Returns


ONLINE RETURNS

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 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.
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.

⚠️ COURIER DELAYS ⚠️

Couriers are currently experiencing delays due to higher volumes and the effects of Covid-19, and we appreciate your understanding that these delays are outside of our control.

Should you decide to return/cancel your order due to courier delays this is your choice, but will be at your own cost and in line with the terms outlined below.

In the event of a lost item we will follow the processes as outlined in our Shipping Policy. Thank you for your patience!


FULL-PRICED ITEMS

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 offer promotional discount codes 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.


FINAL SALE ITEMS

Items marked with a red 'Final Sale' badge are final clearance and cannot be returned for an exchange, credit or refund unless accepted as faulty.


LAYBUY/ AFTERPAY

Items purchased via the Laybuy/ Afterpay apps can be returned for a refund, exchange or online credit. Please note that due to these being third party providers, if you choose a refund we will deduct a 5% service fee off your refund total.

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.

 

FAULTY ITEMS

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 of the item for assessment. Each supplier has their own procedures - they may request the item to be returned to them, 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 by offering a repair, replacement, credit or 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, the fault will be considered wear and tear and will not be accepted.

SHIPPING COSTS

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 hello@troubleandfox.co.nz 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.
  • Return postage is 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 2-5 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.

QUESTIONS?

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!

hello@troubleandfox.co.nz
+64 3 548 4303