Frequently Asked Questions
Q: Can I modify my order after it has been placed?
A: Please email us at email@example.com if you need to modify an order after it has been placed; however, we cannot guarantee that we’ll be able to modify your order as we process and ship them out quickly.
Q: I see something I would like to buy but they are sold out in the size I want. Will you be getting more in?
A: We have regular stocks replenishments for our Signature Ribbed Essentials collection. Other collections are normally limited edition with a single production run, hence will not be replenished.
Q: When will my order be shipped?
A: Most orders are shipped within 1-2 business days of purchase, unless we have a problem with your order or need additional verification. We may require a longer period to process all orders during new launches or restocks due to the surge of number of orders. You will automatically receive an email when your order is shipped. It will contain a tracking number you can use to track the status of your shipment.
Q: What shipping methods do you use?
A: We use NZ Post for all deliveries.
Note : Items can only be sent to a physical address, no PO boxes or private bags.
Q: How long is delivery?
A: Delivery within New Zealand takes 1- 2 business days and to Australia approximately 8-12 business days once the order has been dispatched. International orders take between 2 - 3 weeks. Please note that these time frames are only an indication and there might be delays which are out of our control once a parcel is dispatched.
Q: What happens if my parcel is lost or damaged in transit?
A: Once your parcels have left our warehouse they are then the property NZ Post. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within the expected delivery time, we will do our best to track and find your parcel for you.
Q: What happens if I received the wrong item or my item is faulty?
A: If you received the wrong or faulty item, please contact us immediately (within 3 business days upon receipt) via email at firstname.lastname@example.org so that we can make it right for you.
Q: I changed my mind on an order or item, can I exchange or return it?
A: We want you to be happy with your purchase. If for any reasons, you would like to exchange or return your purchase, please email us at email@example.com and we'll be in touch ASAP!
Q: What are the terms and conditions for exchanges and returns that I should know?
• Exchanges and returns are only accepted on items that are in new and original condition with original tags, and have not been altered, worn, washed, or damaged
• All exchanges and returns must be sent back to us within 14 days of receipt
• All sale/ clearance items cannot be exchanged or returned