Frequently Asked Questions
Can I modify my order after it has been placed?
Please email us 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. Once an order has been shipped, we are unable to make any changes.
I see something I would like to buy but you are sold out in the size I want. Will you be getting more in?
We have regular stocks replenishments for most of the items we sell (except for sale and clearance items). Just email us the details of the item(s) you want, we will do our best to fulfil your requests.
When will my order be shipped?
Most orders are shipped within 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.
What shipping methods do you use?
We use NZ Post for all deliveries.
Note : Items can only be sent to a physical address, no PO boxes or private bags.
How long is delivery?
Delivery within New Zealand takes 1- 3 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 due to the pandemic restrictions.
What happens if my parcel is lost or damaged in transit?
Once your parcels have left our workroom 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.
What happens if I received the wrong item or my item is faulty?
If you received the wrong or faulty item, please contact us immediately (within 3 business days upon receipt) via email at email@example.com so that we can make it right for you.
Can I exchange my order?
Currently, we only accept exchange of the same item for a different size. To exchange your item for a different size please email us at firstname.lastname@example.org. We offer free delivery for the exchange to all our New Zealand customers. It is the buyer’s responsibility to pay for the return shipping and we will cover the cost of the delivery for the new item within New Zealand. For exchanges outside of New Zealand, sadly we are not yet able to offer free delivery for the new item(s) - however, please be assured that we will arrange for you the best rate possible for this.
If the item is no longer in stock in the size you want, we will treat it as a return and refund you accordingly.
I changed my mind on an order or item, can I return it?
We want you to be happy with your purchase. If for any reasons, you would like to return your purchase, please email us at email@example.com for further arrangements. For returns, we will provide a refund less a charge of $5 as the processing fee.
What are the other terms and conditions for exchanges and returns that I should know?
• Exchanges are only accepted for the same item for a different size
• 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
• Please note that the customer is responsible for the shipping costs of sending the exchange or return item(s) to us
• Please consider purchasing tracking/delivery confirmation as we are only able to issue a refund or exchange on item we receive