Customer service
Returns and problems with an order
If something is wrong with your order, start from the relevant customer order so the item, Store, payment and delivery records remain connected. Your rights under New Zealand consumer law continue to apply.
Return request
What to do
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1
Open the order
Sign in to your customer account and select the relevant order.
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2
Describe the issue
Explain what is wrong and provide clear photographs or other useful information where appropriate.
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3
Keep the item safe
Keep the item and any relevant packaging. Do not send anything back until return instructions have been confirmed.
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4
Resolution
The selling Store and OpShop.Kiwi support can record the agreed repair, replacement, return, refund or other appropriate outcome.
When something is wrong
Problems that should be reported
Contact the selling Store or use the order support process if the item you receive has a problem that was not properly disclosed before purchase.
- The item is materially different from the listing description
- The item has an undisclosed fault or significant damage
- The wrong item has been supplied
- Parts or components described as included are missing
- The item appears unsafe or not fit for its stated purpose
- The parcel or item has been damaged during delivery
Second hand condition
Wear that was already disclosed
Second hand, vintage and antique goods may show wear, age, repairs, marks or other characteristics from previous use. These should be described or shown clearly in the listing where relevant.
A condition issue that was clearly disclosed before purchase is different from an undisclosed fault or a product that is materially different from what was represented.
Change of mind
If you simply decide you no longer want the item
A change of mind does not automatically create a right to return an item. A Store may choose to offer change of mind returns, but any such return is subject to the Store's stated conditions.
This does not affect any rights you may have where an item is faulty, unsafe, materially misdescribed or otherwise covered by applicable New Zealand consumer law.
Damaged delivery
If the parcel arrives damaged
Keep the item, packaging, courier labels and any protective material. Take clear photographs showing the damage to both the item and the parcel.
Report the problem promptly through the relevant order so the Store, delivery information and supporting evidence can be reviewed together.
Sending an item back
Wait for return instructions
Do not return an item to a Store without first receiving the appropriate return instructions. The return address, carrier method or other requirements may differ from the original dispatch details.
Where return delivery is required, responsibility for the return cost depends on the reason for the return, the Store's applicable policy and any rights or obligations that apply under New Zealand law.
Refunds
When a refund is agreed
Where a refund is the agreed or required outcome, it is processed through the supported marketplace payment process so the order and payment records remain connected.
Once a refund has been processed, the time taken for the money to appear can depend on the payment provider and your bank or card issuer.
Consumer rights
New Zealand law still applies
Nothing in the OpShop.Kiwi returns process removes or limits rights and remedies that cannot lawfully be excluded under New Zealand consumer law, including applicable rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Need help?
Keep the order record connected
Where possible, raise the issue from the relevant customer order rather than starting a separate conversation. This helps keep the item, Store, payment, delivery and support history together while the problem is being resolved.
Customer help
Find more information about shopping, payments, delivery and your customer account.