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My item isn't quite right

Covid-19 Level 3, Step 2 Update - November 2021

Auckland has now entered Level 3, Step 2 and all of our retail locations are currently open to the public. We are 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 full retail update for Level 3, step 2 is available here

Our store locations in Wellington and Christchurch are currently operating under the Alert Level 2 guidelines.

All of our Superette store contact details and hours in the current alert level are available here.  

What are your returns conditions?

All items must be returned within 21 days from the date of purchase. Items must be unused, with the original tags and packaging still attached to the product. All footwear must be returned in the original shoe box, sunglasses and jewellery in the original case and box. Refunds are only issued for returns on fully priced product purchased online that fit the above guidelines. 

Please note: Superette reserves the right to reject any returned item that does not fit with the above returns policy conditions.ย Any items that arrive to us outside of our policy guidelines will be declined and returned to you.

How do I return my items?

This process is meant to be easy! Below is a quick rundown on the best way to return your online purchase if you find that it doesn't fit like a glove! Items can be posted back or returned in-store.

If you have any trouble following the below online steps, a physical returns form can be downloaded here and included with your return. 

Returning In-store

If you are near a store, you are more than welcome to return your order in-store. Let our team know your details when you hand over the return, and they will do the rest! Our in-store team can swap your item over for something else or issue you with a store credit that is valid for 12 months. If you require a refund your parcel will be forwarded to our Online team in our warehouse to action within a processing time of 5 working days

Returning via post

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 working days of receiving your parcel. Please do allow this processing timeframe when your returns tracking shows to be delivered.

An example is in the image below.

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Please note: Returns shipping is covered by the customer. Superette does not take responsibility for any items lost in the process of returning them to us. We highly recommend using a tracked shipping service and keeping the tracking number in a safe place until your return has been delivered. Returns are processed within 5 working days of being delivered and signed for at Superette. You will receive an email to confirm when your return is complete.

Can my purchase be returned for a refund?

Full price purchases placed online are eligible to be returned for an exchange, store credit, or refund providing your returns items fit our returns policy conditions. 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.

Sale items are non-refundable, however sale stock purchased online can be exchanged or returned for a Superette Store Credit. Unfortunately any items classed as Final Sale cannot be returned. Sale stock purchased in store cannot be returned or exchanged.

Any purchases made in store are not eligible for a refund however these may be available for an exchange or Superette store credit. This is applies to all purchases made with any of our retail store locations, including over the phone purchases. If you wish to ship your in-store purchase back to us, please touch base with our customer service team.

Please note: If your return is eligible for a refund, this can only be returned to the original payment method used to make the purchase. Refunds must be processed back on the same debit/credit card used, we cannot refund to a different payment method. Orders placed using a voucher or store credit cannot may only be eligible for a partial refund. Items that have previously been exchanged are not eligible for a refund.

Question not answered? Contact our Customer service team via online chat or atย eshop@superette.co.nzย | +649 360 2362