Refund Policy
What is your online returns policy?
At Strasselong we aim to provide you with quality products and service at all times, however if you have purchased an item and believe it to be faulty, the below conditions do not apply. Faulty items should be returned and can either be replaced or refunded.
We understand that buying clothing online can be tricky. Our lenient returns policy allow you to get a full refund or exchange (NZ only) for any products that you’re not happy with. You have up to 30 days from the date you receive your order to return items with a proof of purchase. Purchases from all other international destinations outside of NZ and AU have up to 60 days.
Returned items must be in new, unworn condition, with all the garment tags still attached. We can either give you a full refund on the item(s), or exchange them for another style, size or colour of the same value. If there is a difference in value we will refund the item to allow you to place a new order for the garment returned. We will refuse returns of items where it is apparent that the conditions have not been met.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Strasselong.
If you have a faulty item, please get in touch with customer services to arrange for a return free of courier charge.
Returning an Online Order in New Zealand
Any product you've bought from our online store can be returned to any of our retail stores or by sending it back to our warehouse within 30 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).
When returning to our NZ Warehouse, the best way is to fill in the Returns Form so we know exactly what you'd like to do. We can refund your purchase or exchange the item/s for something else.
We recommend using a tracked service so you can follow your package on it's way back to us.
Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we'll refund you through your original payment method.
Download Strasselong's Returns Form
All Gift Card purchases and Shipping fees cannot be refunded.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Strasselong. If your item is faulty please get in touch with customer services first to arrange postage.
We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Strasselong is not liable for returns lost in transit that have not been tracked.
Any exchanges will be sent back to the purchaser free of charge.
Will my refund include shipping charges?
We will not refund shipping charges for items returned for change of mind or exchanges.
