We're in this together

COVID-19 Store Reopening Update

Keeping our team, customers and community safe


Level 2 restrictions are in place throughout New Zealand. Our Auckland stores are operating normally. Please contact your nearest store for more information.

Store Locator

Due to circumstances beyond our control some opening times may vary

Thank you in advance for helping us to uphold health and safety by:

  • Making use of hand sanitiser provided in stores
  • Observing social distancing guidelines

We look forward to welcoming you in-store once again, and helping you find the perfect piece to treat yourself or to gift!

If you have any questions, or your store is not yet ready to reopen, here are the ways we’re here for you:

Frequently Asked Questions

  • Can I still place an order online?

    You sure can! Website orders are still operating as usual.

    Our Total Love Guarantee is in place as always, and you are still able to return it in line with our 30 day change of mind policy (from the day you receive your order). You can find out more about returns and the process here.

  • How can I have my diamonds inspected as per the Lifetime Diamond Warranty?

    Do you have a diamond which is covered by the Michael Hill Lifetime Diamond Warranty, and your 6-monthly diamond inspection is due between the date your store closed and the date it reopens?

    We are offering an extension of 3 months to have your diamond inspected, from the date your store reopens.

    Your Lifetime Diamond Warranty will continue to be valid, provided you have the diamond inspection done within that 3 month period (and otherwise comply with the standard terms and conditions of the Lifetime Diamond Warranty, which are available here).

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • How can I make a return or get a refund?

    At Michael Hill, we want you to love your purchase. That’s why, on top of your consumer rights, our usual return policy for change of mind is 30 days. However, we understand that in the current circumstances you may need more time.

    For purchases made in New Zealand between 22 February 2020 and the date your local store reopens, we will extend these return times to 30 days from your closest store reopening. As always, all returns will be subject to the requirements of our Change of Mind Policy, which is available here.

    For online orders, our 30 day returns policy applies as usual. You may find out more about this here.

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • What will happen to my special order or repair?

    Currently we have paused special orders and repairs being sent out. Once the piece is complete and stores are opened, it will be sent to your store who will call you when it is ready to collect.

    You can rest assured that your product will stay safely stored with us until it is safe to send.

  • Can I access repairs and services as a part of my Professional Care Plan?

    At this stage all Professional Care Plan services have been paused.

    You may sign up to our newsletter for any future updates relating to this issue - sign up here. Please note that through this you will be opting into all marketing communications, however you may manage your preferences via the link in any email footer.

  • I can't see live chat on the website?

    You will see the live chat icon in the bottom right of your screen. However, this will not appear if there are no customer service representatives available. If this is the case, please contact our team and we will get back to you as soon as possible

  • Cleaning your jewellery

    Due to circumstances beyond our control some opening times may vary

Why order online?

Free shipping

Online Orders

Orders through our website are continuing as normal. If you need any assistance, you can jump on live chat or contact our Customer Service team.

Free shipping

Deliveries

Delivery for online orders is continuing as usual. We are working closely with our delivery partners to ensure you safely receive your products.

30 day returns

Returns

We want you to love your purchase! However if you don't, we are still offering our 30 day change of mind returns policy for online orders. This 30 day period begins from the day you receive your products. Find out more >