Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Exchange Policy
We want you to be fully satisfied with your purchase. If you need to exchange an item, please review our policy below:
Eligibility for Exchange
- Timeframe: Items are eligible for exchange within 30 days of the purchase date.
- Condition: Items must be in their original condition, unwashed, unworn, and with all tags and labels intact.
- Proof of Purchase: A valid receipt or proof of purchase is required.
Non-Exchangeable Items
The following items are not eligible for exchange:
- Custom or personalised items.
- Items marked as “final sale.”
Process for Exchange
- In-Store: Bring the item and your proof of purchase to any of our store locations for assistance.
- Online:
- Contact us at autshop@aut.ac.nz to initiate the exchange.
- You will be provided with a return shipping label.
- Once the item is received and inspected, the replacement item will be shipped to you.
Shipping Costs
- Exchanges for defective or incorrect items will be processed at no additional cost to you.
- For size or preference exchanges, you may be responsible for return shipping costs.
Damaged or Defective Items
If your item is damaged or defective, please notify us within 7 days of Proof of Purchase (A valid receipt or proof of purchase is required). We will replace it or issue a refund based on your preference.
Contact Us
For further assistance, feel free to reach out to our Customer Service team:
- Phone: 09-921-9800
- Email: autshop@aut.ac.nz
We appreciate your understanding and look forward to assisting you!
Shipping
We can ship to any where in New Zealand. Note that there are restrictions on some products.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full grams.