The new online process is faster and more accurate for everyone! It gives you the huge benefit of instantly reserving your exchange items. It also allows us to process your return more quickly once it arrives.

It's simple! Exchanges and store credits are completely FREE. For refunds, a small $4.95 fee for using our convenient, heavily discounted return label is deducted. All items must be in brand new, unworn condition with tags attached and lodged within 7 days of delivery.

The easiest place is your order confirmation email - it's in the subject line.

You'll also find it on your shipping and return labels, where it's listed as 'Customer Reference' (same thing, just different name!).

Great news! When you lodge an exchange through the portal, the new size or item you want is instantly reserved for you. This means you no longer have to worry about it selling out while you wait.

If you're trying to lodge an exchange and the size or item you're after is out of stock, just get in touch and we'll check if we can get more in from our supplier, or suggest some similar alternatives. If nothing else works for you, you can always opt for a store credit or refund instead.

Yes, absolutely! The easiest way is to process your exchanges separately from any refunds or store credits. Here’s a quick guide:

For Exchanges: Please lodge each exchange as its own, separate request in the portal – one at a time. It's a very quick process, and doing it this way is how our system instantly reserves each new item just for you so it can’t sell out.

For Refunds & Store Credits: Good news! You can select multiple items for a refund or a store credit and process them all together in one single request.

So, if you have two items to exchange and one for a refund, you would just do three quick requests in the portal: an exchange, another exchange, and then a refund for the final item.

It can be a little confusing at first, but it’s actually a handy tool.

The green number in the bubble is not the price of the item. It is the exact refund amount you will automatically receive if you choose that item for your exchange.

Here’s a real-world example:

Let's say the item you are returning was $89.95.

You want to exchange for a top, which costs $39.95 (the price shown in black), the system instantly calculates the difference: $89.95 - $39.95 = $50.00.

That $50.00 is what appears in the green text. It's the amount that will be automatically credited back to your original payment method.

So, the simple rule is:

- Black Text: This is the actual price of the new item.

- Green Text: This is the refund you'll get back.

Yes — you can exchange for a higher-priced item directly in our Online Returns Portal.

Our portal supports exchanges for items with a higher value.

During the exchange process, you’ll simply be prompted to pay the price difference between the two items.

If you’d prefer not to exchange, you can still choose a refund or store credit as usual.

It depends on how far along it is. The best thing to do is to email us as soon as possible with your order number and what you'd like to change. If we catch it before your return is fully processed, we can usually help.

1. Write your order number on the green side of the returns flyer that came with your order
2. Attach the prepaid NZ Post return label that was included in your parcel
3. Book a home pickup at boxhill.link/pickup or drop it at any NZ Post Shop.
   
   NOTE: Your ticket number is the big long one underneath the barcode on the return label

You'll need to select both a size AND a colour before the button activates. It's easy to miss - just make sure both options are selected and the 'Continue' button will become clickable.

Yes! When you're lodging your exchange request in the portal, you'll get to step 3 ('Verify Your Address') – just click the 'Change' button in the Pickup Address & Delivery section to update your shipping details. If you need a hand finding it, just email us and we'll point you in the right direction.

Just follow these steps:

1. Go back to the Returns Portal (top of this page)
2. Enter your order number and email address again
3. Click the pink "Find your order" button
4. On the next page, click "View Returned Item"
5. Under Refund details, you'll see exactly what you picked (exchange, refund to original payment, or refund as store credit) and its status

Nope, you're just viewing what's already there. Think of it like checking your order tracking - you're looking, not changing anything.

You'll get there in a couple of steps.

1. First, click the black 'Return: -$4.95 Fee or Credit: Free' button next to your item.
2. You'll land on the 'Why do you want to return?' page - select your reason from the dropdown, tick the checkbox to confirm your item meets our return conditions, then click the pink 'NEXT' button.
3. A pop-up will appear encouraging you to exchange instead - click 'Continue to refund (-$4.95)' to keep going.
4. You'll then reach the 'How would you like to receive the refund?' page where you can choose between Store Credit (free, with a bonus!) or refund to your original payment method (-$4.95 fee).
5. You may see a second pop-up with a bonus offer - just click 'No thanks, I'd prefer the refund' to continue.

Store credit is free with no processing fee, and it never expires!

If you need any help, just get in touch and we'll guide you through it.

Just follow these steps:

1. First, click the black 'Return: -$4.95 Fee or Credit: Free' button next to your item.
2. You'll land on the 'Why do you want to return?' page - select your reason from the dropdown, tick the checkbox to confirm your item meets our return conditions, then click the pink 'NEXT' button.
3. A pop-up will appear encouraging you to exchange instead - click 'Continue to refund (-$4.95)' to keep going.
4. You'll then reach the 'How would you like to receive the refund?' page - this is where you'll see Original Payment Mode as one of your options (there's a $4.95 processing fee for this option). The other option is Store Credit, which is free with a bonus and never expires.
5. You may see a second pop-up with a bonus offer - just click 'No thanks, I'd prefer the refund' to continue with your original payment selection.

If you need any help navigating the portal, just get in touch and we'll guide you through it.

When you select "refund" as your return option, you'll be asked to choose between two refund modes:

Refund to original payment - Your money goes back to the card or account you used to buy the item (there's a $4.95 processing fee for this option).

Refund as store credit - You get an online gift card for the full amount with no processing fee, and it never expires.

Head back to the returns portal and pop in your order number and email address. Click the pink "Find your order" button, then "View Returned Item" on the next page.

Look under Refund details - it'll show you whether you selected a refund to original payment, refund as store credit, or exchange.

This usually means that when you lodged your return in the portal, Store Credit was selected as the refund mode - store credit is issued as an online gift card. If you're not sure which option you selected, you can check under Refund details in the portal (see "I can't remember if I chose a refund or store credit" above).

If you think the wrong option was selected, just get in touch and we'll sort it out for you.

It depends on timing. If you haven't sent your parcel back yet, absolutely - just let us know what you'd prefer instead and we'll update it for you.

Once it's in our returns queue, we'll need to check how far along it is in processing, but just get in touch and we'll sort it out.

No worries - drop us a message with your order number and what happened. We'll have a look and work out the best way to sort it for you.

We are so sorry if this has happened! Please don't use the online returns portal. Instead, contact us directly with your order number and a quick photo of the fault. We will immediately work with you on the best solution. Sometimes suppliers want you to send the item back directly to them and provide a return label. This saves us double handling it.

Oh no, that's not right at all – really sorry about the mix-up. Skip the online returns portal for this one and email us directly with the details. We'll send you the exact return instructions (all at our cost, of course!) and get your correct item dispatched straight away.

First, please check your shipping confirmation email to see if your order was sent in separate shipments. If not, and an item is genuinely missing, please accept our sincerest apologies and email us. We'll sort it out for you immediately.

If you're really on the fence, then absolutely! We encourage it as a great way to find your perfect fit. Just make sure the item you're returning is in brand new, unworn condition with all tags attached.

Regular sale items can be returned just like any other item. However, items that are marked with a 'Clearance' tag (usually $20 and under) cannot be returned. This tag is shown on the product.

To be eligible for a return, all original swing tags must be attached. This is the main way we can tell an item is brand new and hasn't been worn, which ensures fairness for all customers.

We totally get that life gets busy. In some circumstances, if your return is only a few days late, we can usually work something out for an exchange or store credit, as long as the item is in perfect condition. We also happily allow extra time over long holiday breaks like Christmas. If you're unsure, just send us a quick message!

For health and hygiene reasons, we cannot accept returns on earrings, underwear, or socks, unless they are genuinely faulty. Items marked as Final Sale or 'Clearance' are also non-returnable.

No worries at all. Just send us a quick email with your order number and we'll be happy to send you a digital copy that you can print out at home.

The ticket number is the long number printed on the prepaid NZ Post return label that came with your parcel (it's the barcode number underneath the barcode). You'll need this to book a courier pickup at boxhill.link/pickup.

Important: When entering the ticket number on the NZ Post site, remove any brackets - so if your label shows (00) 79421 12326 58406 741, you'd enter it as 00 79421 12326 58406 741.

Once your return arrives back at our warehouse, our team will process it within 3 working days. You'll receive an automated email confirmation the moment your exchange, store credit, or refund has been completed.

As long as you've used our prepaid return label, every parcel is tracked, and we can follow its journey. If you used your own shipping method, we recommend checking the tracking number you received from your chosen provider.

We are now a 100% online business, so all returns are processed by post, which our online returns portal makes easier than ever!

If we receive an item that doesn't meet our return policy (e.g., a clearance item, dirty/worn, missing tags, or purchased from another retailer), we will have to send it back to you. A charge of $12.95 will apply to cover the cost of processing and return shipping.

Yes. Our returns policy is designed to help everyone find their perfect fit. In very rare cases of extremely frequent or unusual return patterns, we do reserve the right to limit returns to ensure the system is fair for all our customers.