Refund policy
We get it—sometimes things just don’t work out. Whether it’s the wrong size, colour, or just not quite what you expected, we’re here to make returns and exchanges as easy as possible. Here’s what you need to know.
For an item to be considered for a refund or exchange, the following criteria must be met:
- Items must be unworn, unwashed, and undamaged.
- The item must be returned in its original packaging, with all accessories and tags intact and undamaged.
- The item must not have been purchased on 'Final Sale'.
Online Orders
For an item purchased online to be eligible for a refund or exchange, the following criteria must be met:
- Items must be returned within 30 days of the order date.
To organise an exchange or refund contact customer support.
Refunds
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. Untouched World does not accept refunds on sale items (unless goods are faulty or not as ordered).
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.
Exchanges
You can exchange any item, including sale items, for a different size, colour, or style. All exchanges are subject to availability.
Although you will need to pay the delivery fee to return the item/s to Untouched World™, you will not be charged a delivery fee for the replacement item.
Final Sale Purchases
Final sale items cannot be returned or exchanged unless deemed faulty.
International Orders
Our standard refund and returns policy apply to all international customers as well.
If you've incurred an import fee for your order, please contact your country's Customs office to request a refund. Unfortunately, we are unable to handle this on your behalf.
Packaging an item for return
Please pack the item securely into the original packaging (where possible) and include the packing slip. If you are unable to enclose the packing slip, please ensure your order number, name, and billing address is included, along with your instructions. All return postage must be paid by the returnee, unless the item was damaged, defective, or if we’ve sent you the wrong item.
For online orders, courier to:
Online Returns
Untouched World Ltd
21 Sheffield Crescent
Burnside
Christchurch 8053
New Zealand
We recommend that you obtain a tracking number.
Returning an online purchase to a retail store
Refunds
Although Untouched World™ retail stores cannot process refunds, you are more than welcome to return items bought from Untouched World™ online to one of our retail stores (outlet stores excluded). Our retail team will ensure it gets to us safely, and you'll save on shipping fees.
Please bring your invoice as proof of purchase. Our retail staff will sign and make a copy before sending the unwanted item to our web team.
Once the return is received from our retail team, our web team will process the refund to your original payment method. Please note, there might be a slight delay during this process.
Exchanges
You can return items for exchange at any of our retail stores (outlet stores excluded). In-store exchanges depend on stock availability, and we recommend calling the store ahead of time to confirm the item is in stock. If the item you wish to exchange for is unavailable and needs to be transferred from another location—such as our warehouse, another store, or an outlet—please contact our Customer Service team for assistance before proceeding.
If your exchange requires a partial refund (e.g., exchanging for a lower-priced item), our retail staff are unable to process it directly, as refunds for online purchases must be issued to the original payment method. In this case, the retail team will reach out to our web team, who will process the refund on the next business day.
Method of return payment
We will refund your original method of payment, excluding your original shipping costs (unless the goods are faulty or not as ordered), as soon as we receive your returned item. While the refund is immediate at our end, depending on your bank it may take a few days to appear in your account.
Retail & Outlet Store Purchases
Items purchased from our retail or outlet stores cannot be returned to our online store or any of our stockists.
Retail Store
For an item purchased at one of our retail stores to be eligible for a
- Items must be returned within 14 days of the order date.
- Must provide a receipt as proof of purchase
You can visit any of our retail stores to arrange a refund or exchange.
Exchanges & Refunds
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.
Exchanges are available for items in a different size, colour, or style for any reason. All exchanges are subject to availability.
Untouched World does not accept refunds on sale items (unless goods are faulty or not as ordered). 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.
Outlet Store
All items purchased at an outlet store are considered 'Final Sale' items and cannot be returned for a refund or exchange (unless goods are faulty). Please choose carefully.
