Shipping + Returns
Shipping
Where does The Untoward ship?
We currently ship worldwide, our rates for NZ & Australia will be calculated at the checkout. Please get in touch for a shipping quote to other parts of the world.
How long does shipping take?
For ready to wear items, we aim to dispatch your order within 1-2 business days.
For made-to-order items, please check the estimated lead time or get in touch with us for confirmation.
Below are the target times provided to us by our courier service. These targets are currently severely impacted by the pandemic and other things out of our control like customs clearance.
New Zealand: 1-2 business days - allow extra time for rural delivery.
Australia: 3-10 business days
Rest of World: 3-10 business days (please get in touch for a shipping quote)
Can I track my items?
We provide a tracking number for you when your order has been picked up by one of our couriers.
If you aren’t at home to collect your order, please ensure that you make it to the collection point within 10 days, or your order will be returned to us.
Any additional fees due to failed attempts at delivery/incorrect address are your responsibility.
If you have accidentally entered an incorrect address please contact us immediately via our contact page with your order number and correct address.
Do I need to pay customs fees or taxes?
For orders outside New Zealand, customs duties and taxes will be payable upon the order arriving in your country. Unfortunately, we are unable to estimate what these charges will be, as they are applied by your local customs. You will need to pay these charges in order for your order to be released. You can contact your local customs office for more information on the charges your order may incur.
The Untoward are unable to refund any customs duties or taxes paid, should you wish to return an item. You can contact your local customs office to obtain a tax refund.
Sizing and Exchanges
Exchanging a size?
We would love to assist you with any sizing queries you might have. Please get in touch with us via our contact page and we would be happy to take any specific measurements or pictures you may require, so long as we have the item in stock.
Where can I try things on?
Please head over to our Locations and Events pages to have a look at any events, pop-ups or stockists that might be near you.
We also offer occasional fitting appointments, please get in touch with us via our contact page for any we might have coming up. Please note that appointments incur a non-refundable charge which will be deducted from any purchases made.
How do I exchange or return an order?
If you’ve had a change of heart or the fit just isn’t quite right, we want to work with you to find the best solution. We will happily exchange an item for you so long as we have it in stock. Refunds will be given on a case by case basis in line with our returns policy below.
Payment Options
What payment options do you offer?
We accept Visa, Mastercard, Amex and Apple Pay.
Returns Policy
What is your returns policy?
We have strict quality control measures in place for all of our garments but due to the nature of organic materials and of course the odd human error, sometimes faults can occur. If we send you an item that is faulty or damaged, we will absolutely offer a full refund, exchange or credit for the full amount paid for that item.
We will offer a refund for a faulty/damaged item under the following conditions:
- The item/s must be returned within 7 days of purchase (as long as the postal mark indicates you have sent it within that window)
- The item/s must be unworn with tags still attached and free from makeup and perfume.
- Unfortunately if your return is lost on its way back to us, we are unable to process your refund. We recommend that you use a tracked service to ensure its safe return.
- We cannot take responsibility for any charges incurred by import duties and taxes.
If you wish to return an item for change of mind or other reasons, please contact us with your order number and a brief reason as to why you would like to return the item and we will see what we can do for you.
How do I return my item?
If you wish to return an item, please contact us within 72 hours of receiving it with a brief reason for the return/exchange. We are happy to deliver you an exchanged item at our cost, once your return is received and processed.