Return & Refund 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 unworn and in perfect condition with all tags still attatched.
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 within 5 days to discuss a return approval.
Please email us at email@example.com within 5 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 must be sent back tracked and at the customers expense within 7 days (NZ orders) and 14 days (international orders) 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 prior with all the above information 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 firstname.lastname@example.org 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.
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.