If for any reason you are not completely satisfied with your online purchase please contact us within 3 days of receiving your goods. The Shelter will offer you either a refund or an exchange.
We are happy to exchange size or colour for a period of up to 7 days from delivery.
Please note we cannot process a full refund for item/s purchased using Laybuy (laybuy.com) or Afterpay. Instead, we can offer a credit note or exchange for the returned item/s.
Please note that this offer does not apply to discounted items, special order items, made-to-order garments, or personal items for hygiene reasons (lingerie, swimwear, face masks, etc).
In order to return goods for an exchange or a refund, you must contact us within these periods to advise of your requirement.
Please note that after 7 days of receipt of goods all sales are final.
Returned goods must be unused, unaltered, and unwashed with all original tags and packaging enclosed.
Download your returns form here. Simply complete the form and return it with your goods. If you have any queries please contact: firstname.lastname@example.org or phone (09) 951 0271 between 9 am-5.30 pm Monday - Friday NZST.
Please return via courier to:
The Shelter Returns Dept
61A Randolph St
Please note that the policy applies to online returns only. Please contact your local store for our in-store return policy.
*Long Weekend Returns Promo: Free returns to NZ address' only
Please read this information in its entirety. If the returns information here is followed correctly, returns should be processed promptly. If it is not followed this may result in delays or non-processing of your return.
-We cannot process your return until the goods are received at our Head Office.
-We will advise you as soon as we have received your goods.
-We reserve the right to deny a return, if the goods returned do not meet our return policy requirements.
-Shipping costs back to The Shelter are the responsibility of the customer unless the returned goods are faulty.
-All discounted/sale items are final. No returns will be accepted.
-We do not accept refunds on purchases paid via Laybuy or Afterpay. If this payment method is used, we can only offer an exchange or store credit.
Items exchanged for a different size will be processed and shipped at our cost. If we do not have the requested size in stock you will be granted a refund or credit. To ensure the best possible fulfillment of your size request, we recommend that you let us know your required size by return email. This way we can reserve that garment for you.
If you wish to exchange your item for an alternative style or colour you have up to 7 days from receiving your goods to make contact with us. We will then confirm availability and send your preferred size/colour.
Unfortunately, your original postage and/or import duty, customs fees, and local sales taxes (levies) charged are not refundable.
Please remember that refunds will only be authorised if you make contact within 7 days of receiving your goods. Returns are credited in the same manner in which they were originally paid. We cannot provide refunds on orders placed with Afterpay or Laybuy. In this instance, we will offer an exchange or store credit. (Please note: your original postage and/or import duty, customs fees, and local sales taxes (levies) charged are not refundable).
All The Shelter products carry a guarantee on faulty workmanship and materials for the expected life of that product, however, in some instances, we will need to confirm the appropriate cause of action with the appropriate supplier. Items that are damaged as a result of wear and tear are not considered to be faulty. It is at the discretion of taylor/The Shelter Head Office to determine fault. If you would like to return a faulty item, follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size. If we cannot repair or fulfill with a replacement you will receive a credit or refund including your original postage charges. Unfortunately, any levies charged at the destination country are non-refundable.
The Shelter cannot be held responsible for reimbursement or compensation for lost packages sent to us. We suggest you insure your return package.