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Returns & Exchanges

Returns Policy

Try your purchases on in the comfort of your own home and if you need to send them back, you must do so within 5 working days of receipt of merchandise. Please make sure your items are returned new, unused and with all Wallace and Gibbs and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

Sale items may not be returned or exchanged, unless they are faulty. This includes promotional discounted sales (Black Friday etc).

All online orders that are returned must be made via our returns page and not via the store.

Shipping charges are not refunded unless the original item was incorrect or faulty.

Wallace and Gibbs take no responsibility for delays incurred at the recipient’s end. Please contact your shipping provider for information on your delivery.

International Returns

Title for shipped merchandise will pass on to you upon Wallace and Gibbs delivery to the carrier/courier. Depending on the destination and product, you may have to pay additional taxes or import duty. Wallace and Gibbs is not responsible for any additional taxes or duties incurred by your country.

When orders are shipped outside of New Zealand, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. When ordering from Wallace and Gibbs you are the ‘importer of record’ and must comply with all laws and regulations of the country in which you are receiving the goods. Customs policies vary widely from country to country, please research you own countries importation and duty policies.

If you decide to return an item to Wallace and Gibbs you are responsible for all shipping and customs duties incurred. Please ensure the service is tracked and take you time to fill out all customs declaration forms, and clearly mark the item as a ‘returned item’ or with no commercial value. This is imperative to ensure that no duty’s or importation taxes are placed on the item.

Wallace and Gibbs takes no responsibility for delays incurred at the recipient’s end, this can vary depending on the customs rules and regulations for each destination country. 


Refunds are only issued for the products sold. The original shipping cost will not be refunded. Refunds will be issued in New Zealand Dollars.

A refund can only be processed back to the original payment method - if you no longer have access to that payment method, then you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

Refunds may take up to 10 working days to show in your account, depending on your bank or credit provider.

Payments made via Laybuy will be refunded via Laybuy when we advise them of the return.

For International Orders: Refunds are made based on the current currency rate at the time of the refund, which can differ to the currency rate at the time of the order. Any price difference due to foreign exchange rate variations or timing will be to the purchaser's account.


If you would like to exchange an item please make a second purchase on our website, and when your item is returned you will receive a refund for the original purchase. Please remember to fill out our online returns form via

We do not hold items for the purpose of exchanging.

Sale Items

Sale items are final and may not be returned or exchanged. Please choose carefully. Use our live-chat, facebook chat or email if you need help before purchasing.

Damaged Goods

In the unlikely event that your item arrives damaged, please contact If we are unable to provide a replacement we will issue a full refund.

Return Procedure

All returns must be registered via, correctly packaged with the original order number referenced clearly on the outside of the parcel.


Wallace and Gibbs c/- Web Returns
50 Buckingham Street
Arrowtown 9302


Instore Refund Policy

In addition to your Statutory Rights, should you change your mind we will exchange or issue a credit note, provided:

  1. The items with the original receipt are returned with 7 days of purchase, and
  2. Items must be in original conditions as purchased with labels/tickets attached. Garments/Shoes must not have been worn or washed.