Returns
We understand that sometimes things don’t work out. Please review the conditions below to ensure your return meets our policy. We have updated our policy as of 02.12.25, so any orders placed after this date will be subject to our new policy. This Returns Policy does not limit your rights under the Consumer Guarantees Act 1993. You will need to be logged in to request a return.
Your purchase was made within 14 days
Proof of purchase available
Item(s) in original, salable condition. Please make sure you haven't used your purchases outside of the house
Item(s) are in original shoe box or packaging
IMPORTANT
We’ve recently launched a new website, and some November orders are still being transferred into customer accounts.
If your order isn’t appearing yet, please bear with us, we’re currently updating this. Please send all returns to Unit G 8 Chonny Cres Wiri, Auckland, NZ with your returns slip, stating the reason for return.
Meet the criteria?
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Returns Policy
Full-Priced Items
Full-Priced Items
- Full-priced items are eligible for an exchange, credit or refund within 14 days.
- If an item is full-priced, and is on a loyalty discount, limited time $ or % promotion, you are still eligible for an exchange, store credit or refund.
- A partial return from a bundle deal for a Refund or Credit will remove the original discount and the full price of the kept item(s) will be applied, with the final refund, credit or exchange amount adjusted to match that.
- Items must be returned in saleable condition: Unworn, undamaged, and in original packaging. We are unable to accept returns for worn or damaged items.
- Exchanges, credits or refunds must be requested within 14 days of receiving your order.
- If you used a loyalty reward toward your full-priced purchase, you are still eligible for a full exchange, credit or refund on actual dollars paid, this will exclude the value of your loyalty voucher. Your loyalty voucher will be reissued to your loyalty account.
- Refunds will be issued using the original payment method. Processing can take 2-3 business days depending on your bank and credits are instantly processed to your customer account.
- If you used Afterpay, please note we can only process a refund or store credit — exchanges are not available with Afterpay.
Sale Items
Sale Items
- We have updated our policy as of 03.11.25, any sale items purchased from this day onward will be under the new returns policy.
- All sale items are final sale and non-refundable. We offer exchange or store credit only on sale items.
- Care products purchased on sale are non-returnable and non-refundable.
- Returned items for exchange or credit must be in saleable condition — unworn and undamaged.
- Credits or exchanges must be requested within 14 days of receiving your order.
Non-Returnable Items
Non-Returnable Items
- Care products and gift cards are final sale and cannot be returned, exchanged, or refunded.
- If you are under the $150 shipping threshold and you spend $8 on our standard shipping fee, this is non-refundable.
Faulty Items
Faulty Items
- For any manufacturing faults, we will repair the product to a high-quality finish at our expense.
- If repair is not possible, we’ll give you an exchange for a new item, store credit or full refund.
- We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.
Shipping and returns information
Do I have to sign for my delivery?
Do I have to sign for my delivery?
All parcels must be signed for on delivery, please ensure someone will be available at your chosen address. If no one is available to sign for your delivery, a Card-to-call will be left by the delivery company.
If you have given a postal service Authority To Leave (ATL) for your deliverable packages, we are not liable in any way for loss, theft or damage to the parcel left in accordance with this authority. To avoid this risk we recommend you try our Click & Collect service, or have your package sent to a secure location where signature is required.
Live outside of New Zealand?
Live outside of New Zealand?
Unfortunately, we cannot offer international shipping at this time. All shipping is within New Zealand only. We apologise for any inconvenience this may cause. Please contact Customer Care if you have any specific queries/requests.
When will my item arrive?
When will my item arrive?
Please expect a 2-4 business day delivery for urban areas & 3-9 business day delivery for rural areas.
Be aware these numbers are estimates, and if you are ordering more than 2 pairs these estimates may vary and items may be dispatched separately.
Who pays for my postage to return an item(s)?
Who pays for my postage to return an item(s)?
Return postage is covered by you, the customer. It can take up to 14 days for us to receive your return depending on your location and which postal service you use. We recommend sending your parcel on a tracked service. All returns remain the responsibility of the customer until received by our Distribution Centre.
