Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product.

None of these rules affect your statutory rights. Nothing in this Returns Policy affects your statutory rights.

Returning from New Zealand?

You will have 28 calendar days from the date your order is delivered to you or made available for collection at your nominated store or collection point to return your item(s). You can return your unwanted items via the Create a Return section of your NEXTSHOPPER Account. You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).

Returning from Hong Kong or Singapore?

You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. The refund will be issued to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).

Returning sale items from Hong Kong, New Zealand or Switzerland?

If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.

Returning from elsewhere?

You have 28 days from the moment your order’s been delivered or made available for collection at your nominated store or collection point to return an item.

For all returns, we aim to refund you within 14 days of receiving the returned item.

If for some reason you are unable to return an item to us within the above timeframe, please get in touch – but we can’t promise we will accept it, and any refunds may be made by way of a gift voucher.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

• Face + Body products if opened, used or protective seal is not intact.
• Underwear if the hygiene seal is not intact or any labels have been broken.
• Swimwear if the hygiene seal is not intact or any labels have been broken.
• Pierced jewellery if the seal has been tampered with or is broken.
• Face coverings if the seal has been tampered with or is broken.

It’s fine to try an item on like you would in a shop, but please don’t actually wear it don’t wear it too long. If an item is returned to NEXTSHOPPER in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, NEXTSHOPPER won’t be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.

NEXTSHOPPER will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – way, waaay more than even the most loyal NEXTSHOPPER customer would order or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

Want to exchange an item?

We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!

Returning a faulty or incorrect item?
Find out more info on faulty products.

Info on incorrect items can be found here.

Need a new returns note or label?

Click here to choose your returns method and, if needed, print a new returns note or label.

Did you order an NEXTSHOPPER Brand Partner product?

For items sold by Brand Partners and shipped by NEXTSHOPPER, remember that you can follow our usual returns process. Find out more info about NEXTSHOPPER Brand Partners here. This does not apply to NEXTSHOPPER Marketplace.

Did you order from Marketplace?

If so, please contact the seller directly for return address and instructions.