Exchanges & Returns
- What’s your policy on returns?
- What if I simply don't like the items or they are the wrong size?
- Do I have to pay postage when returning an item?
- What happens if I want to exchange my item for one of a different price?
- How long does it take to process returns?
- Where should I send my returns?
What’s your policy on returns?
You are free to return any full priced item to us within two months of purchasing it from us - no questions asked. You must return the garment in exactly the same condition you received it and you MUST include the completed return form that came with the original packing slip. If the garment is faulty or damaged when you receive it from us, we will replace it or provide a full refund - whichever you prefer.
Sale items can only be returned within 7 days of an order being sent by us.
What happens if I just don't like the item or it’s the wrong size?
You can send it back and we can exchange it (depending on on stock and availability) or we can provide a full refund. Simply fill out the appropriate information fields on the original packing slip and include it in the return.
Do I have to pay postage when returning an item?
Yes, you do, however if you request an exchange, we will send the new item out to you at our expense. If you are returning an item because it is faulty or damaged, please attach a receipt for the postage to the original packing slip for the cost of postage and we will provide an equivalent refund or credit to your account to a maximum of $10. We recommend you use registered post as in the event of a dispute, we will only accept responsibility for returns if a proof of delivery can be provided.
What happens if I want to exchange my item for one of a different price?
If the price of the new item is more than that of the original, you will be expected to pay the difference. Alternatively, if it is less, we will refund the difference.
How long does it take to handle returns?
We aim to handle all returns completely within three weeks of any items being sent back. This is to help us keep on track during busy periods, but during other times processing times will be much shorter.
Where should I send my returns?
If you are returning goods for refund or exchange please send them to:
Woollenz
64 Cambridge Terrrace
Wellington, 6011
New Zealand