Didn't work out? No worries! Get in touch and send it back :)
Please read our below policies carefully before you purchase. As a small business, we really value your support, however there are some costs that we unfortunately cannot absorb and may be deducted in the event of a refund.
If you are looking to return something, please contact us first at firstname.lastname@example.org with your order number in the subject line.
Returns must be sent back to us within 7 days from the day that the order was received.
Please note our terms are different for items purchased in store, see further below for details.
Full-priced items can be returned for an exchange, credit note or refund - provided they are returned in new, unworn condition with original tags/ packaging intact.
For items purchased via Afterpay or Laybuy, a 5% service fee will be deducted if a refund is chosen, due to the non-refundable transaction charges incurred by these third party providers.
Please note we do not refund shipping charges. If you received free shipping initially and should you choose to return your order for a refund we will retain our original shipping costs $5-10 NZ, $25-$50 International.
Some swimwear/ lingerie cannot be returned to hygiene regulations.
SALE/ DISCOUNTED/PROMO CODE ITEMS
Sale items or items purchased using a discount code can be returned for an exchange or credit note, but cannot be returned for a refund. This includes the Welcome 5% sign-up code.
If you received free shipping on your initial order please note a $5-$10 fee will either be deducted from your credit note or collected before we send your exchange to cover freight costs.
EXTRA DISCOUNTS OFF ALREADY REDUCED ITEMS
Occasionally we may run other discounts that include items that are already on sale. If an extra discount has been applied to an already reduced item, this is considered final and cannot be returned for an exchange, credit or refund unless accepted as faulty.
Items marked with a red 'Outlet' badge are final sale and cannot be returned for an exchange, credit or refund unless accepted as faulty.
Items purchased via the Laybuy/ Afterpay apps can be returned for a refund, exchange or online credit. However please note that due to the non-refundable transaction fees incurred by these third-party providers, if you choose a refund we will retain a 5% service fee from the total to cover these charges.
Sale/discounted items purchased via Laybuy/ Afterpay cannot be returned for a refund, but can be returned for exchange or credit note.
Please note we do not refund shipping charges. If you received free shipping initially and should you choose to return your order for a refund we may retain our original shipping costs $5-10 NZ, $25-$50 International.
In the event of a fault, please contact us first and we'll guide you through the returns process. Include as much info as you can about the fault - clear photos of the issue as well as a proof of purchase (order number, bank statement etc.)
Generally, our first step is to contact the supplier. Each supplier has their own procedures - they may request the item to be returned to them for assessment, or they may find photos to be sufficient. We will reimburse you for any return shipping costs provided the fault is considered legitimate. If the return is not accepted the shipping costs are the customer's responsibility.
We appreciate your patience while we assist in coming to a resolution as quickly as we can, however it can take some time depending on transit times and replacement stock availability (approximately 7-14 working days).
If the item is deemed to have a genuine manufacturing fault, we will meet requirements under the Consumer Guarantees Act with the right to offer a repair, replacement, or if necessary, a refund.
Please note items that are damaged as a result of wear and tear are not considered to be faulty. Generally if the item was purchased over a year ago, it may be considered wear and tear and not classed as a fault.
Please note we do not refund any shipping costs, or cover any customer return shipping costs (unless faulty/ or it was our error).
Our free shipping offer (on applicable orders) is on the basis that the customer will keep the goods purchased. Should you choose to return your order for a refund we will retain our original shipping costs $5-10 NZ, $25-$50 International.
Free shipping is also only available on your initial order, and 1 exchange (if full-priced). Any further exchanges will incur shipping costs.
HOW TO RETURN
- Simply email us at email@example.com and we'll be in touch with next steps. Please include your order number (eg #12345) as a reference in the subject line. Please don't send anything back without contacting us first or your return may not be accepted.
- Returns must be sent back to us within 7 days from the day that the order was received. We will be flexible where possible with unforeseen shipping delays etc. but we expect items to be returned promptly after making contact.
- All items must be returned in brand new, unworn condition with original packaging/ tags intact. Footwear must be returned with the shoebox well protected, and packaged inside another bag/ box. Hats/ fragile items must be packaged sufficiently.
- Swimwear/ Lingerie cannot be returned due to hygiene.
- Returned items are the responsibility of the customer until they reach us. We highly recommend using a tracked method of post for any returns.
- We will assess the item once returned to ensure it meets our criteria before being processed. We aim to process your return within 3 working days of it arriving back with us.
- Any refunds will be processed back to the original order payment method. Please allow up to 10 working days for this to show back in your account, depending on your bank or payment method.
IN STORE POLICY
We do not offer refunds for in store purchases, on the basis that customers have the opportunity to try before buying.
Goods may be returned for an exchange or held in credit within 7 days of purchase, providing goods are full price, brand new, unworn and in original condition with tags attached. Proof of purchase must be verified.
Sale/discounted items are final and cannot be exchanged or refunded
Exclusions may apply on lingerie and swim wear.
If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy with our right to repair, replace or refund.
If you have any questions about an item, it's best to get in touch before you purchase. Reach out via phone, email or any of our social channels or online chat. We're here to help!
+64 3 548 4303