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My item isn't quite right

Covid-19 Level 3 Update - September 2021

Auckland is currently in Alert Level 3, while the rest of New Zealand is in Alert 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.   

Please note that any returns made via our Commercial Bay store must be taken to the collection point on the ground floor of the Commercial Bay Precinct. Please phone our team prior to popping in and our team will advise you on further details.

All of our Superette store contact details and hours in the current alert level are available here. We have extended our returns period for purchases made during Level 4. Orders placed during lockdown will have 21 days to be returned from the date Auckland enters Alert Level 3. 

How to Return

If for whatever reason the item you purchased online isn't fitting like a glove, you can absolutely exchange it! Because our products move so quickly the best way to guarantee you get the correct item, is if you simply place a second order. You're more than welcome to pop into your nearest store if this works best for you! You can find our store locations here.

Once we receive your original return, we will refund you via your original payment method as soon as possible. This way there's no uncertainty of getting your hands on the correct item.ย This is applicable for full priced product only, as items purchased at a sale price are not eligible for a refund.

Please note: If your order is 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. We are also unable to refund to alternative debit/credit cards. The refund must be processed back on the same debit/credit card used.

Alternatively, you can choose to send back your garment and once received, we will process the exchange and dispatch out your right size or colour straight away. Just login to your My Account and click the Return button in your Order History. Once you've completed the form just send the item back to us, we'll get that sorted for you as soon as it arrives!ย 


Please note: If we process an exchange or store credit for your purchase, but this still isn't quite right, we are only able to process a further exchange or issue a Superette Credit to your account to put towards your next purchase. We are unable to offer a refund on your exchange.

Items must be returned within 21 days from the date of purchase with all original tags intact and must be brand new and unworn. We recommend sending everything via track and trace so that you can keep tabs on when your item is returned to us. Shoes must be returned in their original box, and we suggest sending these back in the box it arrived in to avoid any damage. This policy also applies to orders placed via Click & Collect.

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.
Please note: Superette reserves the right to return or reject any item that does not abide to the returns policy.ย 

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

Any full price items purchased in store, are able to be returned within 21 days and must have all original tags and be in brand new, unworn condition. For these purchases, we are only able to organise a Superette Store 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. Items purchased from our Superette Surplus store location are final sale and cannot be returned. If you are unsure of the item, you will be best to purchase this online!ย