IN STORE RETURNS

To be eligible for an in store return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund, exchange or store credit.

  • Full price items are available for an exchange or store credit. 
  • Sale or reduced items are not available for a return of any kind.
  • Jewellery, perfume, body products, lingerie and swimwear are not available for a return of any kind.

No refunds are offered for in store purchases unless an item is faulty.  

 

ONLINE RETURNS

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund. 

  • Full priced items are available for an exchange, refund or store credit within 7 days. The complimentary shipping fee will be deducted from the total refund amount, if returning the entire order.
  • Sale or reduced items are not available for a return of any kind and these sales are considered final. 
  • Jewellery, perfume, body products, lingerie and swimwear are not available for a return of any kind.

Refunds

To request a return, please log into your account, go to your "orders" and request a return using this portal. If you have any issues, please get in contact with us at hello@truestore.co.nz

If your return is accepted then please post it back to us at the following address:

True Store

302 Barton Street

Hamilton, 3204

Once your return is received and inspected, then your refund will be processed, and a credit will automatically be applied to your bank account, credit card or original method of payment, within 3-5 business days when returns are processed.

If your return request has been declined, we will follow up with an email as to why.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@truestore.co.nz

Sale or promotional items

Only full priced items may be refunded, unfortunately, sale items cannot be refunded. This includes any product that has a discount of 15% or more.

Sale + discounted sales are final. 

Shipping

To return your product, you should mail your product to: True Store, 302 Barton Street, Hamilton, 3204, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the complimentary shipping fee will also be deducted from the total refund.  

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.