Refund policy

We want you to shop with confidence. Our returns and exchanges policy outlines your options for purchases made through the Untouched World Outlet online store.

If you need to contact us or have any questions about our returns policy, please get in touch with our Customer Support team.

Email: customersupport@untouchedworld.com
Phone: 0800 35 73 75

Refunds

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.

Exchanges

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

For an item to be considered for an exchange, the following criteria must be met:

  • The item must be returned within 30 days of the order date.
  • The item must be unworn, unwashed, and undamaged.
  • The item must be returned in its original packaging, with all accessories and tags intact and undamaged.
  • For hygiene reasons, socks and face masks can only be returned if they are in their original, unopened packaging and unworn. Once the packaging has been opened, exchanges are not permitted.

You are responsible for the cost of shipping the item back to us, as well as the shipping cost for the replacement item, unless the item is damaged, defective, or we’ve sent you the wrong item.

To organise an exchange, please contact Customer Support before sending your item back.

Further Reduced Items & Final Sale

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.

Packaging an item for return

Once you’ve confirmed your return with Customer Support, complete the provided returns form. Pack the item securely in the original packaging, where possible, and enclose the order invoice and completed returns form.

If you no longer have the order invoice or returns form, please clearly include a note with your order number, name and return instructions with your return

All return postage must be paid by you, unless the item is damaged, defective, or we’ve sent you the wrong item.

All returns must be sent to our warehouse by courier and cannot be returned in person. Our physical Outlet and Retail stores cannot accept returns.

For online orders, courier to:

Outlet Online Returns
Untouched World Ltd
21 Sheffield Crescent
Burnside
Christchurch 8053
New Zealand

We recommend using a tracked shipping service and retaining your tracking number until your exchange has been completed.