Once you've placed an order, you'll receive an order confirmation email with your order number. If you need to check the status, send us a quick message with your order number and we'll update you on where things are at.

This usually happens when there's a typo in the email address during checkout, or the email has wandered into your spam folder. Check your junk mail first. If it’s not there, get in touch with us and we’ll resend it to the correct email address.

Unfortunately, we can't add items to orders once they're placed. But we can cancel your current order (as long as it hasn’t been packaged and shipped yet), so you can place a new one with everything you need included.

If your order hasn’t been dispatched yet, we can usually update details such as the address, size, item, or colour.

If you have a voucher or gift card you’d like to apply after placing your order, we can refund the difference to you retroactively. Once this is done, the voucher or gift card will be deactivated so it can’t be used again.

We’re NOT able to add extra items to an existing order, but we can cancel it so you can place a new order with everything you need in one go.

Just send us your order number as soon as possible so we can check the status and make any changes before it ships.

No worries at all if you need to cancel. Just email us with your order number and we'll sort that out for you. You'll receive email notifications confirming the cancellation and refund.

When your Boxhill goodies land on your doorstep, here’s what you’ll find inside your parcel to make your unboxing and returns a breeze:

• Courier Bag with Shipping Label - Your items will arrive in a reusable courier bag with the shipping label attached. You can reuse this bag for any returns by simply replacing the shipping label with the return label.
• Ordered Items - Your purchased products will have their swing tags attached and will typically be packed in their original packaging or product bags to ensure they arrive safely.
• Free Return Label - A return label is included in your parcel in case you need to send any items back.
• Returns Form - There's a returns form in your package with a QR code on it. Here's how it works:
  
  Scan the code with your phone camera and tap the link that pops up to access our Returns Portal where you can sort out your exchange, store credit, or refund. (Or just type boxhill.co.nz/returns into your browser if that's easier).
  
  Write your order number on the form, include it with your return items, stick on the return label, and send it back to us. 

Oh no — sorry about that! We know how frustrating it is when something turns up and it’s not what you ordered. Let’s get it sorted quickly for you.

Here’s what to do:

1. Add a quick note on your returns form to say you received the wrong size/item — this helps our team double-check everything when we send out the correct one.
2. Make sure your return is packaged securely — you can reuse the courier bag it arrived in, use any non–see-through bag taped down well, or wrap it in thick brown paper.
3. Pop the return label on the parcel, then either book a free courier pickup using this link: boxhill.link/pickup (or call 0800 COURIER if you prefer) or drop it off at any NZ Post shop.
   (Don’t worry — returns are completely free when you use the return label we provided.)

Once your return is scanned into the courier network, we’ll either:

• Send out your correct item right away
  OR
• Let you know once we’ve tracked it down and it’s ready to ship.

If you're at a rural address, the courier should still be able to collect — but let us know if you have any trouble, and we’ll help sort an alternative.

Lastly, if you can, please email us once your parcel is on its way. Let us know if you have any further questions!

We currently don't offer gift wrapping services. All orders ship directly from our warehouse, and due to high order volume and fast processing times, we are unable to accommodate gift wrapping requests. There are no plans to add this service at the moment.

We'll send you an activation email when you create an account. Just click the "Activate My Account" link in the email to complete setup. Sometimes these emails hide in spam folders, so check there if you don't see it in your inbox.

You can’t edit your contact details directly in your account just yet, but if you send us a message with the updated info, we can make the changes for you.

No problem! We can merge your email profiles so everything's in one place. This stops you receiving double-up emails and means all your order history will be combined. Just confirm both email addresses you'd like merged including which one you want to keep, and we'll get it sorted.

Easy! We can unsubscribe you from promotional emails while keeping important order updates coming through. You'll still get tracking info and delivery updates, but no more marketing emails. Just click the Unsubscribe link at the bottom of every email.

What you're likely seeing are Google Shopping ads, not actual emails from us. Gmail (owned by Google) sometimes places these ads in your inbox with a little green "Ad" label next to them. We run ads on Google, but it's their system that decides where they appear—including in Gmail and across other websites. We have no control over where or how Google chooses to display these ads.

If you'd like to adjust your ad preferences, you can do that here: adssettings.google.com

If you're receiving actual marketing emails from us after unsubscribing, just let us know and we'll sort it out right away.

These are automatic reminder emails sent when items are left in your cart but not checked out. They're just gentle nudges in case you still want those items, not order confirmations. If you'd prefer not to receive these, we can add you to our "Do Not Send" list while keeping important order updates coming through. Drop us a line and we’ll get it sorted for you right away.

This might be Google Shopping ads appearing in Gmail rather than actual emails from us. Look for a green "Ad" label - that indicates it's a Google ad, not an email we've sent. If you're receiving actual marketing emails and want to unsubscribe, just click the Unsubscribe link at the bottom of every email.

We can't change billing addresses (payment processor rules, not ours!). The good news is this doesn't affect delivery - we send invoices via email, not paper billing, and your items will still arrive at your shipping address just fine.

We take your privacy seriously and follow all relevant data protection guidelines. We don't store your payment card details - any saved payment info comes from your browser or services like Shop Pay. If you have specific privacy concerns, just let us know and we'll explain exactly what information we hold.

If you'd like us to remove your details entirely from our system, just email us and we'll process this request. This may take up to 48 hours to complete across all platforms.

Our standard shipping rates are:

• Urban addresses: $9.95
• Rural addresses: $12.95

We use NZ Post for reliable, tracked delivery, and every order includes a free return label. We include Free Exchanges & Easy Returns with every parcel to make exchanges completely hassle-free.

Most orders arrive within 1-3 days after dispatch. Here are our current delivery estimates:

• Urban addresses: 83% arrive the next day, 97% within 2 days
• Rural addresses: 68% within 2 days, 90% within 3 days

We'll send you a tracking link as soon as your order leaves our warehouse.

Shipping is charged on every order, but it’s a flat rate no matter how many items you buy.

We also include a free return label with every parcel to make exchanges completely hassle-free.

If you join our loyalty program, you can earn free shipping codes as you build loyalty points. Here’s the link for more info: boxhill.co.nz/pages/loyalty

We're not able to hold orders as most items move quickly through our busy warehouse. Your best bet is to have it sent to a friend, neighbour, or family member who can receive it safely for you.

That's frustrating when tracking says it's delivered but you can't find it! Here's what to check:

• With neighbours or flatmates
• Around your property (unusual spots or letterboxes)
• Your workplace if it was sent there

If you've had a good look and still can't find it, call NZ Post on 0800 COURIER to lodge a delivery enquiry - they can speak with the driver directly.

If your package seems to be missing after delivery, please first check around your property and with your neighbours—sometimes parcels are left in unusual spots. In fact, 9 times out of 10, this is where your package will be found.

Next, contact NZ Post as soon as possible at 0800 COURIER to lodge an enquiry. They can contact the driver to help locate your parcel.

After you’ve done these steps, please get in touch with us so we can assist you further.

Once your order has been dispatched, we can’t change the delivery address from our end — but you can arrange it directly with NZ Post.

If you often miss the courier or need your parcel re-routed to another address, NZ Post’s Parcel Collect service could be a great option. This lets you have your parcels delivered to over 260 convenient locations nationwide, including participating Countdown stores, Z service stations, NZ Post retailers, and depots.

You can also use it to redirect parcels already in transit (NZ Post charges a small fee for this).

For more info and to set up your NZ Post account, visit: Parcel Collect Service – NZ Post

If you’d like ongoing delivery instructions applied to your NZ Post deliveries—such as authorising the courier to leave parcels in a specific, safe place at your address—you have a couple of options:

1. Through Your My NZ Post Account:

• Sign up or log in to your free My NZ Post account.
• Register and verify your delivery address.
• Add your “Leave my parcel” authority and delivery instructions (e.g., “leave behind side gate” or “on covered porch”). Make sure it’s a secure, weatherproof location.
• Once set up, these instructions will apply for all eligible parcels delivered to your address (unless the sender has restricted this option).

2. Authority to Leave (Paper Form):

• In some cases, you may be asked to fill out an “Authority to Leave” form.
• This form lets you specify where parcels should be left if you’re not home, and must be signed by the person responsible for the property.
• Submit the completed form to your NZ Post courier or local NZ Post depot.

Key points to remember:

• By giving authority to leave, you accept NZ Post is not liable for any loss or damage once the parcel is delivered as per your instructions.
• The courier may decline to leave parcels if the chosen location is unsafe or unsuited for parcel delivery.
• Some parcels cannot have “Authority to Leave,” such as those sent by certain organisations (e.g. government documents that require a signature).

If your order hasn’t been dispatched yet, get in touch with us straight away and we’ll do our best to update the delivery address before it leaves our warehouse.

If your order has already been dispatched, we can’t change the address from our end — but you may be able to re-route it directly with NZ Post using their Parcel Collect service. This allows you to have your parcels delivered to over 260 convenient locations nationwide, including participating Countdown stores, Z service stations, NZ Post retailers, and depots.

You can also use Parcel Collect to redirect parcels already in transit (NZ Post charges a small fee for this).

For more information and to create your NZ Post account, visit: Parcel Collect Service – NZ Post

We can sometimes combine orders if they're going to the same address and we catch them before our dispatch team packs them up. Email us straight after placing both orders and we'll try to merge them. If we manage it, we'll refund the extra shipping fee.

Yes, we ship to Australia! Delivery usually takes 3-6 working days after dispatch via Australia Post.

For returns from Australia, email us with your order details and we'll provide a return label.

Currently we only ship within New Zealand and to Australia. We don't offer international shipping to other countries at this time.

We accept:

• Debit and credit cards (Visa, Mastercard)
• Afterpay & Zip (Buy Now, Pay Later)
• Apple Pay
• PayPal

Just scroll down to the Payment section during checkout to select your preferred option.

There are a few common fixes that usually work:

1. Double-check your payment details (card number, expiry, CVV, billing address)
2. Try a different browser or an incognito window
3. Try a different device
4. Disable browser extensions

If it's still not working, try PayPal or Afterpay as an alternative.

If your screen got stuck on "processing", it's likely your order didn’t go through — especially if you didn’t receive a confirmation email.

Check your bank to see if there's a pending charge:

• If yes, but no email: Send us a quick message with a screenshot and we’ll look into it.
• If no charge: You’re safe to try again.

That definitely shouldn't happen! Sometimes banks show a pending charge that looks like a duplicate, but this usually disappears after a few days. If you're seeing two confirmed charges, send us a screenshot of your bank statement and we'll sort it out immediately.

We definitely don't store your card details. What you're seeing is likely one of two things:

• Your browser or device has saved your payment info and is auto-filling it
• You've set up Shop Pay, which stores your details securely across many websites

If you'd like to review or clear what's saved on your browser/device, you can find guides online for your specific browser. To opt out of Shop Pay, visit this help article and follow the steps there.

We definitely don't store your card details. If you're seeing saved payment info, it's likely your browser or device auto-filling, or you've set up Shop Pay, which stores details securely across many websites. You can clear browser data or opt out of Shop Pay if you prefer.

Shop Pay is an "accelerated checkout" feature used across many online stores that saves your details for faster checkout. If you see a box asking for an SMS code or Shop Pay details, you can simply click the X or Cancel button to go back to our standard checkout page where you can choose your preferred payment method.

The phone number showing on Shop Pay might be outdated, inactive, or one you don’t recognise because it may have been saved on your device or browser from a previous purchase or account. Since Shop Pay is a separate service from us, it stores your info independently, so we don’t have access to update it for you. You’ll need to log in directly to Shop Pay to update your details.

To fix this, you can follow this step-by-step guide:
How to change your phone number on Shop Pay

If you prefer, you can also choose to opt out of Shop Pay altogether. Here’s how:
Guide to opt out or change your Shop Pay phone number

If you need further guidance, feel free to get in touch with us!

All transactions are made in NZD, and you'll see the correct price at checkout. If the rest of the site shows another currency, it's probably picking up your location incorrectly - try switching off your VPN or using a different network.

We adjust discounts on different items - including different colours of the same product - at different times depending on popularity and stock levels. Each item runs on its own discount timeline, so the current price reflects where it sits in that schedule.

Our prices are set based on supplier guidelines, and we always aim to reflect the true value of each piece. What we can assure you is that we hold a high standard of quality, so you’re getting something that’s made to last and feel great to wear.

We also do our best to share care tips so your clothes stay in good condition even longer — because we know how important it is that what you buy truly feels worth it.

If you ever have questions about specific pieces or want fabric details before buying, feel free to message us anytime — we're happy to help!

Sometimes Shop Pay saves details across devices, which can cause it to default to another person's account (like a family member's). Try these steps:

• Log out of any Shop Pay accounts on your browser
• Clear your browser's cookies and cache
• Restart your browser before returning to checkout
• Check if your browser has saved autofill details for another user and delete them

If you'd prefer a quicker way to shop without logging in or browsing, just email us with the product name and sizes you're after.

We'll check if it’s in stock, and if it is, we’ll send you an invoice straight to your email so you can go directly to payment — nice and easy!

We’re always happy to help make things smoother, so feel free to get in touch anytime.

Yes, you can! If you're using Shop Pay (for example, when you receive a code via SMS), it might seem like you're locked into that payment method — but you can still switch to a different option (like Afterpay) before completing your order.

If you'd like a visual guide on how to do this, just flick us an email at hello@boxhill.co.nz and we’ll send one through.

And if anything’s unclear or not working as expected, you’re welcome to message us via email, our website chat, or through Facebook or Instagram. We’re always happy to assist!

If an item is completely out of stock in all sizes, it'll be removed from the website.

If only your size is out of stock, click on that size and a "Notify Me When Available" button will appear. Click it, enter your email address, and we'll let you know the moment it's back in stock (whether from a return, restock, exchange, or order cancellation).

Just keep in mind everyone on the waitlist gets notified at the same time, so act fast when it arrives. Popular sizes can sell out within minutes!

We know it can be disappointing to spot something you love in our social media or email ads, only to find your particular size has sold out. We try to only advertise styles where at least 60% of the size variants are still in stock, but because online sales move quickly, popular sizes can disappear soon after being promoted.

Here's the good news: even if an item or size looks sold out when you first visit—or when you check back later—it might become available again through restocks, returns, exchanges, or order cancellations.

Want to be notified? Hit the "Notify Me When Available" button on the product page and you'll get an email as soon as your size comes back in stock. Fair warning though - restocked items (especially popular sizes) can sell out fast, so you'll need to be quick when you get that notification!

If you'd prefer, you can also email us and we're always happy to check with our suppliers to see if we can get more in for you.

Pre-orders let you secure new styles before they’re officially released. You pay now (either upfront or with a pay-later service), and your item will ship as soon as it arrives from the supplier.

Pre-orders are dispatched once we receive the stock — and expected dates are listed on the product page under the big pink "Pre Order Now" button. These dates are always approximate and may change slightly due to supplier or shipping delays.

You’ll find the estimated dispatch date on the product page, just below the pink “Pre Order Now” button. These dates come directly from the supplier and are always approximate, as exact timing can be hard to guarantee — especially with overseas suppliers. They may vary slightly depending on production or freight delays, but we’ll ship your order once it arrives.

As soon as your order ships, you’ll receive a dispatch confirmation email with a tracking link.

Occasionally, suppliers may cancel styles for various reasons. If this happens, we'll contact you immediately and offer either a full refund processed the same day or store credit for the same amount. You can choose what works best for you.

Pre-order dates are always approximate since suppliers (especially those based overseas) sometimes experience delays beyond our control. We notify customers if any major delays occur and always ship your order as soon as it arrives. You'll get a dispatch email with tracking as soon as it's on the way.

Yes, you can cancel a pre-order anytime before it ships. Just email us with your order number and we'll process the cancellation and refund.

We recommend securing your usual size now since pre-orders often sell out. If the fit isn't quite right when it arrives, you can always return for a different size under our Free Exchanges & Easy Returns policy.

Nope! We ship your in-stock items first as soon as your order is packed. That way you don’t have to wait to enjoy what’s ready to go.

Your pre-order will be shipped separately once it arrives from the supplier.

We are 100% online, but we offer Free Exchanges & Easy Returns. If something doesn't fit, you can return it for exchange, store credit, or refund - just make sure it's unworn with tags attached.

If you’d like a bit more guidance before ordering, we’re more than happy to provide specific measurements for any item — just flick us a message and we’ll measure it up for you!

Many of our styles go up to Size 22, and some brands are quite generous in fit. We stock several brands that cater to bigger sizes like Elm, Foxwood, and Betty Basics. Check the product pages for specific size ranges, or email us if you need measurements for particular items.

Any of our styles available in Size 6 would be the most petite fit we currently offer. You can use the size filters on our website to narrow things down, or let us know what you're after and we can suggest styles that might work for you.

If there’s something you’re on the hunt for and haven’t seen it on our website, let us know! We’re happy to check with our suppliers or suggest alternatives if it’s something we don’t currently stock.

Just send us a quick message with the product name (or even a photo if you have one), and we’ll see what we can do.

BoxyBucks are our way of saying thanks for shopping with us! You earn 1 BoxyBuck per $1 spent excluding GST (when signed into your account), and you can use them for rewards like free shipping and discounts. You need a minimum of 500 BoxyBucks to redeem a reward.

Sign into your account, click the pink loyalty icon on the bottom left of the page, go to "Ways to Redeem", select your reward, copy the code and apply it at checkout. Remember to do this before placing your order - we can't apply them afterward!

Yes, BoxyBucks expire on a rolling 365-day basis from when they were earned. To keep your balance active, it's best to earn or spend every 12 months. Check our loyalty page for more details: boxhill.co.nz/pages/loyalty

BoxyBucks can only be redeemed before placing an order, not afterward. For next time, make sure you're logged in and redeem your rewards before checkout. The pink loyalty icon will show all your available rewards.

Sign into your account and click the pink loyalty icon on the bottom left of our website. Your current balance and available rewards will be displayed there.

Make sure you were signed into your account when you placed the order. BoxyBucks are only earned when logged in. If you were logged in and still didn't receive points, email us with your order number and we'll check it out.

BoxyBucks expire on a rolling 365-day basis. Once expired, they can't usually be restored, but if there was a technical issue (like timezone problems), we might be able to help. Email us with the details and we'll see what we can do.

Yes! Gift cards are available in any amount from $50 upwards, have no expiry date, and can be used online. The recipient gets a lovely email with the gift card code ready to use at checkout. Check them out here 👈

No, our gift cards don't expire. You can use them anytime without worrying about a time limit.

Check your spam or promotions folder first. If you still can't find it, we can resend the details or create a new gift card for the same value. The email subject line is usually "Boxhill $$$ gift card" with a "View Gift Card" button.

Once you've purchased or received a gift card, here's exactly how to find it and use it.

What to expect in your inbox

You'll receive two separate emails:

1. Your receipt - the subject line will have your order number in it
2. Your gift card - the subject line will say "Boxhill $$$ gift card"

Quick tip: These emails sometimes end up in your spam or junk folder, so check there if you can't spot them in your main inbox.

Finding your gift card code

1. Open the email with "Boxhill $$$ gift card" in the subject line
2. Look for a button that says "View gift card" and click it
3. A new window will pop up showing your gift card image with the code written on it
4. You'll need this code when you're ready to shop

Using your gift card

When you're checking out:

1. Look for the gift card or discount code box (it's on the payment page)
2. Type in the code exactly as it appears on your gift card
3. Click apply and the amount will come off your total

That's it! If you're having trouble finding your emails or the code isn't working, just get in touch and we'll sort it out for you.

Yep! You can check this yourself anytime.

Just open your gift card email (the subject line says "Boxhill $$$ gift card"), click the "View gift card" button, and you'll see the balance sitting right underneath the gift card value.

If you've lost the email or need help checking, just get in touch with your gift card details and we'll look it up for you. We can also resend the email if you need it again.

Yes! If your gift card doesn't cover the full order amount, you can pay the difference with any of our accepted payment methods at checkout.

Returns are refunded to the same payment method used. If you paid with a gift card, the refund goes back to that gift card. We'll resend the gift card details so you have them handy.

Our gift cards start from $50, and we offer a few preset amounts online — but if you’d like a different amount, just let us know and we’ll see if we can set it up for you!

Gift Cards are like cash for Boxhill. You (or whoever receives it) can use them as payment for any order. If you don't spend the full amount, the remaining balance stays on the card for next time.

Discount Vouchers give you a one-time discount off your order (like 10% off or $20 off). They usually apply to select collections only (like sale items), are available for a limited time, and once you've used them, they're done.

No, sorry! Only one discount code can be used per order at checkout. This includes combinations of vouchers, BoxyBucks rewards, and promotional codes.

Since we are now 100% online, in-store vouchers are no longer valid as-is. But we're happy to honour them by converting them into online discount codes! Just send us a photo of your voucher and we'll sort out a new code you can use on the website.

Discount codes are case-sensitive, so make sure you're typing it exactly as shown. Also check the expiry date and any restrictions (like "non-sale items only"). If you're still having trouble, send us the code and we'll check what's happening.

We totally get how that can be a bit annoying! Since we run different kinds of promotions (some apply to selected items only), the first step is to check whether the item you ordered is part of the current sale.

If it is, we’ll pass your request on to our team for review and let you know what’s possible. Just pop us a message with your order number and we’ll take it from there.

We don’t have a fixed discount policy for bulk orders at the moment. However, if you’re interested in purchasing larger quantities, please get in touch with us and share the details of your product and order. We’re happy to see what options might be available!

Just a heads up—we’re a stockist, so our ability to order and stock items depends on what our suppliers allow. That means sometimes we might have limitations on how much we can provide.

Try these quick fixes:

1. Try a different browser or incognito window.
2. Try on a different device.
3. Check if you have a VPN or ad blocker running and try disabling them.
4. Clear your browser's cache and cookies.

If you're still having trouble, email us at hello@boxhill.co.nz or use our website chat bubble.

Look for the little 'x' next to each item to remove it, or use the +/- buttons to adjust quantities. If the website's being difficult, try refreshing the page or clearing your browser cache.

This is often a browser issue. Try clearing your cache, using incognito mode, or a different browser. Make sure to disable any ad blockers or VPN that might be interfering. You can also try PayPal or Afterpay as alternative payment methods.

The button might need a couple of tries. Once clicked, it should show a pop-up window asking for your email address. If it's still not working, just email us with the item you're interested in and we'll add you to the restock list manually.

This might be related to the device you're using. Try zooming in a bit on mobile devices, as this often helps with smaller checkboxes. It might take a couple of tries, but it should work. If you're still having trouble, try refreshing the page or switching to a different browser.

This might be a browser or cookie issue. Try clearing your browser cache and cookies, or check if you have privacy settings that automatically clear data. You can also try using a different device or browser.

You can filter products easily while browsing!

• On desktop, just click on any top menu button (like Shop, Brands, etc.) — the filter options will appear on the left-hand side of the page.
• On mobile, look for the pink "Show Filters" button at the bottom of the screen. Tap that to choose your size, colour, price range, material, and more.

Let us know if you’d like a quick screenshot to help you find it!

From the homepage, just hover your mouse over the "Brands" button in the top menu.
You’ll see a list of all the brands we stock — click on any brand to view their full range.

You can also filter by product type within a brand collection (like just dresses, pants, or tees) once you're there.

Yes! After you click on a specific brand collection, you can use the filters on the side (or via the pink "Show Filters" button on mobile) to narrow it down by product type — like dresses, tees, pants, or jackets.

Super handy if you’re looking for something specific from your favourite label.

Definitely. We have a Sort button that lets you organise what you see by:

• Best Selling
• Price (low to high or high to low)
• Alphabetically (A-Z or Z-A)
• Date (old to new or new to old)

You’ll find the Sort button in the upper right corner above the products on desktop view. If you're on mobile, tap the pink ‘Show Filters’ button at the bottom of the screen. 

If you can’t find it, just drop us a message and we'll point you in the right direction.

Easy! Just click the "New In" link in the menu to see all our newest arrivals.

Here’s the direct link if you’d like to take a peek now:
👉 www.boxhill.co.nz/new

The Availability filter helps you find items currently in stock in your size.

For example, if you filter by Size 14, you’ll only see items that still have size 14 available — though those products may also come in other sizes too.

Most collections automatically show in-stock items only, so it’s a super helpful way to narrow things down quickly.

As long as you follow the garment care instructions properly, there shouldn't be any shrinkage. If you're concerned about fit, we're happy to check with the supplier for extra reassurance, or you can always exchange for a different size.

As long as you follow the garment care instructions properly, there shouldn't be any shrinkage. Here's what we know about specific fabrics:

• Viscose: Often shrinks slightly when washed but usually returns to size when ironed or steamed
• Tencel: Known to shrink too, but generally springs back with a good steam
• Cotton: Can shrink a little on first wash—washing in cold water and line drying helps prevent this

If you're concerned about fit, we're happy to check with the supplier for extra reassurance, or you can always exchange for a different size.

And if there’s a specific fabric you want to ask about, just message us anytime — we’re always happy to help you care for your fave pieces properly.

We currently don’t offer repair or alteration services. When we say “repair,” we don’t mean fixing faulty or damaged items — if your product has any issues, please contact us so we can assist you. 

For alterations or repairs you want done for fit or style, we recommend contacting a local tailor or repair specialist.

Check the size guide for each specific item - you'll find the Size Guide button on the product page near the size options. Different brands have their own sizing, so it's best to check each one individually. If you're unsure, email us with what you're looking at and we'll help you figure out the best size.

Each brand we stock has its own fit, so the best way to find the right size is to check the Size Guide button on the product page. You’ll find this just under the product name.

Clicking it will open up the size guide for that particular brand. Some include specific garment measurements, while others show general sizing. If the guide looks a bit small, zoom in to see the numbers more clearly.

Still unsure? Feel free to flick us a message — we’re always happy to help double-check!

Great question — “1/2 Waist” or “1/2 Chest” refers to a flat measurement, taken with the garment laid flat and measured from one side to the other in centimetres. It’s not the full body circumference.

For example, if the 1/2 Waist is 40cm, the full waist measurement (all the way around) would be roughly 80cm.

If you’d like help comparing measurements with something you already own, just let us know — we can walk you through it.

This depends on the item and your preferred fit. For relaxed styles, you can usually stay with your normal size or size up for a looser fit. For slim fits, consider sizing up if you don't want it too figure-hugging. When in doubt, remember our Free Exchanges & Easy Returns policy!

We're happy to check measurements or ask our warehouse team to measure specific items for you. Just let us know what you're after and we'll get those details.

If the measurements aren't listed on the product page, we're happy to check with our supplier or ask our warehouse team to measure specific items for you. Just let us know what measurements you need.

Different brands have their own sizing standards, which can be confusing! Some run small, some generous, some true to size. We're happy to help compare brands or provide specific fit advice - just let us know what you usually wear and what you're looking at.

Yes — Foxwood and Elm are owned by the same company, so the sizing is very similar across their crews. You should be the same size in both.

The Simplified Crew is true to size with a relaxed fit. It’s not tight — just a comfy, casual style. Erin from Boxhill wears her normal size 6 in this one, for reference.

They’re a very similar fit overall. If you like the shape of one, chances are the other will feel comfy too.

Elm sizing is very similar to Homelee, so you’ll likely wear the same size in both.

It really depends on the style, as each one can vary in cut and shape. Erin from Boxhill wears the same size in both brands and finds them both generous in fit, if that helps guide your choice. If you’d like more details or exact measurements, just email us anytime and we’ll be happy to provide them.

Our product images should always reflect what you receive. If there's a significant difference, please let us know - sometimes suppliers make small changes after photographing samples. We're happy to sort out a return or exchange if the item doesn't match expectations.

We try to be as accurate as possible with colours using the best available images from suppliers. However, studio lighting and screen settings can sometimes make colours appear different. If you receive something and the colour is significantly different from what you expected, we're happy to help with a return.

Each jean cut offers a slightly different feel and shape on the body — here’s a quick guide to help you choose what suits you best:

Straight Leg
These have a consistent width from the hip all the way to the ankle, giving a relaxed, easygoing shape. Not fitted, not flared — just a clean, classic leg that works with everything.

Slim Fit
Slim jeans are slightly closer to the body, especially around the hips and thighs, and gently narrow toward the ankle. They give a more shaped look without feeling tight — a great balance between fitted and comfy.

Skinny Fit
Skinny jeans are designed to sit close from hip to hem — they hug the body right down to the ankles. If you like a sleek, figure-hugging fit, these are the way to go.

Not quite sure which cut to go for? Flick us a message anytime — we’re always happy to help you compare styles or find something similar to what you already love wearing. 

Differences between styles often come down to:

• Design details – e.g., logos, trims, or neckline shape
• Fabric weight – some are lightweight like a t-shirt, others are warmer like a sweatshirt
• Cut & fit – e.g., wide leg vs tapered, cropped vs full length
• Fabric composition – e.g., 100% cotton vs cotton elastane for added stretch

Sizing can also vary slightly between brands, though many are similar. If you’re comparing styles (or even different brands) and want specifics, just email us — we can provide exact fabric details, design notes, and even measurements from our warehouse team so you can choose with confidence.

Not necessarily. Sometimes a brand updates the product name in newer batches, even though the style, cut, and fit remain exactly the same. The change is usually just for branding or to help distinguish between older and newer stock. Feel free to chat with us if you’re unsure — we’re happy to check for you.

Not always — each brand can have its own shape, cut, and style, so they’re not always directly comparable. That said, some styles can feel similar in fit, and you might find you wear the same size across brands. If you’re unsure, we’re happy to check specific measurements for you so you can compare them with a piece you already own.

Apartment Pants are designed to be worn loose and comfy - more like trackies than leggings. They're not meant to be worn tight, as a snug fit can stress the seams. Some customers size down for a slimmer look, but this may affect comfort and longevity.

• Tee-weight (190gsm): Lightweight and breathable for warmer weather, usually with filled-in X print
• Winterweight (260gsm): Thicker and warmer with outline X print
• Alpine weight (320gsm): Extra warm and cosy for the coldest days

Homelee updates their Apartment Pants regularly based on feedback, so fabrics, fit, length and details can vary between releases. If something feels different, that's likely why!

You can wear them your way — that’s part of what makes the Apartment Pants so popular!

They’re designed with a drop crotch, which means the fabric between the waist and crotch seam is slightly longer than usual. This gives them that relaxed, slouchy look.

You can wear them high on the waist for a more fitted feel, or lower on the hips to embrace the drop-crotch style — totally up to you. They’re comfy either way!

These pants are designed to fade over time, as mentioned on the care label — it’s part of their natural look and feel.

That said, if you’d like to help maintain the colour a little longer, we recommend using a "black wash" laundry liquid. They’re made to help keep darker fabrics looking richer for longer.

Let us know if you have any other care questions.

Oh no — we’re so sorry to hear that! We totally get how disappointing it is when something you love doesn’t hold up the way you expected.

Here’s what to know about the Homelee Apartment Pants:

They’re not designed to be worn tight, as they aren’t activewear. Activewear uses a different type of stitching built for stretch and pressure, whereas these pants are made for comfort and casual wear.

Wearing them snug can place extra stress on the seams, which might cause popping or thinning in certain areas over time.

To help them last longer, we recommend:

• Sticking with your usual size (not sizing down)
• Avoiding heat exposure (no dryers or hot water)
• Washing in cold water and drying them in the shade — the elastane in the fabric can break down with too much heat or direct sunlight

If you’re unsure about your fit, feel free to message us anytime and we’ll help you double-check the best size for you. 

If you’re wondering what size to go for in other Apartment Pants styles — like the regulars, the Winter weight, or limited releases — we recommend sticking with your usual size.

For example, Erin from Boxhill wears a Size 6 across all the Apartment Pants styles (regular, Winter, and more), and the fit stays consistent.

If you’re unsure or between sizes, feel free to message us anytime — we’re always here to help you find your perfect fit.

They’re generally the same sizing, so whatever size you wear in Apartment Pants should fit you the same in the Apartment Shorts.

These two have similar sizing around the waist, but the leg shape is different:

• Apartment Pants have a tapered leg with a fitted cuff
• Avenue Pants are a wide-leg style all the way down

We’d recommend going with the same size in both, just depending on the silhouette you prefer.

• Email: hello@boxhill.co.nz
• Website chat: Available on our website at boxhill.co.nz
• Social media: Message us on our Facebook and Instagram pages

We handle everything by email rather than phone so we can keep all your order details and conversations in one handy place — it helps us track things better and respond more accurately.

That said, you’re welcome to contact us in whatever way works best for you! You can message us via:

• Our Facebook and Instagram pages
• Our email address at hello@boxhill.co.nz
• Or the chat bubble on our website

We’re real people behind the screen and always happy to help — promise. 😊

We're now 100% online but still ship nationwide and to Australia, with the same great service and Free Exchanges & Easy Returns.

We're an online-only store so the website is always open for shopping! For customer service enquiries, we aim to respond to emails and messages as quickly as possible within one business day (usually within a few hours).

We’d love that — we’re always keen to hear your thoughts!

Whether it’s something that could improve your shopping experience, a small tweak to how we do things, or an idea you think we should try, we’d love to know. Just flick us a message anytime — we’re always looking to evolve and do things better.

We love hearing your feedback! 

Our review request emails are automatically generated after your order, so keep an eye out for an email with the subject line "How was your Boxhill shopping experience?" or "Did you love your Boxhill purchase?" — that's where you can leave your review directly on our website and even attach photos of yourself wearing your new pieces if you'd like.

If something felt off or didn't arrive quite right, please get in touch with us first so we can look into it and help sort things out properly before you review.