Returns

We hope that you love your purchases. If something isn't quite right, eligible online purchases can be returned within 7 days of shipment for a refund, store credit or exchange.

Online Purchases

Full-price items may be returned within 7 days of shipment for a refund, store credit or exchange, subject to availability.

To be eligible, items must be returned in their original condition, unworn and unused, with all tags and original packaging attached.

Final Sale

Sale items and items purchased with a discount of more than 15% are considered final sale and cannot be returned for a refund, store credit or exchange, unless faulty.

For hygiene reasons, we cannot accept returns on:

• Jewellery

• Perfume

• Body products

• Lingerie

• Swimwear

How to Return

To request an online return, please email hello@truestore.co.nz within 7 days of your order being shipped.

Please include your order number, the item(s) you'd like to return and the reason for your return.

We'll review your request and confirm whether your return has been approved, along with the return instructions.

Please do not send your return before your request has been approved.

Once approved, please send your return to:

Attn: Returns
True Store
302 Barton Street
Hamilton 3204
New Zealand

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as True Store cannot accept responsibility for returns that do not reach us.

Once your return has been received and inspected, we'll process your refund, store credit or exchange.

Please allow 5–10 business days for refunds to be processed. Your bank or payment provider may require additional time for the funds to appear in your account.

Shipping Costs

Original shipping costs are non-refundable.

If your order qualified for complimentary shipping and you choose a refund, the original shipping cost may be deducted from your refund.

Return shipping costs are the responsibility of the customer.

For international orders, any customs duties, taxes or return shipping costs incurred are also the responsibility of the customer.

If an international shipment is refused due to customs duties or taxes, any costs incurred in returning the parcel to TRUE Store may be deducted from your refund.

Afterpay

If your original purchase was made using Afterpay and you choose a refund, a 6% Afterpay processing fee will be deducted from the refund amount.

Alternatively, you can choose store credit or an exchange.

In-Store Purchases

Full-price items purchased in-store may be returned within 7 days of purchase for store credit or exchange.

Items must be returned in their original condition, unworn and unused, with tags attached and proof of purchase.

Refunds are not offered for change-of-mind in-store purchases.

Sale and discounted items are final sale.

Faulty Items

If you believe an item is faulty, please contact us at hello@truestore.co.nz.

Faulty items are handled separately from our change-of-mind returns policy and will be assessed in accordance with the Consumer Guarantees Act.

If you have a question about a return or your order, please contact us at hello@truestore.co.nz.