Do you accept exchanges?Updated 3 months ago

At Untouched World, our commitment is to ensure our customers are completely satisfied with their purchases. We understand that sometimes items might not fit as expected or may not meet your needs. Here's our exchange policy for both regular-priced and sale items:

Regular-Priced Items

Exchange Period

Items purchased at regular price can be exchanged within 30 days of purchase. Please ensure the item is in its original condition, unworn, and with all tags attached.

No Restocking Fee

There are no restocking fees for exchanges on regular-priced items.

Size & Color Exchange

If you wish to exchange an item for a different size or colour, please contact our customer support to check availability.

Delivery Fee for Non-Faulty Garments

For non-faulty garment returns, customers will need to prepay the delivery fee to return the item/s to Untouched World.

Customers will not be charged a delivery fee for the replacement item.

Faulty Garments

If you receive a faulty garment, please bring it to our attention immediately. We will process a return, refund, or exchange based on availability and cover any associated delivery fees.

Sale Items

Exchange Period

Items purchased on sale are non-returnable.

Exchanges for sale items are permitted but are subject to availability.

Each sale item can be exchanged only once.

Size Confirmation

Please confirm the desired size when contacting our customer support for an exchange on a sale item.

General Guidelines

Contacting Customer Support

For any exchange enquiries or to report a faulty item, please contact our customer support team. Provide as much detail as possible, including the order number, product details, and the reason for the exchange.

Our team will guide you through the process and provide any additional information you might need.

Online or Instore

If you purchase a garment online please contact customer support. Please note, you CANNOT exchange items bought at a New Zealand Untouched World retail store to the Untouched World online store.

If you purchase a garment from one of our retail stores – feel free to exchange it to the retail store. Please be aware that you CANNOT exchange to our online store or to one of our stockists.

Our retail store locations:

• Untouched World Christchurch - 155 Roydvale Avenue, Burnside, Christchurch 8053
• Untouched World Wanaka - 35 Helwick Street, Wanaka 9305
• Untouched World Wellington - 45 Willis Street, Wellington Central, Wellington 6011