Return Policy - Online
RETURNING IN COVID
You can still return during lockdown or at any alert level. If you do not want to visit the post shop you can book a courier to come to your house. You'll need a printer, or please request return postage in your order.
You can generate the return postage from your shipping notification email.
Print it out, attach to your return parcel.
Book a contactless courier here to pick up from your house > https://www.nzpost.co.nz/tools/bookapickup/address
FIRST NZ RETURN IS FREE
We know online shopping can be tough! It doesn't always go as planned when ordering clothes online, so we have your back! Your first NZ return with Preen is FREE. So if you haven't shopped with us before, now is the time to try. Sorry, this only applies to NZ customers and must be used through our return postage system. You need a printer to use this service.
WE LOVE RETURNS!
We are more than happy to exchange or refund any garments purchased online - even Sale goods
1. Within 3 days of receipt find your Shipping Notification Email "It's on its way" from email@example.com, click the Tracking Link (near the bottom of the email) and request a prepaid postage with the details of your return
2. If you go through the tracking email your return postage will be emailed to you automatically. Your First NZ return is free, thereafter $5 off your return
3. You print the label out
4. Package your parcel up with your returns form included (on the back of your invoice), attach the label
5. Drop the parcel at your nearest Post Shop OR Book a courier online to pick up from your house https://courierpickup.courierpost.co.nz/
6. We will email you once your return has been processed and refunded to your original credit card, please expect this to happen 1-2 days after we receive it. If you bought via ZIP we will notify them of your return.
7. Depending on your bank the refund may take a few working days to show up
NOTE: All items must be in original condition, unwashed, unworn, with original tags attached and returns form included. Otherwise they will not be accepted and posted back to you.
The garments need to be received back with us, within 14 days of receipt (non sale) or within one week for sale goods. The earlier the better as the garments would love to find new homes. If you are lucky enough to be away on holiday or out of town when you order please remember the return period still applies.
If this is your first return with us - it will be at no charge!
For all following returns, we will charge you $5 for anywhere in NZ and this will be deducted off your credit card refund. This is a great price and so easy for you! Plus it's tracked! Please note you will need your own printer if you are to use this return method. Your first return and $5 return thereafter only applies if you use our shipping method. If you wish to send yourself via a trackable method you are more than welcome to do so at your cost.
Original shipping cost will not be refunded
1. Email us at firstname.lastname@example.org or call us +64 3 6869250 to let us know the details of your return
2. Package your return up with the returns form included
3. Send via trackable method to
204 Stafford St
4. We will email you once your return has been processed and refunded to your original credit card, please expect this to happen 1-2 days after we receive it.
The following conditions do apply.
You need to contact us let us know within 3 days of receiving the garment.
The garments need to be received back with us, within 14 days of receipt.
We cannot accept responsibility for goods lost in return so please use a trackable method of return if you choose to use your own.
All items must be in original condition, unwashed, unworn, with original tags attached. Please include the returns form that was included with your shipment.
Please note: No returns available on sunglasses, jewellery and specific items noted on the individual item. Please read the description.
If your return does not meet the above conditions we will not accept it and it will be posted back to you.
Need to EXCHANGE?
Email or call us 03 6869250 as soon as possible so we can put that size aside for you so no one else can buy it. If you wish to use the prepaid postage and you don't have any returns we can deduct this cost from, you will need to call us to put the $5 credit card payment through, or include in your return. Please email a request for a prepaid postage label.
We do not charge you further for postage to get the exchange back to you.
Purchased goods on SALE online?
We are still more than happy to refund or exchange any sale items as we know shopping online can be tough, but the time frames are a little stricter. Please notify us within 2 days of receipt your intention of exchange or return. Please courier back to us within 5 days of receipt or sooner if you can. We really appreciate it.
Please note this returns policy is only relevant to items purchased online, not in store. In store you have the fantastic opportunity to try before you buy. Hence why we have a no returns or exchanges policy on items purchased in store.
Your rights under this returns policy is additional to the Consumer Guarantee Act 1993