We love to help, just ask us!
ONLINE STORE RETURNS
Not quite right? Get in touch first and send it back!
Provided the items were full priced and are returned to us in brand new, unworn condition with original tags still attached ~ we will make sure we get it sorted with an exchange, a store credit or if you prefer, a refund.
Please note, any items purchased via the Laybuy app cannot be returned for a refund, but can be returned for an exchange or an online credit.
Items purchased via Standard Layby are final sale, unless accepted as faulty.
If you would like to return your online purchase, please contact us first before you send anything back or your return may not be accepted. Returns must be sent via a tracked shipping method and received back by us within 7 days of your order delivery date.
Exclusions: We do not accept returns on any sale, discounted items or preorder/ custom request items that have been ordered in especially for you. Any faulty items will be referred to our supplier. Some items such as swimwear & underwear cannot be returned or exchanged due to hygiene regulations.
IN STORE RETURNS
Our in store policy is different to online. Please choose carefully as we do not refund if you change your mind. Goods may be exchanged or held in credit within 7 days with proof of purchase, providing the goods are unworn and in new condition with original tags attached.*
Please note, any items purchased via the Laybuy app cannot be returned for a refund, but can be returned for an exchange or an online credit. View more info, terms & instructions.
STANDARD ONLINE LAYBY ITEMS
5% SIGN UP DISCOUNT
We currently offer a 5% discount off your first purchase when you sign up to our database. Please note this discount is only valid on your first order, and unfortunately we are not able to honour this discount again if you decide to return your item for an exchange. However your exchanged item (if applicable) will most likely be shipped out to you again at our cost, so that's pretty good!
All sale items are final.
Sorry we do not offer exchanges, credits or refunds on any discounted, sale items or sales where a discount code or promotional discount was used (with the exception of the signup code, see above). If you have any questions about an item, it's best to get in touch before you purchase. We will do our best to give you more information and assist you make the right decision.
Please contact us first before returning any items.
Returns of faulty items will only be accepted if the goods are deemed faulty at the time of sale or delivery. We endeavour to check over all our garments before sending them out to you to ensure they are free of faults. All items returned as faulty will be sent to the supplier by us for inspection and a decision will be made as to whether it is standard 'wear and tear' or whether its due to a manufacturing fault.
Please be aware that resolving faulty issues may take 1-4 weeks depending on our suppliers location and processing timeframes. We appreciate your patience and understanding and will do our best to get things sorted as quickly as possible.
If it is accepted by our supplier as a genuine manufacturing fault, then we will attempt to have the item repaired to an acceptable standard. Failing that we will try to source a replacement, or issue a refund. We will meet our requirements under the NZ Consumer Guarantees Act.
Get in touch! Please do not send anything back without getting in touch with us first or it may not be accepted. Please include your order reference number, the name of the item you are wanting to return, and the reason you are returning.
1. Any online return claims must be made, and returned to us within 7 days of you receiving the order (NZ) or 10 days (International).
2. We will email you back with details on how to return.
3. Pack the item carefully and send back using a tracked method so that it arrives back to us within 7 days of you first receiving it (or 10 days international). Please note: Any return shipping costs are your responsibility. We will not be responsible for any items lost or damaged in transit.
4. Items must be returned with proof of purchase (eg. receipt, order confirmation) and in brand new, unworn condition with original tags still attached. We will not accept items that have been worn, washed, damaged or soiled in any way.
5. We will assess the item, process your return and get back in touch with you as soon as possible (keeping in mind Public Holidays & Weekends).
6. Once your return has been accepted, you have the option to:
- Exchange your item for another
- Issue a store credit voucher for the value of the item (if eligible)
- Or if you prefer we can issue a refund (if eligible)
If you paid via Paypal/ Credit Card we will issue a refund via the same method, or if you paid via Bank Deposit then we will refund payment directly into a nominated bank account. Please be aware that refunds may take up to 3 business days to appear back in your account. Please note we do not refund shipping charges.
Trouble + Fox Boutique
ph: +64 3 548 4303
ph: +64 3 546 9973
All international customers should contact us regarding customs clearance before shipping back anything.
We are not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free (excludes orders under $99, NZ Rural delivery and International orders).
We only offer free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund we will retain any original shipment costs incurred: approx $5 NZ, $25 Australia, $45 International.
Should you choose to return your full priced order for an exchange, Free Shipping (if applicable) is only valid on the first exchange, and shipping costs will be charged on any further swaps.
Until an item is received back with us it is your responsibility, lost packages are not fun for anyone, so be sure to use Track & Trace!
We will only accept items that are in new and unworn condition unless faulty. Package neatly so that the goods arrive to us safely and in the best condition possible. Wrap clothing in tissue or package inside another box or post-pack. Again, be sure to use Track and Trace!
When returning footwear, the original shoebox must be intact and new, saleable condition. Please protect original shoebox in tissue or another box/ postpack. Footwear will NOT be accepted if they have been scuffed, stinky or worn outside unless faulty.
Sometimes we will offer the option to pre-order an item before its arrived so you don’t miss out. This means that you can secure your order before the items arrive.
No returns or exchanges are permitted on pre-order items unless under special circumstances.
Pre-Order items will be indicated in the item description. Once placing your Pre-Order we will contact you to confirm availability with an estimate of the expected delivery time. Dispatch will be made immediately as soon as the item arrives in stock and full payment is received.
Please be aware when placing a pre-order that we only have estimates for scheduled delivery and occasionally there are unforeseen delays or we may not receive our order of stock in full. We will notify you of any issues as soon as possible, and in the case that the item you have pre-ordered does not arrive to us, we will of course refund your money in full.
As well as our online store, we also have two real-life physical stores – Now Now and Trouble & Fox, where at any moment someone could walk in off the street, try something on and buy it!
We generally stock products in limited quantities, and we will try our very best to keep our online stock levels accurate and up to date - but there is a small chance that before our website updates, you may be purchasing something online at the same time as a customer in one of our physical stores.
In rare instances, we may experience technical 'glitches' with our inventory systems where the item count does not update properly - so there is a slight possibility that you could buy a product that is no longer available. It's not an ideal situation for any of us and we try to keep our data as accurate as possible, but at this stage we are only as good as the technology available to us!
If this occurs and you have ordered something online that is for any reason unavailable, we will notify you as soon as possible and find a solution - either order it in for you (if this suits your timeframes), cancel your order (if you haven't yet paid) or issue a refund.
Some items may look slightly different in real life to how they look in the photo (due to arty photography or the way computer shows colours) but we will do our best to give you the most accurate description of how the item looks.
If you have any questions about the fit or look of an item, email us or call us and we will do everything we can to give you more info and help you make the right decision.
But if you think we’ve got it way wrong, please contact us and we’ll have a chat about what we can do.
Click here to view more info on our shipping policies and courier providers.