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Manage your returnUpdated 8 months ago

Online Store Policy

Conditions of return

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. 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.  

Please note that Untouched World does not accept returns (unless goods are faulty or not as ordered) on sale items. 

Sale items purchased are final sale and are non-returnable, so please choose carefully. 

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 prepaid by the returnee, unless the item was damaged, defective, or if we’ve sent you the wrong item.

For Website orders, please courier to:

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

We recommend that you obtain a tracking number. 

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

Returns to a retail store

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 physical retail stores. Our retail team will ensure it gets to us safely, and you'll save on shipping fees.

The store will issue you with a receipt for the unwanted item, and return the item to our web team. We will credit your original method of payment. You can also return items you wish to exchange to our retail stores. You may like to purchase the replacement item directly from the retail store, rather than wait for the web team to courier you the new item. We'll simply refund you for the unwanted item as explained above.

Please be aware that you CANNOT return to our online store or to one of our stockists .

Our current 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 

Method of return payment

We will credit your original method of payment, excluding your original shipping costs (unless 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. 

Contact us for further guidance.


Retail Store Policy

Retain Receipt: Keep your receipt as proof of purchase.

14-Day Exchange: Exchanges accepted within 14 days of purchase.

No Sale Item Returns: Exchanges or returns are not permitted on sale items.

Original Condition: Items must be returned with tags still attached and in original condition.


Our current retail store locations:

Untouched World Christchurch 
155 Roydvale Avenue, Burnside, Christchurch 8053 

Phone: 03 357 9399

Untouched World Wanaka 
35 Helwick Street, Wanaka 9305 

Phone: 03 443 1606

Untouched World Wellington 
45 Willis Street, Wellington Central, Wellington 6011 

Phone: 04 473 1885


Outlet Store Policy

Proof of Purchase: Retain your receipt for any returns or exchanges.

Condition of Garments: Items must be unworn, unwashed, and have original tags attached.

No 'Change of Mind' Refunds: Refunds are not provided for change of mind, wrong size, or color selection.

Factory Clearance Shop: All items here are considered "Sale" items.

Final Sale Items: Sales of sale items, samples, seconds, and faulties are final. No refunds, exchanges, or credit notes.


Our outlet store location:

Untouched World Outlet 

8A Homersham Pl, Burnside, Christchurch 8053

Phone: 03 358 3109

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