If your purchase is too big, too small, not your colour or simply not what you expected, you can return it for a refund or credit, subject to the following terms:
1. Received Back Within 10 Days
The Item must be received back by the store it was sent from within 10 days of receipt. The address for return will be on your packing slip. Please ensure you double check this as different items are despatched from different stores and it is not acceptable to send two items from different stores back to one store. Additional freight will be deducted from your refund if this happens.
2. Original Tags Still Intact
The item must have all original swing tags still attached. Swing tags that have been detached may mean that the originating store will offer a credit only. No swing tags at all will void acceptance of the item back.
3. Unworn, Brand New Condition
The item must be in unworn condition, is odour free, is undamaged and in full resaleable condition.
4. Original Packaging
Any packing unique to a garment must be returned with the garment in acceptable condition. Shoes received in a shoe box, must be received back in their original shoe box.
5. The Item Was Not Listed as 'Final Sale'
Returns will not be accepted on products that have been listed as final sale either as a clearance sale or on some PREORDER items. If an items is being sold as 'final sale' this will be noted on the product description. Otherwise our normal returns policy applies.
As of January 1st 2023, we no longer offer refunds on Laybuy orders. If the item you’ve purchased is unsuitable, you can still return the item (as long as it meets our returns policy) and a credit voucher will be issued. Credits are valid for 12 months.
Please note that for hygiene reasons we are unable to accept returns on face masks, swimwear, perfume (unless unopened), underwear or jewellery items that are worn in piercings.
If ALL these criteria are met and the store confirms this, a refund is offered which is processed by our ecommerce partner Mode.co.nz.
If ANY of these criteria are not met, the item may either be accepted back for a Store credit, or, depending on the condition of the garment, as determined by the receiving store, returned to you as not acceptable for resale.
Suggestions to ensure our Refund Policy criteria are met:
Contact the store immediately upon receipt of your item if there are no swing tags attached or the item is not in acceptable condition - the store may ask for pictures to be sent.
Ensure the item is not left in an area where food is being cooked as many food smells can permeate a garment, making it unsaleable as a new item.
Ensure that when you try the garment on, that you avoid deodorant marks or heavy scents as these too can give the effect of the garment being worn and in unsaleable condition.
Leave swing tags attached until you are sure you are keeping the item.
Use a tracked courier service as delays in transit will affect the validity of your refund.
Returns Frequently Asked Questions
Are there exceptions to this returns policy?
There are no exceptions to our refund policy. The 10 day return is crucial so we have the option to get the item back into stock for resale as soon as possible.
Will I be refunded for my return?
We offer refunds on orders returned within our 10 day returns period. Laybuy orders can only be returned for credit. Credits and vouchers are valid for 12 months from date of issue.
Refunds will be processed back onto the payment method used or to a credit voucher.
What if my item turns up and it is faulty?
We undertake to check garments before packing up to send to you, however if something has been overlooked, please contact us.
What if I want to exchange for another size?
If your item arrives and you find you need a different size, we recommend placing a new order for the alternative size as you will be refunded for the incorrect size. Placing a new order will ensure that the size is secured for you and hasn't sold out whilst waiting for the return of the original item. You will still need to have your unwanted item back to us within 10 days as per our Returns Policy.
Yes, and we recommend using a tracked courier service. If the item is faulty, the originating store may organise a freight forward pick up at no cost to you or reimburse you for courier if you return at your expense.
Why is my refund less than my original purchase?
If you are charged shipping on your order and choose to return your item, the freight cost will be deducted from your refund. If you had a Free Shipping offer at checkout, this is for full and final sales only so if you return the item, a minimum shipping cost of $7.50 will be deducted from your refund.
Free Shipping over $200
Your order will have the shipping cost deducted at checkout if your order totals $200 or more. Free shipping only applies if the order is final - if you return an item or items, there will be a minimum freight cost of $7.50 per returned item deducted from your refund.
