NEW
EASY RETURNS
- From Monday the 18th of November, we have extended our returns period to 45 days from delivery to accommodate Christmas purchases!
- $6.95 return label for store credits, this will be deducted from your credit total
- If you opt for a refund, a flat rate of $12.95 will be deducted from your refunded amount to cover the return shipping
- Your store credit or refund will be processed as soon as your return parcel is scanned as "in transit" by NZ Post
START YOUR RETURN
1. Find your order number
Log in to your account or check your order confirmation email -
it will look something like this: NZ123456
2. Choose your return option
Pick which return option suits you best from the four below
YOUR RETURN OPTIONS
Store Credit
Valid for 3 years
$6.95 return label
Pre-paid shipping label provided
HOW IT WORKS
When you submit your return, you’ll receive a pre-paid label to download and send your items back.
$6.95 will be deducted from your total return amount to cover the cost of that shipping label.
Your online store credit will be issued as soon as your return parcel is scanned as ‘in transit’ by NZ Post.
The sooner you pop your return in the mail, the faster you’ll receive your store credit!
Online store credits are valid for 3 years and can be used store wide.
Standard Refund
Refund issued once scanned as in transit
$12.95 return label
Deducted from the refund amount
HOW IT WORKS
When you submit your return, you’ll receive a pre- paid label to download and send your items back.
$12.95 will be deducted from your total return amount to cover the cost of that shipping label.
Your refund will be issued as soon as your return parcel is scanned as ‘in transit’ by NZ Post.
The sooner you pop your return in the mail, the faster you’ll receive your refund!
Store Credit
Valid for three years to use site-wide
$6.95 return label
Pre-paid shipping label provided
HOW IT WORKS
When you submit your return, you’ll receive a pre paid label to download and send your items back.
$6.95 will be deducted from your total return amount to cover shipping.
Online store credit will be issued as soon as your return parcel is scanned as ‘in transit’ by NZ Post.
Online store credits are valid for 3 years and can be used store wide.
Standard Refund
Refund issued once scanned in transit
$12.95 return label
Deducted from the refund amount
HOW IT WORKS
When you submit your return, you’ll receive a pre paid label to download and send your items back.
$12.95 will be deducted from your total return amount to cover shipping.
Your refund will be issued as soon as your return parcel is scanned as ‘in transit’ by NZ Post.
POST YOUR RETURN
- Have a printer
- Don't have a printer
1.
Print Your Label
Print the NZ Post label that is generated through our returns portal when you submit your return
2.
Stick Your Label
Affix your new shipping label to the outside of your parcel
3.
Drop Off
Drop your return parcel in your local NZ Post box at a time that suits you or at the post office
1.
Download Your Label
You will receive a copy of the NZ Post shipping label that is generated through our returns portal by email (at the last step)
2.
Print & Send at NZ Post
Show the email containing the shipping label on your phone or IPad at the post office counter. They will scan it, print it and post it for you!
Have a printer
1.
Print Your Label
Print the NZ Post label that is generated through our returns portal when you submit your return
2.
Stick your Label
Affix your new shipping label to the outside of your parcel
3.
Drop Off
Drop your return parcel in your local NZ Post box or at the post office
Don't have a printer
1.
Download Your Label
You will receive a copy of the NZ Post shipping label that is generated through our returns portal by email (at the last step)
2.
Print & Send at Australia Post
Show the email containing the shipping label on your phone or IPad at the post office counter. They will scan it, print it and post it for you!
RETURNS POLICY
Shopping online should be as trouble free as shopping in store. For this reason, our Returns Policy is super simple:
- From Monday the 18th of November, we have extended our returns period to 45 days from delivery to accommodate Christmas purchases!
-
Everything you buy on our site is eligible for return except these few items:
- FINAL SALE styles (these styles are marked with a FINAL SALE tag on the collection page and have a was and now price on the product page)
- Earrings
- Swimwear missing its hygiene sticker
- Underwear
- Beauty, tanning and cosmetic products
- Free gifts with purchase
Returns will only be accepted if items are in their original condition - this means unworn and unwashed with tags intact. We reserve the right to refuse your return if it arrives in an a condition which does not meet our returns policy.
There are very rare instances where you may have received a faulty or incorrectly barcoded product - contact us directly if you have experienced this and we can organise a reply paid label for your return.
FAQS
Returns & Exchanges
Do you offer free returns?
Not right now. We never say never, but for now, return labels cost $12.95 if you opt for a refund or $6.95 if you opt for store credit.
I want to exchange and I only have the option of a refund. Why is that?
One day, we hope to offer exchanges to our international customers, however the cost to facilitate the exchange is too much for a small, growing business. You can order your new item soon as your return parcel is scanned as "in transit" by NZ Post and store credit is issued.
I want to return something that is outside of the 30 days returns period and the items aren't showing up as ineligible for return. What do I do?
While our Online Returns Portal strictly enforces the 30 day returns period, we are a little more understanding. Reach out to our team via phone, email, live chat or DM with your order number and reason for return extension. We can't make promises, but we're pretty well known for our fabulous service.
I want to make a return but the items are from multiple orders. What do I do?
The Online Returns Portal will only allow you to submit a return, one order at a time. Reach out to our team if you would like assistance with submitting a return for multiple orders.
I submitted a return but I forgot to use the return label you gave me. What happens if I sent a return back using a different label?
Best to avoid this. It slows the process down, BUT if you have sent your return back to us using a different label to the one we issued, you will still receive your refund, online credit or exchange, it will take an additional few weeks as the process will no longer be automated and we'll have to wait for your package to make its way back to us in Australia.
I purchased from your Brisbane store, but can't make it to the store to return it. Can I do it online?
You sure can! If you need any help, simply contact our lovely Customer Experience Team via live chat (bottom left of the page), by email or over the phone. We will be able to help you lodge a return through our online returns portal and print a pre-paid shipping label, we'll just need your email address.
Faulty Items
How do I return something that's faulty and outside of the 30 day return period?
Reach out to our team via email, phone, live chat or DM - we will simply need to see images of the fault in order to initiate a return. Don't fret our team will take you through the process once you make contact.
Discounted Items
How do I tell the difference between a Final Sale item and a 40% Off Last Sizes sale item?
Our Last Sizes collection shows the full price of the item, with the 40% Off discount added automatically at the checkout. The discount is reflected as an overlay on the image. These styles can be returned like any other items.
Final Sale clearance items feature a red FINAL SALE overlay on the product image and feature a was and now price on the product info page. Final Sale clearance styles will show up greyed out, ineligible for return on the Online Returns Portal.
STILL NEED HELP?
Contact our friendly Customer Service team who can assist with any of your queries.
Or hit the LIVE CHAT button in the bottom left of the website.
