FAQ

How do I make a Return or Exchange?

To make a return or an exchange with Attipas New Zealand you must go to the Contact Us page and choose “I need to return and item” and leave a message so we can process as soon as we can.

Do I have to pay shipping for my return items?

Yes, you will be responsible for getting the item back to us, but any exchange items sent back to you will be sent for free.

When I request an exchange, will the item be held for me?

When your exchange is setup we place your item on hold. Although we do attempt to hold your item, we cannot 100% guarantee that our warehouse will be able to successfully hold your item so we suggest that you ship your item back as soon as possible.

How can I check my return status?

You will be emailed when your returned item arrives at our warehouse.

We will notify you again (within 7 business days) when your return or exchange has been completed.

Please Contact Us or send an Email Us for further information about your return.

How long will it take for my return to be processed?

Once we have received your return at our warehouse, it should take approximately 7 business days to complete.

Can I receive a refund if I return an item?

Yes, but only if your return request is made within 14 days of your original order.

Sale items are NOT eligible for refunds.

Can I return sale items?

No, you cannot return sale items unless stated in our Returns Policy. We will always let you know if a particular sale or promotion excludes returns. For more information on how to return items, see our Return Policy.

How do I return my purchase?

We provide free returns for all our customers. How you return your item depends on where you live.

How long does it take to process my return?

Once your return has been received at our Warehouse, your return request will be processed within 1 – 3 business days.

Once processed, your financial institution can take 3 – 5 business days to process the funds back to your account. Please also allow 3 – 5 business days to return your parcel to our Warehouse.

What are my return options?

We love options, so we’ve made it easy for you to choose between refund and exchange to other item.

How do I exchange or return a product? 


If you would like to return something to us and receive a refund, we need to have the product returned within 30 days after your order date. The postage to us is paid by you, while we pay the shipping cost for the new item back to you. Please keep in mind that we would like to have the product back in the same condition as it was upon receiving it with tags and original packaging.

What do I do if I have received the wrong product?

If you have received the wrong product, please Contact Us or send an Email Us. We will contact you within 24 hours on a working day.

Can I change my delivery address after I have placed my order?


If we have not already sent your order, which occurs every weekday before 15:00 New Zealand time, we always do our best to change the address. Please Email Us and write “Wrong delivery address” in the subject line. Then write your order number and the correct address in the email. We will confirm your change when it is made.

My order will not go through. Can you help me?

If you are having trouble ordering on the website it may, for example, be because you are trying to pay through PayPal or payment method that we currently do not provide. If the above options do not apply to you, please, if possible, take a screenshot of what it looks like when the problem occurs and Email Us our customer service.

Why can I not order the amount of a product that I would like?

You can only order products that are in stock. This is because we want to keep our deliveries fast. If you are trying to order a larger number of goods than is in stock, it will not be possible to place the order and the system will then automatically return to the number that is in stock.

A product is out of stock – Will it be back in stock again?

Should a product be out of stock in a certain size, or entirely, and you are interested in when we will have it back in stock again unless it is already obsolete, please Email Us our customer service and tell us what product and size you are interested in and we will answer your question within 24 hours on working days.

What if the country or state that I would like to order to is missing in the menu on my website?

If your country or state is missing as a choice on our website please Email Us our customer service and tell us what country/state that you would like us to deliver to and we will try to solve the problem on the next coming business day at the latest.

What are the conditions when there is a campaign?

When we have campaigns there can be some conditions and terms that you can read more about here.