HELP CENTRE / F.A.Q.
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Returns & Refunds
Returns, Refunds And ExchangesIf a product is faulty or you have received an incorrect item, we will gladly exchange, offer you an online credit, or refund your purchase provided that goods are returned within 10 days of purchase and in original condition. Please note if your purchase was for clothing this must be unworn and unwashed with all original tags attached. For hygiene reasons, there are no returns or exchanges on underwear unless these have a genuine manufacturing defect. In order to make a return or arrange a refund or exchange, please contact us on [email protected] to notify us of the issue and preferred remedy. Please note that proof of purchase will be required and the goods must be returned to us before a refund or exchange can be made.
Shipping costs to return an item/s will be at the customer’s expense unless an item is faulty or incorrect. Shipping and handling charges are not refunded unless the original item was incorrect or faulty. Any items being returned must be adequately packaging, ideally in their original packaging, and clearly labelled to ensure they are not damaged or lost during the return process.
Processing of returns
Once your return has been received and processed, we will email you to confirm the refund or exchange process. Any refunds will be made back to the credit card the item was purchased with. Please allow 1-2 business days from the time we receive your return for it to be processed.
Please note that sale or discounted items may not be returned, refunded or exchanged under any circumstance, these are for FINAL sale.
Shipping & Delivery
International ShippingYou will be able to select your preferred delivery service from the shopping cart. Please note through dated.co.nz not all services are available to all destinations. The full range of services and expected delivery timeframes are as follows. For more information see www.nzpost.co.nz/personal/sending-internationally
Service Name Description Delivery International Air + International Air Satchel Untracked airmail service delivered worldwide 6-10 working days to all other destinations International Air Tracked + International Air Satchel Tracked + International easyTrack (Australia only) Tracked airmail service to selected destinations for smaller items 6-10 working days to all other destinations International Courier/EMS Courier service to selected destinations. Items are fully tracked and get a signature on delivery of the item. 4-6 working days to all other destinations International Express Courier A premium courier service, available to all destinations. Items are fully tracked and get a signature on delivery of the item. 2-5 working days for all other destinations
Tracking Your OrderNew Zealand: We will send you a dispatch email once we have processed your order which will include the track and trace number. This will give you full visibility of your order’s progress.
International: We will send a dispatch email once we have processed your order. Items sent using a tracked service can be tracked through New Zealand Post’s online tracking tool. As New Zealand Post does not control all parts of the delivery chain, tracking updates from certain countries may not be available. In these cases, you can try tracking your item on the destination country’s tracking system.
New Zealand Shipping And DeliveryDispatch Please note that business days are classed as Monday-Friday and exclude statutory holidays. We endeavour to dispatch orders received before midday (New Zealand time), on any business day, that day. However, this may not happen for a variety of reasons and you should allow 2-3 business days for an order to be dispatched. We will communicate with you should the dispatch date be longer than three business days from your order date. Delivery The delivery times noted below are the indicative timings advised by New Zealand Post | CourierPost. Orders are packed and dispatched from Christchurch. CTIL cannot be held responsible for deliveries not made during this timeframe. Delivery times will be impacted by statutory holidays in New Zealand and also in the destination country for international orders. New Zealand
- Delivery target of 1-2 working days for the South Island, 2-3 days for the North Island.
- Delivery to rural or remote rural areas may take longer.