Returns Policy
Successfully received your purchase, but the size didn’t fit? Or maybe the colour was not quite what you were after? Not to worry, our customer service team works hard to make sure that your online purchase is exactly what you imagined.
Find the case below that fits your shopping experience and follow the instructions below if wishing to make a return.
We take all suggestions about sizing or colour choices into consideration every time we design a new look so if you have any feedback just email to us on support@brushtail.co.nz
Please note: We highly recommend to try all of the items as soon as you receive them, because we can only accept returns within 14 days from the day you have received your order.
Returning for Store Credit
Got the wrong size or colour?
We want to make sure that you are 100% happy with your purchase. So, should you need to make a return simply follow the steps below and we will issue you with Brushtail store credit to use anytime within a period of 12 months.
Step 1: Pack the item you wish to return.
Step 2: Ship it back to us via post or courier (whichever you prefer) to the address below:
Brushtail Ltd 71 Woodcocks Road, Warkworth, Auckland 0910, New Zealand
Please make sure to include your name and order number (if possible) either on the return packet or on a note inside.
Step 3: Receive your store credit once your returned item has been received by our warehouse. All of our store credits are processed in the form of a gift card that will be emailed through to you.
Step 4: Purchase the same product in the new desired size or colour, or purchase a brand new look.
Your store credit is valid for 1 year, so you have plenty of time to use it. All store credits are processed within 3 to 7 working days right after our warehouse confirms that returned items have been received in the right condition and met all of the criteria for exchange for store credit.
Most returned products will be accepted in exchange for store credit as long as:
- The item is returned within 14 days of their receipt.
- Your product is in its original packaging and is an unused condition with all original tags attached. Please also make sure to include the plastic bag that the item originally came in (if applies).
Other Things to Keep in Mind
Make sure to always consult our size charts for individual items to help ensure that you get the perfect fit.
Always double-check the sizes you have chosen before you check out as accidentally choosing the wrong size can happen causing you to miss out on the size that you actually wanted.
We do not offer refunds (unless it’s a specific case of a manufacturer fault – See Faulty Items below).
We cannot hold exchange items. If you are wanting to exchange to another size, colour, or style and want to make sure that the item is secured, please place a separate order and your new item will usually be shipped out the next day.
The store credit will be given to the value of the original purchase price. This includes the sale prices (not the current price) if the purchased product was bought on sale or with the use of a discount code.
Faulty Items
In the rare case of a manufacturing fault, we can offer a full or partial refund of the purchased product. Just send us a photo confirmation with all the details to support@brushtail.co.nz and we will make sure to help you out.
Please note: Please do not send us back the faulty item unless this was agreed upon with our customer care team.
Returning An Item
If you need a size exchange on full priced items, return shipping of the original items are the responsibility of the purchaser.
Unless faulty, your item must be in its original packaging and in an unused condition, sent back to us within 14 days of your receipt of purchase.
Return Exceptions
Unfortunately, some items cannot be returned if the packaging has been opened, these include:
- Merchandise that has been worn, used, or altered in any way. Please note that it will not be accepted for a return.
- Clearance or sale items where the product description clearly specifies that it’s a Final Sale and so the product cannot be returned.
