VIRTUAL GIFT CARDS

Virtual gift cards are to be redeemed within four months from date of issue.

Virtual gift cards cannot be redeemed for cash.

Virtual gift cards can be used in-store and online.

SHIPPING ADDRESS

• Please note, we do not courier to PO boxes in New Zealand or internationally. Please provide a postal address that is not a PO Box.
• ALLOW AN EXTRA DAY FOR RURAL DELIVERY.

RETURNS POLICY

• We offer 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. A handling fee of $15 may be charged on returns outside of the above policy.

• Garments must be unworn and in perfect condition with all tags still attached.

• If you would like to exchange your garment please get in touch with us within 5 days to discuss a return approval. 

• We can only process one return or exchange per sale.

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

• Afterpay Purchases: For purchases made using Afterpay, please note that any approved refunds will not include the full original purchase amount. Instead, refunds will be processed less the non-refundable After pay processing fee charged to us at the time of the transaction.

• Please note that postage and shipping fees are non-refundable under any circumstances, including returns, exchanges, or cancellations. Refunds will be issued only for the value of the items returned, excluding any delivery or shipping charges originally paid.
  By completing your purchase, you acknowledge and agree to this policy.
  

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.
  
  

TO RETURN

Please email us at hello@smithandwestern.co.nz 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. Postage on return to Smith & Western is strictly the customer’s responsibility. We do not accept responsibility for the product whilst in transit.

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.

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

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. 

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.