Online Returns Process

We offer a seamless returns process supported by NZ Post.

FIRST, CHECK OUR RETURN CONDITIONS
If you change your mind about any product in your online purchase, you can return it by post for a full refund, provided it meets the conditions outlined in our Change of Mind Returns Policy.

BOOK YOUR POSTAL RETURN
Then head to our Online Returns Portal to initiate a return. Take care when entering your order number and email address as both fields are case sensitive - order number can be found on your order confirmation. 

Provide a reason for the return, and purchase and print your $10 return shipping label. If you don't have access to a printer our returns label includes a QR code which can be scanned and printed at the Post Office for convenience.

PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged. Noting that if the product being returned, or its packaging, is damaged, we cannot accept your return.

Once packed in to a suitable mailer, affix the return label to the parcel, and drop it off at an NZ Post outlet, being sure to obtain a lodgment receipt.

A returns tracking link will be emailed to you once your return is on its way to us.

CANCEL YOUR POSTAL RETURN
If you've arranged a returns label but have had a change of heart, we can cancel it and issue a refund for the label at your request.

Successful returns are refunded to your original payment method, once accepted by our warehouse.

TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us. You can also use the tracking link available on the NZ Post website to view the status of your return at any time.

PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.

Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

Our returns portal is case and character sensitive.

COMMON REASONS
We have strong data validation within our Online Returns Portal to prevent any errors during the processing of your return and refund. If your order isn't recognised, we recommend checking:

ORDER NUMBER
Must be entered without any character prefixes, such as hashes or dashes.

EMAIL ADDRESS
Take note of any capitalisation in the email address listed on your Order Confirmations, some devices will capitalise names when checking out. If this has occurred, your email address needs to be inputted in the returns portal, exactly as it was at checkout.

PURCHASE DATE
Orders being returned must have been purchased within the last 30 days.