FAQ

Items can be exchanged for a different size, colour, or style, unless purchased under ‘Final Sale’. All exchanges are subject to availability.

Items that are further reduced during a promotion are considered ‘Final Sale’ and are not eligible for exchanges or refunds, except where the item is damaged, defective, or not as ordered.

View our Returns Policy for more details.

The Untouched World Outlet online store does not accept refunds on items unless the goods are damaged, defective or the item received is not as ordered. If you believe your item is damaged, defective or not as ordered, please contact Customer Support.

View our Returns Policy for more details.

Our shipping rates are the following:

We endeavour to dispatch orders within 1-2 working days, with most orders placed in the morning dispatched that same day. Please note delivery may be delayed during sale or busy periods. Once your order has been dispatched from our warehouse, approximate delivery times are as follows:

We will email you the tracking number of your package and you will be able to follow the progress of your package through the courier company.

Read our Shipping policy for more information.

We do not ship internationally at this stage.

We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.

Read our Shipping policy for more information.

We accept Visa, Mastercard, American Express, Union Pay as forms of payment.

We're unable to accept bank transfers, cheques or cash. 

If you are having trouble with our site accepting your credit card, please check to make sure you have entered the correct card number and expiry date. If it still doesn't work, we recommend you contact your credit card company.

Yes. Our Outlet offers genuine Untouched World and Merinomink products. They are end-of-season styles and discontinued colours, with the same quality and craftsmanship as our full-price collections, simply offered at reduced prices.

We proudly make 94% of our Untouched World and 100% of our Merinomink collections right here in New Zealand. With much of that created in our own workrooms, our supply chain is simple and transparent.The small amount we do produce overseas is sustainably made by a few select partners who share the same values and vision that we do when it comes to quality and doing right by people and the planet.

To find your size for Untouched World or Merinomink clothing, we recommend referring to our comprehensive size chart available on each product page on our website.

If your measurements fall between two sizes, we recommend considering your personal preference for a fitted or relaxed fit. You can also refer to the product's specific fit notes or contact customer support for assistance in selecting the best size for you.

We can handle a wide range of repairs, including fixing seams and replacing buttons or zippers, patching small holes. Our skilled team of artisans and technicians will do their best to restore your item to its original condition.

There may be a charge for our mending and repair service. The cost will depend on the nature of the repair, the materials required, and the complexity of the work. Our staff will assess the repair needs and provide you with an estimate of the associated costs before proceeding. Faulty garments are repaired free of charge. To organise a repair contact customer support.

You can try on our products at any of our outlet stores. Please note, not all stock may be available.