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My item isn't quite right

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 these guidelines. 

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

How do I return my items?

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

Returning in store is easy, just let our team know your details when you hand over the return, and they will do the rest! Our in-store team can exchange or issue you with a store credit that is valid for 12 months. Returns for refunds are forwarded to our HQ returns team 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 instructions to return. 

Please keep in mind that exchange requests are subject to availability and items cannot be secured for exchanges.

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. 

Returns shipping is covered by the customer. 


Please note: 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.

My returns parcel has been delivered to a P.O Box

Our warehouse is based in an industrial area that is outside of NZ Post's standard postal run. Any parcels sent to us via standard post are re-directed by the postal service to our P.O box so your return can then be safely delivered by a courier driver. This P.O box is cleared by a courier every few days and then delivered to our Superette Warehouse where our team process all returns. 

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. Purchases that have previously been exchanged are not eligible for a refund.

Sale items are non-refundable, however sale stock purchased online can be exchanged or returned for a Superette Store Credit. Any items classed as Final Sale are items that are reduced by 70% or more and 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. 

Question not answered? Contact our Customer service team via eshop@superette.co.nz and our team will come back to you within 24 hours | +649 360 2362