returns & exchanges
Conditions of Return
If you are not fully satisfied with your Untouched World™ purchase, you can return it to us for a full refund or exchange it for another item, provided that the items are returned unworn, unwashed, and undamaged, in their original packaging (wherever possible) and with all accessories and tags, within 30 days of the order date. All refunds are issued at the discretion of Untouched World™. Untouched World™ reserves the right to refuse a refund request if it does not comply with these conditions. Please note that Untouched World™ does not accept returns (unless goods are faulty or not as ordered) on sale items. Sale items may be exchanged. All sales are final.
Where Can I Make a Return?
Please refer to your packing slip for detailed returns instructions. Please note you cannot return items bought at an New Zealand Untouched World™ retail store to the Untouched World™ online store.
Packaging an Item for Return
Please pack the item securely into the original packaging (where possible). Include the bottom portion of the packing slip. If you are unable to enclose the packing slip, please ensure your order number, name, and billing address is included. Please do not attempt to reuse our courier packaging to return your item to Untouched World™. All return postage must be prepaid by the returnee. Unfortunately Untouched World™ can only refund delivery charges if the item was damaged or defective, or if we’ve sent the wrong item.
Affix the appropriate postage to the item and post or courier to:
We recommend that you obtain proof of postage and retain this until you receive your refund.
Method of Return Payment
We will credit your original method of payment, excluding your original postage costs (unless goods are faulty or not as ordered), within 30 days of receiving your returned item. We will notify you via email of your refund once we have received and processed the returned item.
Returns to a Retail Store
Although Untouched World™ retail stores cannot process refunds, you can return items bought from Untouched World™ online to one of our retail stores, and therefore save yourself the postage or courier fee to return the unwanted item to us.
The store will issue you with a receipt for the unwanted item, and return the unwanted item to our web team. A refund will then be processed back onto the credit card with which you made the original purchase. You can also return items you wish to exchange to our retail stores. You may like to purchase the replacement item directly from the retail store, rather than wait for the web team to courier you the new item - we'll simply refund you for the unwanted item as explained above.
Find your nearest Untouched World™ store in New Zealand by viewing our Stores page. Please note that our store in Queenstown cannot accept online returns.
Damaged or Defective Items
If you receive a damaged or defective item from Untouched World™, please immediately return the item to Untouched World™ by following the return instructions on the packing slip, and clearly marking ‘Damaged/Defective’ when indicating the reason for the return. Provide comments if necessary. A replacement item will be sent to you (no delivery fee applies). Please allow 3-5 working days from receipt of the item for your replacement to be processed. If Untouched World™ is unable to replace the item, a customer service team member will contact you directly.
Exchanges will be given on size and colour. Please immediately return the incorrect item to Untouched World™ by following the return instructions on the packing slip, and clearly marking ‘for exchange’ when indicating the reason for the return. Items must be returned within three weeks of the order date – unworn, unwashed and undamaged. Exchanges will be processed within 48 hours. If the replacement size or colour is no longer available, a customer service team member will contact you directly with further options. It is advisable to contact the Customer Support team to reserve your new size and/or colour to avoid disappointment. Please allow 3-7 days (New Zealand) for redelivery. Although you will need to prepay the delivery fee to return the item/s to Untouched World™, you will not be charged a delivery fee for the replacement item.