I want to return my item

Covid-19 Level 3 Update

We are now accepting returns if you still wish to return your order to us.  We have extended this timeframe beyond our 21 days returns policy timeframe and we are accepting returns for orders placed between the 1st of March 2020 and end of day on the 27th of April 2020 will be accepted for return until the 19th of May, unfortunately any parcels that arrive to us at Superette after this date are not eligible to be returned.

Return to Store

Your return can be dropped into your nearest Superette store to be processed during Level 3. Returns must be delivered during our temporary Level 3 store hours. While we are in Level 3 our priority is the safety of both you and our teams, please be sure to maintain a safe distance and contactless drop off when returning your order.   Each of our stores will have a drop off area inside at the front door, however items cannot be left at the door without first alerting our in-store team. Please be sure to knock on the door and our team will be over to assist you with your return right away.

Store hours

Return via Post
If you are not near one of our store locations your return can be shipped back to us. We highly recommend sending your return back to us via a traceable shipping service so you can ensure that your parcel reaches us quickly and safely!

All items returned to us must be in brand new unworn condition, and have their original tags still attached.  Any items with the tag removed, or reattached after removal are not accepted for return.  Full price items are eligible for an exchange, Superette credit, or a refund if they are returned within the selected timeframe.  Sale items are non-refundable and can be returned for an exchange or Superette credit.  Final sale items are not accepted for returns.

To begin the returns process please head over to the below link to our returns portal, this will issue you with a unique returns number, and send a message to our returns team with all of your return details.

Start your return

Our team will be working hard to complete all returns as quickly as possible. While we work through these we do ask you to please allow some additional time for returns processing, and touch base with us at eshop@superette.co.nz if you have any questions or concerns about your return.

The Superette Team

 

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Online shopping can sometimes be tricky, and we understand that a garment might not be 100% right every time. If for any reason you haven't fallen in love with your pieces and need to return, that's okay, we can help!

To be eligible to return, your item must be returned to us within 21 days from the date of purchase. Your garment(s) must be in unworn condition and remain new with tags and in originally packaging. Shoes must include their shoe boxes and we suggest reusing the boxes they are couriered in to avoid damage to the box itself. We recommend returning all parcels via a traceable method to ensure parcels arrive within the timeframe and your preferred outcome can be actioned.

Please note Superette does not take responsibility for any items lost in the process of returning them to us and hence why we recommend a traceable method. We will raise a credit, exchange or refund you once the garment has been returned and accepted by Superette.

You're more than welcome to return this to store if that is easier for you! Please understand that stores will be unable to process a refund for you, however they can absolutely help you find something to exchange this for, or they can issue you a store credit, valid for 12 months for use in store and online. If your order is eligible for a refund, and this is your preference, our team will take note of your details and send your return back to our Returns Team on your behalf to be actioned.

Full Priced purchases: Our returns team are happy to exchange, refund or issue a Superette Credit any full-priced item purchased online. Your return must be logged online via our Returns Centre below and approved by our team prior to return shipment. If you have any questions regarding your return, feel free to contact our Customer Support team via Live Chat, phone or email.

Sale purchases: Sale stock purchased online can be exchanged or returned for a Superette Gift Card. Final Sale cannot be refunded or exchanged. Sale stock purchased in store cannot be returned or exchanged.

In Store purchases: Any items purchased or exchanged in store, are able to be returned within 21 days and must have all original tags and in brand new, unworn condition. For these purchases, we are only able to organise a Superette Credit or an exchange. We cannot issue a refund for these items unless they are faulty, on the premise that you have been in store to view and try the item. Items purchased over the phone with stores follow this same process. If you are unsure of the item, you will be best to purchase this online!


Superette offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, Superette will retain any original shipment costs incurred ($5 NZ&AUS, $40 International).

Return shipping costs are to be covered by the customer.

If you have any questions regarding your return, feel free to contact our Customer Support team via Live Chat, phone or email.

Start My Return