Shipping policy

How much does delivery cost?

Standard nationwide delivery is included in your membership. There are no additional shipping or return fees to pay. Prepaid returns are also included.

Where do you deliver?

We deliver nationwide across New Zealand, including rural addresses.

How long does delivery take?

Standard delivery usually takes 3 to 4 working days. Rural deliveries may take an additional 1 to 2 working days. All parcels are tracked so you can follow your delivery. Delivery timeframes are estimates and may vary due to courier delays or factors outside our control.

What happens if I am not home when my parcel arrives?

Our parcels are delivered by courier and do not usually require a signature. If you are not home, the courier will leave your parcel in a safe place or provide instructions on how to collect it. Delivery is deemed complete once the courier marks the parcel as delivered. Where parcels are left in a safe place, responsibility for the garments transfers to you at that time. We are not responsible for loss or theft after delivery. You are responsible for ensuring your delivery address and delivery instructions are accurate. We are not responsible for loss, delay, or non-delivery resulting from incorrect or incomplete address information.

How do returns work?

When you are ready to return your box, simply use the prepaid return provided with your membership. You can book a courier pick-up from your address using NZ Post website here. If you lose or damage the prepaid return satchel, you will be responsible for the courier fees to return your items. Items are considered returned once they have been handed to the courier and scanned. We recommend keeping proof of collection until your return is complete. See our Terms and conditions for more info. Responsibility for rented garments remains with you until the return parcel has been scanned by the courier. Items lost or delayed in transit without proof of scan may be treated as unreturned. Any garment not scanned by the courier within 7 days of a return request, subscription cancellation, or expected return date may be deemed lost and may result in continued subscription charges and/or replacement charges.

What condition do items need to be returned in?

Garments must be returned in the same condition they were received, allowing for normal wear and tear. Normal wear and tear includes minor marks or signs of everyday use. Damage beyond normal wear includes, but is not limited to, major or set-in stains, tears, alterations, heat damage, fabric stretching, odours that cannot be removed through professional cleaning, or any damage caused by misuse. Customers must not attempt to repair, alter, or professionally clean garments themselves unless explicitly permitted. Unauthorised cleaning, repairs, or alterations may be treated as irreparable damage.

How is damage assessed?

All returned garments are inspected upon return. We determine, acting reasonably, whether damage exceeds normal wear and tear. Our assessment may rely on internal records, photographs, and professional cleaner reports and is final. Where repair or replacement charges apply, the applicable amount may be charged to your stored payment method. You will be notified of any charge. Any dispute must be raised within 14 days of notification. After this period, charges are final.

What happens if an item is lost or not returned?

Loss or theft of an item is treated as irreparable damage. Replacement charges may apply up to the retail value of the garment. We may continue to charge subscription fees until lost or unreturned items are either returned or paid for in full.

Do deliveries always arrive on time?

We do everything we can to ensure deliveries arrive as expected. Occasionally, delays may occur due to weather, courier network issues, or other circumstances beyond our control - we are not liable for such delays.

Need more help?

If you have a question that is not answered here, please contact our support team and we will be happy to help.