Returns Policy


What currencies can I use?
All orders will be completed in New Zealand Dollars.

Can I order outside of New Zealand?
Unless stated otherwise in the product description we will also post to Australia. Delivery prices will be dependent on size and weight of package.

I want to cancel/amend my order:
We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. This means you are unable to cancel or amend an order once you have placed it. All online orders can be returned within 14 days.


How much is shipping?
$5 anywhere in NZ

How long will my order take to arrive?
We aim to deliver your order within 1-3 working days. For rural areas please allow an extra 2 working days.
Please note that from time to time products are sold on a pre order basis which can mean longer wait times. This will be disclosed at the point of sale.

What kind of delivery service do you use?
We use a signature required service. Our courier will not leave a package without the item being signed for. If no one is at the address when the driver attempts delivery, a card to call will be left with instructions on how to arrange collection or re-delivery.

How can I track my order?
As soon as your order has been dispatched we will send you an email to confirm that it's on the way. This email will also have your tracking number, so it's really important that the email address is entered correctly when the order is placed.


Do you ship to PO BOX addresses?
We will only ship to a physical address.


What is your online returns policy?
We understand that buying clothing online can be tricky as you've never felt the product or tried it on. That's why we have a simple returns policy that allows you to get a full refund for any products that you're not happy with. From receipt of your order you have 14 days to return items.

Returned items must be in new, unworn condition, with tags still attached. We can either give you a full refund on the item(s), or exchange them for another style, size or colour that you may prefer.


I have received a faulty item:
At Prepair NZ we aim to provide you with quality products and service at all times, however if you have purchased an item from and believe it to be faulty, please contact us at as soon as possible.


Is postage for returns free?
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Prepair NZ at 115 Tory Street, Wellington. If the item is faulty, postage will be refunded.

We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Prepair NZ is not liable for returns lost in transit that have not been tracked.

Any exchanges will be sent back to the purchaser for FREE.


Will my refund include shipping costs?
No sorry, postage charges on returns are not refundable.


I’ve received an incorrect item:
We're so sorry if you have received an incorrect item in your order, let us know straight away by contacting us at


Donations Refund

Prepair NZ will refund all donations made that are fraudulent due to unauthorised use of a credit card. In all other circumstances, refunds of donations will be at the discretion of Prepair NZ, unless in the event of returning funds raised for a specific purpose that has not been fulfilled by Prepair NZ as agreed.If you have any questions about this policy or wish to seek a refund of a charitable donation you have made, please contact us at


For any further questions or queries please contact us at