sell your data to third parties. By using our website and placing orders, you consent to our collection and use of your information as described in our Privacy Policy.
14. Changes to These Terms
We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated date. Your continued use of our website and purchase of our products after any changes constitutes your acceptance of the updated terms.
15. Governing Law
These Terms and Conditions are governed by the laws of New Zealand. Any disputes will be subject to the exclusive jurisdiction of the New Zealand courts.
16. Contact
If you have any questions about these Terms and Conditions, please contact us:
Email: hello@lotteandbelleco.com
WhatsApp: +64 21 730 632
Instagram: @lotteandbelleco