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FAQ's

 

 

CAN I RETURN MY SALES ITEMS? 

There are no refunds on sale items and promo codes unless the product is damaged or faulty. This includes Black Friday & Cyber Monday & Boxing Day.  We are happy to exchange sizes or offer credit notes.

 

CHANGES OR CANCELLATIONS TO ORDERS.

Due to the high volume of orders we receive during our sale period, we will do our best to facilitate any size or product changes.

We are not able to make changes or cancel any order. We do apologise for any inconvenience, be sure to check your order carefully before checking out. 

SHIPPING TIMEFRAMES

Please note there will be shipping delays during this period. The team will be on board 27 & 29th to ship orders. We will not be shipping on public holidays. All remaining shipments will be sent the 4th January. 

Please be patient during this time. 

 

GENERAL RETURNS & EXCHANGES

 

CAN I RETURN OR EXCHANGE AN ITEM?

We accept returns or exchanges within 14 days of your order arrival date. Goods must be in their original condition, unworn and free of any odors, make up stains and with the original tags - clothing without tags or any of the above will not be accepted under any circumstance.

If you would like to return an item please you are welcome to start the return process HERE 

Customer Service will then provide you with an update within 48 hours of receiving your return request.

Return postage costs are the responsibility of the customer.

Please allow 14 days from the time we receive your order back at our warehouse for your return or exchange to be processed. We will notify you via email once your return has been processed. It is recommended that you keep the tracking number of your parcel as we are not responsible for any lost or missing parcels. 

 

Return postage costs and any additional duties & taxes assessed by International Customs when returning items from overseas are the responsibility of the customer, as well as any duties & taxes incurred when receiving the exchanged item. Please allow 21 days from the time we receive your order back at our warehouse for your return or exchange to be processed. We will notify you via email once your return has been processed.

 

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept credit card, including Visa, Mastercard, American Express and Apply Pay. 

All orders are charged in NZD upon checkout. All charges include GST and do not include Tax and Duties in your home country. 

 

DO I HAVE TO PAY DUTY CHARGES OR IMPORT TAX?

All international customers are responsible for the customs rates within their own country. We cannot mark International Orders as a gift to bypass or reduce any customs fees.

Please note if your items are returned to us due to non payment - You will NOT qualify for a refund. We are not liable for any damages or product being lost during the process. 

 

ORDERS & TRACKING STATUS

All orders are shipped via DHL or  New Zealand Post. Free shipping on orders over $250 worldwide. 

Please note we are not responsible for lost or stolen items. We highly suggest adding Route Protection onto your order to ensure we can replace your lost or stolen goods. 

We ship daily (Monday-Friday) all weekend orders will be processed on the Monday. Please note we do not ship on public holidays / bank holidays.

 

HOW CAN I TRACK MY ORDER?

When your order has left us you will receive an automated e-mail with a tracking reference. Please allow a 24 hours for this to register in the system before tracking it as information will not be available immediately.