Returns

RETURNS POLICY

We only offer returns to online full-price purchases. We do not offer refunds on items purchased in-store. Please choose carefully.

Returns within 7 days (NZ orders) and 14 days (international orders)
This policy applies from the date you receive your goods to the date your order is returned. No returns can be processed past this timeframe.

Items purchased using Laybuy cannot be returned for a refund but can be returned for an exchange or a store credit.

We can only process one return or exchange per sale.

We do not accept returns on:

Jewellery and Underwear

Cashmere and Merino knitwear

Smith & Western delicate* fabrics such as Silk and Daybreak.

Sales, promotions and discounted items are final sales and can not be returned.

Garments must be in unworn condition and in original packaging.

Worn, used, washed or soiled items will not be accepted.

A handling fee of $15 may be charged on returns outside of the above policy.
If you would like to exchange your garment please get in touch with us as soon as possible, as stock is subject to availability.

TO RETURN

Please email us at hello@smithandwestern.co.nz within 3 days of receiving your garment/s. Please include your order number, the style name, size and a reason for your return. We will email you with the return address once all information has been provided.

All returns are to be sent back at the customers expense within 7 days (NZ orders) and 14 days (international orders) by tracked & insured postage to the address we provide via email. Items not received in this time frame will not be accepted.

If you wish to bring your online purchase into our Arrowtown store for a return or exchange please email us all the above information before heading into the store as all online order returns will be processed by our online customer care team by the following business day.

We advise our customers to contact us ( 0800 WESTERN ) in regards to sizes if you are unsure please get in touch before placing your order so we can help you choose the best size, colour & fit for you. Email hello@smithandwestern.co.nz for a free personalised fit service. 

Postage on return to Smith & Western is strictly the customer’s responsibility.

We do not accept responsibility for the product whilst in transit.

Smith & Western does not provide a return or exchange option for SALE goods.

FAULTY ITEMS

In the event that you want to return a faulty purchase, we will meet our obligations under the Consumer Guarantees Act. We are unable to replace or repair garments that are a result of wear and tear. Any items not manufactured by Smith & Western will be referred to the manufacturer.