Customer Support
We hope you'll find all the answers to your questions in the sections below. If the information you are looking for isn't available, please don't hesitate to contact us. We'd love to hear from you, and you'll be helping us to keep this section updated.
Contact Details
For enquiries regarding our online store:
0800 357 375 for calls within New Zealand
+64 3 357 3758 for international callers
For all other enquiries:
+64 3 358 3809
Please be aware that our customer service team is usually only available to speak with you personally between the hours of 8.30am-4.00pm, Monday through Friday, New Zealand time. You can however email us at any time (customersupport@untouchedworld.com) and we'll get back to you as soon as we can.
Our Products
All the items available at Untouched World™ online are current season, so if you can't find something on the site, try searching for it using the search bar function at the top of any of the site's pages. If the search doesn't help, we may not stock that product, or it may be unavailable. We're here to help, so send us an email if you have a query and we'll come back to you with answers. We'll do our best to source what you're after.
Your Account
To create an Untouched World™ account, click the person icon in the top right corner of the header, then select the "Create Account" button.
You can simply start shopping without registering – we'll prompt you to give us the necessary information when we need it.
It's well worth registering for an account with us anyway. Even if you don't make a purchase immediately, you can opt in to receive the latest news and any special offers from us. Plus, when you do decide to make a purchase, we'll already have your details, so checkout will be nice and easy.
Your Password
When you register for a shopping account with Untouched World™, you are required to choose a password which will allow you to access your account and view your order history. To change your password, please contact us at customersupport@untouchedworld.com and we will send you an email with instructions to reset your password.
Your Order
Wondering where things are at with your order? You can check the current status of your orders by signing in. Just click on 'Account’ for all the details. The order process begins very soon after your online purchase is completed. As soon as we locate the item in our stock, we'll approve your payment and send your package on its way. You won't be charged for the item until it is shipped to you.
Cancelling an Order
If you've made an error in an order you've just placed, please contact us immediately. We'll do our absolute best to try and stop the order in our system, but because we try to fulfil your orders as fast as we possibly can, it may have already been processed. If this has happened, you will need to return or exchange the item. We tell you how to do this in our returns and exchanges
Payment Options
We accept Visa, Mastercard, American Express, Union Pay, AliPay, WeChat Pay, Apple Pay, Google Pay, and Untouched World™ online gift vouchers as forms of payment. We're sorry but we can't accept cheques or cash. If you are having trouble with our site accepting your credit card, please check to make sure you have entered the right card number and expiry date. If it still doesn't work, we recommend you contact your credit card company. Additionally, we will accept Afterpay in New Zealand but not yet in Australia.
Delivery Details
At Untouched World™, we are committed to delivering your orders efficiently and securely. Please read our shipping policy to understand our shipping practices and procedures.
Delivery timeframe
We endeavour to dispatch orders within 1-2 working days, with most orders placed in the morning dispatched that same day. Delivery may be slightly delayed during sale or busy periods. Once your order has been dispatched from our warehouse, approximate delivery times are as follows:
| Shipping Destination | Timeframe | Carrier |
|---|---|---|
| New Zealand | 1-2 business days | NZ Post - Express Shipping |
| Australia | 2-3 business days | DHL - Express Shipping |
| International | 3-6 business days | DHL - Express Shipping |
Shipping Rates
Our shipping rates and the minimum spend required for free shipping are the following:
| Shipping Destination | Shipping Cost | Free Shipping Minimum Spend |
|---|---|---|
| New Zealand | NZ$10 | NZ$100 |
| Australia | ~AU$25 | ~AU$185 |
| North America | ~US$25 | ~US$145 |
| Europe | ~€25 | ~€165 |
| United Kingdom | ~£25 | ~£140 |
| Rest of World | ~US$30 | ~US$285 |
*Foreign exchange rates updated January 2025
For international shipping:
The rates displayed above are converted from New Zealand Dollars (NZD) to the respective currencies at checkout. The prices above are only an approximate. The actual cost of shipping in local currency may vary due to fluctuations in the exchange rate between NZD and the respective local currencies. Therefore, the final cost in the local currency may be subject to change at the time of purchase.
International Customs Charges and Import Duties
Unfortunately, we have no control over customs charges and import duties. As customs policies and import duties vary greatly between countries, we are unable to tell you whether charges will be payable and what this cost will be. On occasions when customs charges and import duties are imposed, these charges must be paid by the recipient of the parcel.
Customs fees and import duties are applied once your parcel arrives in the destination country. To avoid any unexpected costs, we recommend checking with your local customs office for current rates before placing your order. Untouched World™ is not liable for any customs fees or import duties incurred.
How We Deliver Your Order
To ensure we are able to deliver your purchase, we use ‘track and trace’ couriers. They use a scanning system to follow the progress of your delivery and require a signature on receipt of the package. If a problem arises, this means you are able to follow up directly with the courier company involved, and proof of delivery and/or the status of the package can be supplied. There will be a copy of the signature of the person that received the package, and the courier driver can be identified. If you require non-signature or specific delivery instructions, you will have to organise this with the courier company. Please use the tracking link provided with your dispatch confirmation to contact them.
Tracking Your Package
You will receive an email with your tracking number once your order has been dispatched, allowing you to follow its progress via the courier. Please check your spam or junk folder if you don’t see it in your inbox. You can also log in to our website at any time to view your order status.
Your Delivery Address
Please ensure your shipping address and other key details are entered accurately at the time of purchase. We recommend double-checking your order confirmation email and advising us as soon as possible if any changes are required. Untouched World™ is not liable for orders delivered to incorrect addresses provided by the customer, or for any additional shipping costs incurred due to address changes or failed deliveries.
Because a signature will be required, it is a good idea to provide a delivery address for where you're likely to be during the day, such as a work address. If your work address is in a large or multi-level building, please note most couriers will only deliver to the foyer.
We are unable to deliver to PO Boxes outside of New Zealand or Australia.
Once your parcel has been delivered, responsibility for the package transfers to you. If you opt to update your delivery preferences to allow delivery without a signature, you accept the risk of loss or damage, including theft. For further details, please refer to the courier company's delivery policies.
If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick up the package.
Please be aware we are unable to provide exact delivery times for our couriers, and that couriers do not call prior to delivery.
When Your Package Arrives
When you receive your order, you should immediately check to ensure you have received the correct item/s ordered, and that no damage has occurred to the package during delivery.
If the packaging is damaged and has affected your purchase, please sign for the package as ‘DAMAGED’ and take a photo. If the products themselves are damaged, contact the carrier (NZ Post for New Zealand, DHL for international orders) to report the issue and obtain a reference number. Then, reach out to us with any photos and details so we can initiate a claim with the carrier. We will act promptly to resolve the matter as quickly as possible.
If your package is in perfect condition, but you discover the item/s inside are damaged or defective, please get in touch to let us know.
Lost or delayed shipments
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.
Order Changes & Cancellations
Once an order has been dispatched, we are unable to make changes or cancel it. Please contact us as soon as possible if you need to modify your order.
Shipping Destinations & Restrictions
We ship worldwide, except for:
Afghanistan, Anguilla, Antigua & Barbuda, Ascension Island, Azerbaijan, Bahamas, Benin, Bhutan, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Curacao, Cöte d'Ivoire, Djibouti, Dominica, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, French Southern Territories, Gabon, Gambia, Grenada, Guinea, Guinea-Bissau, Guyana, Haiti, Iraq, Kiribati, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mongolia, Montserrat, Mozambique, Myanmar (Burma), Nauru, Nepal, Nicaragua, Niger, Niue, Papua New Guinea, Pitcairn Islands, Russia, Rwanda, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Georgia & South Sandwich Islands, South Sudan, St. Helena, St. Lucia, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Säo Tomé & Principe, Tajikistan, Timor-Leste, Togo, Tokelau, Tristan da Cunha, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uzbekistan, Vanuatu, Wallis & Futuna, Western Sahara, Yemen, Zambia.
Some products may not be available for shipping to certain countries. If an item cannot be shipped to your location or requires additional shipping information, this will be clearly noted on the product page.
Returns and Exchanges
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.
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.
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.
