How do I return my Order?
Covid-19 Level 3 Update - September 2021
Auckland remains in Alert Level 3 while the rest of New Zealand is currently in Level 2. Our returns warehouse is based in Auckland and we are now accepting returns via post or by dropping your return in-store at your nearest location. Please be sure to make your return contactless and if you are able to, please call ahead to let our team know you will be stopping by. Our retail team will be over to assist you from a safe distance at the front door. Our Temporary Level 2 hours are listed here.
How do I return my items?
This process is meant to be easy! Here's a quick rundown on the best way to return your online purchase if you find that it doesn't fit like a glove!
What are your returns conditions?
All items must be returned within 21 days from the date of purchase, unused, with the original tags and packaging still attached. All footwear must be returned in the original shoe box, sunglasses and jewellery in the original case and box.
Full price purchases placed online are eligible to be returned for an exchange, store credit, or refund providing your returns items fit the above guidelines. In the instance your full order is returned for a refund this may incur a $5 deduction fee, this is an automatic charge applied to cover any complimentary shipping costs that are offered at the time of your order being placed.
Any products classed as sale can be exchanged for another size/item or returned for a Superette Credit note. Sale items are not eligible for a Refund. Unfortunately any items classed as Final Sale cannot be returned.
Any purchases made in store are not eligible for a refund, however these may be available for an exchange or Superette store credit.
If you are near a store, you are more than welcome to drop your return in. The store can swap your item over for something else or issue you with a credit. If you require a refund your parcel will be forwarded to our Online team in our warehouse to action.
Returning via post?
Shipping your online return to us is easy! Simply log into your Superette account and head over to your order history, you can find this under 'my account' and select 'Return items'. Select the item from your order that you wish to return and follow the prompts until your return request is complete.
You'll then receive an email with our returns address and further instructions on how to ship your parcel back to us. We aim to process all returns within 5 days of receiving your parcel.
If you wish to ship your in-store purchase back to us, please touch base with our customer service team.
Any items that arrive to us outside of our policy guidelines will be declined and returned to you.
Please note: If eligible for a refund, this can only be returned the same way it was processed. If a credit note or exchange has been used for part of the payment, you may only be eligible for a partial refund of the item. The refund must be processed back on the same debit/credit card used.
Question not answered? Contact our Customer service team via online chat or at firstname.lastname@example.org | +649 360 2362