GENERAL



HOW DO I USE MY STORE CREDIT?

Store credits are held under your name at our stores. You can use it in store or over the phone/email, but not online. 


WHAT DOES THE INSTORE LOYALTY PROGRAM INCLUDE?

Once you spend $400 instore on full price items you will receive a $20 reward voucher for your next purchase instore.


I USUALLY SHOP INSTORE, BUT CAN’T MAKE IT IN TODAY TO MAKE A PURCHASE?

You are welcome to use our website or make an order through email/ over the phone 


CAN I EXCHANGE SALE ITEMS?

We do not do refunds on sale items, but we are happy to exchange the item if it’s not quite right or provide a store credit. 


ONLINE ORDERS



MY ITEM IS FAULTY, WHAT DO I DO?

We are so sorry about that! please get in touch with us via email or phone (06) 756 7187 and our team will be able to help get this sorted for you. 


I AM MISSING AN ITEM FROM MY ORDER

Firstly, please check the item isn’t caught up in the wrapping or stuck to the inside of the parcel. Smaller items such as accessories are usually wrapped up amongst other items of clothing within your parcel. If you don’t have any luck please get in touch with our team via email or phone (06) 756 7187. 


I’VE RECEIVED THE WRONG ITEM

We are sorry about that! Please get in touch with our team via our email or phone (06) 756 7187 so we can assist and sort it out for you. 


I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION

Please ensure you have checked both your junk and spam folders just in case the email has been sent there. You can mark us as NOT JUNK so that you won’t miss an email from us in the future. But if you still can’t find it please send us an email so we can help. 


I NEED TO CHANGE MY ADDRESS. HOW CAN I DO THAT?

We will need to fix this for you as soon as possible before your order is sent to you, so please get in touch with immediately with your correct shipping address. 


CAN I MAKE CHANGES/CANCEL AN ORDER ONCE IT’S PLACED?

Please get in touch with us as soon as possible and we will try our best to help.


WHEN I ADD SOMETHING TO MY CART DOES IT TAKE IT OUT OF STOCK FOR ME?

When you add an item to your cart it does not take it out of stock. So to make sure you don’t miss out on your size, we suggest processing the order as quickly as possible. 


HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Your parcel should get to you quickly within 1-3 days. For international timelines, please contact us. 


DO I GAIN LOYALTY POINTS WHEN SHOPPING ONLINE?

Online orders do not go towards our instore loyalty program. Unfortunately we are unable to add points to your instore account from orders made online. 


WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

Please email us with your order number and any details about your order and we will get back to you as soon as we can. 


MY ORDER HAS ARRIVED AND IT’S NOT CORRECT?

Please contact us as soon as you can so we can get this sorted for you. Please email us


RETURNS



DO YOU DO REFUNDS?

We don’t refund on sale/clearance or discounted items, but we do refund on full priced items, as long as the item is unworn and has all the original tags attached.  


HAVE YOU RECEIVED MY RETURN?

We will let you know via email once we have processed your return.


HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We try to process all returns as quickly as possible, but please allow 24-36 hours and up to 5 days within peak seasons for us to process your return once we receive it. We will notify you via the email address you have provided. 


WHEN WILL I RECEIVE MY EXCHANGE ORDER?

If you have ordered an exchange, we’ll let you know your new order details via email once processed. Your exchange order will be sent back to you and you can expect delivery as per normal delivery times. 


DO I HAVE TO CONTACT YOU BEFORE I MAKE A RETURN?

If you have completed your returns form and included it in your parcel with your return, that’s all the info we’ll need from you. Or you can call into one of our stores and our team will be happy to help. 


RETURNING ITEMS WHEN USING LAYBUY?

If you're sending items back to us for returns that were purchased using the LAYBUY service whether you opt for a store credit or exchange you will continue paying off the scheduled payment plan. 


CAN I RETURN SALE ITEMS?

We are unable to accept any returns on clearance/sales or discounted items. If you wish to exchange for a different size please contact us via email or phone (06) 756 7187 and we will do our best to help. 


HOW DO I ORGANIZE MY RETURN IF MY GARMENT IS FAULTY?

If you have a faulty garment, please email us with details and photos of the fault and we will help you out with the next steps to take. Please make sure you include a note with your return form about the faulty garment. For faulty garments we will refund you your postage as we understand this is not your fault. Please make sure you include your postage receipt for a refund. 


I HAVEN’T RECEIVED MY REFUND YET?

Please email us. Please check your bank account first that you have used to place the order with. You will also get an email once the refund has been processed. Please bare in mind it can take up to 5 working days for the bank to process the refund back into your account. 


AM I ABLE TO RETURN MY ONLINE ORDER INSTORE?

Yes, our team will get all the paper work sorted for you instore 


More info on Returns can be found here

PRODUCT & STOCK SUPPORT


DO YOU STOCK THIS BRAND?

Send an email or phone (06 756 7187) with any enquiries regarding brand information and we will do our best to assist you!
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