Refund policy

Where's my order?

You can track your order live! Grab your order number and put in the 'Track your order' box in the top right of this page. If you've got any questions, get in touch with us.

Don’t worry if you haven’t yet received a dispatch email from us yet. During periods we will be working exceptionally hard to make sure your order reaches you within your delivery timescale and we will be in touch. Once you’ve received your dispatch email from us, you can track your order live!

Returns

1. OUR RETURNS POLICY

If you are based in New Zealand you get 5-7 days to return your items starting from the day you receive your order. . Find out how to return your items here.

Christmas Returns – We’re giving you more time to return your items over the Christmas Holiday! Orders made between the 12th November 2015 and 25th December 2015 can now be returned up until 18th January 2016. All other conditions of our refund policy remain unchanged.

2. FAULTY GOODS

Please return your item(s) to us in a reasonable time after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub here , and a member of our team will look into it.

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

3. HOW TO RETURN AN ITEM?

It’s as easy as 1, 2, 3! Just follow our hassle-free, 3-step process:

Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached. 
Cover your original address label with the bottom right hand corner of your delivery note. Need a new one? Download yours below, and remember to add your order number – you’ll find this in the Order History section on the My Account page. 
Return your package via your local returns centre, remembering to get proof of postage. Please don’t post your package without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.


4. HOW MUCH DOES IT COST TO RETURN AN ITEM?

We don’t offer free returns from countries outside the NZ & ROI right now (we’re working on it!), so it’s up to you to cover the return costs.

We’ll put a returns label in your parcel for your local returns centre. Please use a standard, trackable service – and remember to keep hold of your proof of postage.

If you need to print a new returns label, just click on your country below. Bear in mind you’ll need to add your order number to this new label. This will be under Order History in 'My Account'

NEW ZEALAND RETURNS LABEL

5. HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?

If you would like to return an item, we will refund you within 5-7 days of the day that we email you to confirm that you are entitled for a refund. Please note,the product returned is received back to us within the 14 day returns period or is faulty.

Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is one or more returned faulty item in the same order, the delivery charge will not be refunded.

In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from your Post office or applicable returns service location as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice. Find out how to return here – It’s as easy as 1, 2, 3!