Returns & Exchanges Policy
We want you to love what you receive. This policy applies to all online orders placed through our website.
Return Window
New Zealand orders: You have 14 days from the date of delivery to return or exchange an item. International orders: You have 14 days from the date of delivery to return or exchange an item.
Eligibility
To be eligible for a return or exchange, items must be:
- Unworn, unwashed, and in original condition
- Returned with all original tags still attached
- Accompanied by proof of purchase
Refunds & Store Credit
For eligible returns, we offer:
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Exchange for a different size or style
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Store credit to the value of the goods (excluding original shipping)
Refunds to your original payment method are issued in the case of a manufacturing fault or an error on our part. These can take up to 10 working days to process, depending on which bank you are with.
Manufacturing Faults & Incorrect Items
If your item arrives faulty or we sent you the wrong item, we'll make it right - at no cost to you. We will cover the return shipping cost and send a replacement (or issue a full refund) upon receiving the returned item.
Please note: items damaged through incorrect care - such as warm or hot washing against our care instructions - are not covered under warranty and are not eligible for return, exchange, or repair. (Although we are happy to help you with some good old "resfresh" tips to help bring your garment back to its original form.
Shipping Returns
New Zealand returns: Return shipping is at the customer's expense. We strongly recommend using a tracked and signed courier service, as we cannot accept responsibility for parcels lost in transit.
International returns: Return shipping costs are non-refundable and at the customer's expense. Replacement items are shipped at standard international shipping rates. If the return is due to our error, we will cover all return and replacement shipping costs.
To reduce unnecessary freight (and its environmental impact), we encourage you to contact us before purchasing if you have questions about sizing, colour, or fabric.
Exceptions - Non-Returnable Items
The following items cannot be returned or exchanged:
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Customised or personalised items - If you're unhappy with a customised order upon receipt, please contact us to discuss options.
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Socks - For hygiene reasons, all sock purchases are final sale. Please contact us before purchasing if you need sizing advice.
How to Start a Return
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Email us first at charly@nzcharly.com before sending anything back.
- We'll confirm eligibility and provide the return address.
- Send your item/s using a tracked and signed courier service.
Phone/Text: +64 22 072 1502 Email: charly@nzcharly.com
Policy Scope
This returns policy applies to online purchases only and is available to the original purchaser of the goods.
