We want you to be happy with what you ordered. This policy explains when and how you can return an item, what refunds you’re entitled to, and the rights you have under New Zealand consumer law that sit above anything written here.
1. Your Rights Under the Consumer Guarantees Act
Under the Consumer Guarantees Act 1993 (CGA), everything we sell must be of acceptable quality, fit for its purpose, and match the description and images on our website. These guarantees apply automatically to every order and cannot be excluded by this policy.
If an item fails to meet these guarantees — for example, it arrives damaged, develops a fault through normal use, or is materially different from what was described — you are entitled to a remedy:
– Minor problem: we will repair or replace the item, or refund you, at our choice
– **Serious problem:** you choose — a replacement, or a full refund
Where an item is faulty or not as described, we cover the cost of the return. Nothing in the rest of this policy limits these rights.
2. Change-of-Mind Returns
Ordered the wrong size, or simply changed your mind? We accept change-of-mind returns within 30 days of delivery, provided the item is:
– Unworn and unwashed, in its original condition
– Free of marks, odours (including perfume or smoke), and pet hair
– Returned with all original tags and packaging intact
For change-of-mind returns, return shipping is at your cost, and we recommend a tracked service — we can’t process a refund for a return that doesn’t reach us. Once your return arrives and passes inspection, we’ll refund the item price to your original payment method. Original shipping charges are not refunded for change-of-mind returns.
**Exchanges:** if you need a different size, the fastest route is a return for refund plus a fresh order — this avoids the wanted size selling out while your return travels back to us.
3. Items We Can’t Accept Back (Change of Mind)
For hygiene and condition reasons, we can’t accept change-of-mind returns on items that have been worn, washed, or altered, or that come back without tags. This exclusion never applies to faulty items — your CGA rights in Section 1 always stand.
4. How to Start a Return
1. Contact us through our contact page within the return window, with your order number and (for faults) a photo of the issue
2. We’ll confirm your return and send you the return address and instructions — please don’t ship anything before receiving these
3. Send the item back via a tracked service and keep your tracking reference
4. Once received and inspected, we’ll process your refund within 5–10 working days and email you confirmation
Refunds are issued to the original payment method. Depending on your bank or card provider, funds may take a few additional working days to appear.
5. Damaged or Incorrect Orders
If your order arrives damaged, faulty, or isn’t what you ordered, contact us within 7 days of delivery** with your order number and photos of the item and packaging. We’ll sort it under Section 1 — replacement or refund, with return costs on us. Please keep the original packaging until the issue is resolved.
6. Late or Missing Refunds
If a refund has been confirmed but hasn’t appeared within 10 working days, first check with your bank or card provider, then reach us via the contact page with your order number — we’ll trace it with our payment processor.
7. Questions
Anything unclear before you order — sizing, fabric, or how a return would work for you? Ask first through our contact page; a two-minute question beats a return trip. You can also review our Privacy Policy for how we handle your information during a return.