Because not everything is love at first sight, and that's just fine by us...
- Home returns
It's OK if you didn't love everything you ordered - we still love you!
Returns just got a WHOLE lot easier thanks to our new online returns portal. Lodging a return is now super simple - each time you need to send something back all you need to do is search 'RETURNS' on the site and you'll find yourself here.
There's a step-by-step guide below to show you how to complete a return but it's so easy to do, you'll have it nailed after the first time you try it. And if for any reason you don't, you can always call our Customer Experience team who can help you out over the phone.
- Local Wellington returns address - address will be displayed after your return is booked in.
- Book your return online in under 3 minutes
- Return delivery to be arranged by you via NZ Post or your preferred local courier
- Returns are forwarded from the Wellington depot, to our Australian Warehouse twice weekly. The returns are processed with priority as soon as they land in Oz
Shopping online should be as trouble free as shopping in store. For this reason, our Returns Policy is super simple.
You have 30 whole days from the day you receive your order to decide if it's not quite right and book in your return. Everything you buy on our site is eligible for return except these few - FINAL SALE styles (these styles are marked with a red 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 - unless faulty.
Returns will only be accepted if the item is in its original condition - this means unworn and unwashed with tags in tact. 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 would prefer a refund rather than exchange or credit. We can organise a reply paid label for your refund.
We reserve the right to adjust your return method if your return arrives in an a condition which does not meet our returns policy.
Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Online credits are valid for 3 years. Once your return arrives at our Wellington returns address, it will be sent back to our Australian warehouse for processing. Please allow 5 - 7 business days for your online credit to be processed. We do not credit any original shipping costs.
You know the drill...
Your refund will be processed back onto your original payment method once we've received your return. Once your return arrives at our Wellington returns address, it will be sent back to our Australian warehouse for processing. Please allow 5 - 7 business days for your refund to be processed.
If you’ve paid with AfterPay or Laybuy, any repayments already made will be refunded to your AfterPay or Laybuy account. If you paid with a Credit Card or PayPal, the full amount of the returned items will be refunded to your original account. If you paid with a Gift Card, your refund will be issued back to that gift card. We do not refund any original shipping costs.
Once you've submitted your Online Return, you'll be prompted to pack up your return and pay for the return post.
1. I want to return something that is outside of the 30 day returns period and the items are 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.
2. How do I return something that's faulty and outside of the 30 day returns period?
Reach out to our team via email, phone, live chat or DM. To open up your order back up to submit a return for a faulty item we just need to see images of the fault. Our team will take you through the process once you make contact. We will cover the return shipping cost if after review, we deem an item to be faulty.
3. How to I tell the difference between a Final Sale item and an item on the Last Sizes sale?
Our Final Sizes category shows the full price of the item, with the discount added automatically at the checkout. The discount is reflected as an overlay on the image. 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.
4. 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.
5. Do you offer free returns?
Not right now. We never say never, but for now, you'll have to pay return postage. The good news is, domestic returns postage is considerably cheaper than international returns postage.
7. How long after I send my parcel will I receive my refund or credit?
Return parcels from our Wellington returns address are sent back to our Australian warehouse every Wednesday and Friday via DHL Express. It should arrive in our warehouse 3 days later. Please allow 1 - 3 business days after this for your return to be unpacked and processed. Our New Zealand returns are given priority in our warehouse so you could receive your refund or credit 5 days after leaving the Wellington returns address.
8. Can I hand deliver my return to the Johnsonville returns address if I live close by?
You absolutely can! If you'd prefer to drop your parcel off, head to Level 1, 6 Johnsonville Road, Johnsonville between the hours of 9am & 2pm, Monday - Friday.