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Untouched World

Our help centre provides valuable resources on order tracking, shipping, and returns, ensuring smooth and hassle-free shopping experience. We additionally cover answers to all of our common questions and troubleshooting solutions.

Help Centre | Untouched World

We endeavor 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: 

New Zealand orders (CourierPost): 
1-2 working days 

International deliveries (DHL Express): 
Australia: 2-3 working days 
Rest of World: 3-6 working days 

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.

When can I expect my order to be delivered?

Online store policy: 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 by contacting customer support, provided that the items are returned within 30 days of the order date, unworn, unwashed, and undamaged, in their original packaging (wherever possible) and with all accessories and tags.

Please note that sale items are not eligible for refunds. Exchange requests are subject to the availability of the desired replacement item.

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.

Read more on our retail return policy and how to manage your return.

What is your return policy?

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

See more information on size guide here.

How do I pick the right size?

We consider the entire lifecycle, from seed to decomposition, and opt for natural fabrics and fibres that age gracefully and go easy on the planet. We use ethically and sustainably sourced fabrics like ZQ™ certified merino, organic cotton and Ecopossum™that will naturally return to the earth and break down without contributing to landfill. We give any wool scraps to Terra Lana to make into insulation and we are currently working on a felting technique that transforms leftover material into new products.

What type of materials do you use?

We're super proud to make 94% of our collection right here in New Zealand. With much of that created in our own workrooms in Christchurch, New Zealand.

The 6% of garments that are sourced offshore are made with the same care and attention to detail that we pride ourselves on. We ensure that anything with our name on it is made ethically and sustainably by partners who share the same values we do.

Where are your products made?

We endeavor 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: 

New Zealand orders (CourierPost): 
1-2 working days 

International deliveries (DHL Express): 
Australia: 2-3 working days 
Rest of World: 3-6 working days 

Rest assured, we'll notify you via email with tracking information once your order has been shipped. If you have any questions or concerns, please reach out to our customer support team.

Thank you for your understanding and support.

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