FAQ Page

Products

Why am I not the same size across all your products?

Our sizing may slightly vary across individual styles as each one has a different fit and/or shape. Eg. A ’94 Tee is a shorter cropped tee compared to the Rail Tee which is slimmer in the body and longer in length. We recommend you read product descriptions and check our product specific size guides to best gauge what size you would be.

 

Is everything in-store available online.

Not everything that is in stock in-store will also be in-stock online and vice versa. Please contact our online team, or phone your local store to enquire about product availability.

 

The item I want is out of stock. When will you be getting more?

We do not usually restock our products once they are out of stock. Best to get in as quickly as possible if you see something you like. However, we do often bring out new colour-ways in the same styles as previous drops so there may still be something for you in future if you do miss out.

 

Do you have a size guide?

Our size guides are specific to each individual style of garment because of the varying fits that we offer. We find this much more useful than a standard size chart. In some cases, older garments may not have a size guide provided. You can contact us for more information regarding fit or sizing.

 

Orders & Shipping

Has my order been placed?

If you do not receive an order confirmation email shortly after completing your purchase, please check your Junk and/or Spam folder. If you still have not received confirmation, please contact us as your customer details may not be in our system correctly.

 

How do I make changes to my order?

You cannot edit your order once it has been placed. If there are any urgent changes you need to make you can contact us with your order number and details to amend. Please note that we will endeavour to try make these changes prior to dispatch, but due to the busy nature of online these requests may be missed before your order has been processed. If this is the case, any changes to your order such as sizing will need to be made through the official returns process once you have received your products.

 

Why have I only received part of my order?

In some cases, we may not be able to fulfil your full order at our online warehouse. When this happens we source stock from our stores and get them to send it directly to you. If this is the case for your order, you will be contacted via email stating that you will be receiving your order in more than one package. These should arrive on the same day or within a day of each other.

 

Why have I received a refund when I have not asked for one?

Due to the high volume of product moving in and out of our warehouse each day,  there may be shortfalls in stock where we thought there was availability. This is more commonly the case with our sale product promotions. As there is usually a high influx of orders within the warehouse during these massive sales, we automatically refund you the price per unit that we cannot fulfil. This is so we can get yours, and all of our other customer orders to their doors as quickly as possible. This automatic refund clause can be found on our terms and conditions page for any valid promotions that it applies to.

 

Why can’t you fulfil an item that said it was in stock online at the time I purchased it?

From time to time there will be stock variances in our warehouse from what is showing online to what we have physically in the building. We try to keep this as accurate as possible by doing regular stock takes. If this happens, we will try fulfil the item from one of our retail store’s stock. If we cannot do this, and it is not a part of a deal where automatic refunds apply, we will contact you asking whether you would like to exchange the item for something else or whether you would like a refund.

 

I emailed Customer Service, but I have not had a reply?

We appreciate your patience when waiting for a response from our customer service team. Our usual online business hours are between 8am – 4:30pm Monday to Friday so any communication throughout the weekend will be responded to as timely as possible as we work through all enquiries. All enquiries made after hours will also be reviewed the following morning.

 

If there is a problem with my order, what should I do?

All order enquiries need to be emailed to our online team. Please include your order number and as much detail as possible. Any photo attachments that may prove useful are also highly encouraged so that we can try resolve any issues as quickly as possible. 

 

What happens if I receive an incorrect item?

Mistakes can happen. If you receive an incorrect item, please contact us with your order number and the incorrect item that you received and what you were supposed to receive. We will pay for freight to return the incorrect garment and then send out the correct item once we have processed the exchange.

 

What If I am trying to place an order and there is an error?

If there is an error on our website please try refreshing the page or entering a new browser. If it is payment related please enquire via our Facebook page or contact us so we can check that we have received your order into our system.

 

What kind of delivery service do you use?

All New Zealand orders placed are sent via New Zealand Post or Toll. All international orders placed are sent via DHL.

 

How long does it take to process orders?

We offer same day dispatch for all full price orders placed before 2pm Monday to Friday. This excludes orders that include any promotional activities. However it is our aim to get ALL orders placed before 2pm out with our couriers the same day. If we are unable to process your order for any reason, we will contact you via email.

During very busy promotional periods the processing time for orders may be delayed to 1-3 business days.

 

How long does shipping take?

For all shipping details please visit our shipping page here:

- North Island Delivery – Expect your delivery within 1-3 business days

- South Island Delivery – Expect your delivery in 1-4 business days

- For all rural delivery addresses add an extra day.

 

Do you ship outside of New Zealand?

Yes, we ship to all Countries.

 

Do you guys offer click & collect?

We do not offer click and collect for any online orders.

 

Payment

What forms of payment are accepted ONLINE?

We accept Visa, Debit, Credit Card, Mastercard, Amex, Afterpay, Laybuy, Zip & Online gift cards

 

What forms of payment are accepted IN-STORE?

We accept Visa, Debit, Credit Card, Mastercard, Afterpay, Laybuy, Zip & Physical store gift cards

 

Can I use my Physical Lower Gift Card that I purchased in-store online?

No. Our physical and online gift cards are configured differently.

 

How do I purchase a gift card?

If you want to purchase a gift card online you can find them here. These will only be valid for purchases made on our website. If you would like to purchase a gift card in-store please visit your nearest store to purchase one.

 

Why is my discount code not working?

Please check the code for spelling errors, expiry dates and terms of use. Discount codes are not valid on any already discounted promotional activities. If you are still experiencing issues please contact our customer services team.

 

Why is Afterpay not available at checkout?

Please ensure that you are using a supported browser, such as;

- Google Chrome
- Safari
- Firefox
- Microsoft Edge
- Opera
(We recommend Google Chrome)

Please also ensure you have not accidentally selected any of the Express Checkout options (Shop Pay or Google pay), after pressing the ‘Checkout’ button in your cart. (Express Checkouts will not show Buy Now, Pay Later providers.)

 

 

An item I was going to purchase on promotion is no longer at promotion price? Can I still buy it at the sale price?

You gotta be fast or your last when it comes to promotions. Our promotional activity is constantly changing so once an item is no longer within a valid promotion it is only valid to purchase at the price set in current time. All prices are final upon checking out.

 

Why have I been charged twice?

This is usually caused by an authorization charge from your bank. Certain banks sometimes have more difficulty than others displaying pending authorizations. This means that sometimes a charge will show up twice - once as a charge, and once as an authorization. An authorization is a security measure put in place by your bank to ensure your account has enough funds to cover the purchase before processing it.

Most mobile banking apps have difficulty displaying authorizations accurately. So, we always recommend checking a full desktop version or getting in touch with your bank provider.

 

Returns

What is your online returns policy?

For our full returns policy please click here

 

What is your in-store returns policy?

Our In-store policy is a bit different to online.

We only offer returns for exchange or store credit only. This store credit is valid for 12 months. We will only offer exchanges in-store for another item of the same value. We do not offer cash back refunds for any purchases made in-store unless the garment is faulty upon purchasing it.

In any case of a return, the receipt/proof of purchase needs to be presented to our staff, along with the garments being brought back in original packaging and tags attached as a saleable item.

You have approximately 30 days from purchase date to make a return. Any purchases made out of this time frame can be accepted under the discretion of our staff and/or regional manager if they are still new season items.

 

Can I exchange my online return in-store?

As our physical stores and online store are treated separately, we ask that you please return your items to the original store you purchased from. For all online returns please use our official portal here and for all in-store returns please visit the store you purchased your items from.

 

Can I return an item that I have used?

Sorry, only products in new unused condition will be accepted for returns. If you have worn a garment, you are no longer eligible for a return. If you return a product that has been worn and is not in saleable condition you will not be issued a refund/exchange for your item.

 

Will my refund include shipping charges?

No. You will only be issued a refund for the price you paid for the garment. Returns and exchanges are also to be sent back at the expense of the customer, however we will send out your new garment if making an exchange at our expense.

If we have made a mistake and your order is not correct (us being at fault), we will work with you to get the correct garment out to you asap. 

 

How long does it take for me to receive a refund?

Once we have processed your return and you have received an email notification stating that it has been processed the standard time for your refund to return to your original payment method is usually between 2-4 business days. There is no way for us to speed this process up sorry.