The Boxhill Difference

Our Perfect Fit Promise ™

At Boxhill, we believe finding your 'perfect fit' goes far beyond the clothes you wear. It's our all-encompassing promise that your entire experience—from the quality of our styles, to the ease of a return, to the support you receive—is designed to be a perfect fit for you.

This is The Boxhill Difference. We bring this promise to life through our core commitments:

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FREE Exchanges & Easy Returns

This is our flexibility commitment. If your purchase isn’t quite right, we make finding your perfect fit simple and stress-free.

The fastest and best way to get started is through our Online Returns Portal, where you can lodge your return in just a few clicks.

Your Return Options: Find What Works for You

🌟 Exchange for something new (our top recommendation!)

• Cost: Completely FREE! We cover your return shipping.
• The Awesome Bit: Use our portal to instantly reserve your new size or item! No more waiting and wondering if it will sell out. We lock it in for you the moment you lodge your return.

💰 Store Credit for a future shopping trip

• Cost: Completely FREE! We cover your return shipping.
• The Details: Perfect if you're not sure what you want next. We’ll issue you a store credit via a special code with NO expiry date.

💸 Refund to your original payment

• Cost: For refunds, a small fee of $4.95 is deducted for using our convenient prepaid return label, which is a heavily discounted flat rate compared to standard retail postage. We happily waive this fee for all exchanges and store credits!

The Rules of the Return

For us to find your returned item a new home, it needs to come back to us in perfect condition. This means it must be:

• Brand new and unworn
• Unwashed and free from any odours, stains, marks, hair, or fur
• Have all original tags still attached
• Lodged in the portal within 7 days of delivery

A little heads-up on a few items we can't take back:

• Final Sale / Clearance: Items marked as 'Clearance' are sold as-is and cannot be returned.
• Earrings, Underwear & Socks: For health and hygiene reasons, these items are non-returnable unless they are faulty.

Of course, if something you received is faulty, please get in touch straight away! We promise to make it right under our Happiness Guarantee.

How to Send Your Parcel Back to Us

1. Use our prepaid label (the easiest & cheapest way!)

Simply lodge your return in the portal and use the prepaid courier label included in your original parcel.

• Book a Courier Pickup from Home: Don't leave the house! Book a pickup online at boxhill.link/pickup.
• Drop it off: If you’re out and about, you can drop your parcel off at any NZ Post Shop.

Why use our $4.95 return label for refunds?

Because it saves you time, hassle, and money! Here’s a breakdown of what you save compared to paying standard NZ Post retail rates (prices accurate as of August 2025).

Your Parcel Size	Our Flat Rate	NZ Post Urban Rate (Your Saving)	NZ Post Rural Rate (Your Saving)
Small (A5)	$4.95	$9.70 (save $4.75 / 49%)	$15.40 (save $10.45 / 68%)
Medium (A4)	$4.95	$11.80 (save $6.85 / 58%)	$17.50 (save $12.55 / 72%)
Large (F/scap)	$4.95	$12.80 (save $7.85 / 61%)	$18.50 (save $13.55 / 73%)
XL	$4.95	$18.00 (save $13.05 / 73%)	$27.70 (save $22.75 / 82%)

*(Plus, that's not even counting the time and effort you save by booking a home pickup instead of waiting in a Post Office queue!)*

2. Use Your Own Method

If you’d rather use your own shipping method, please send it to: Boxhill Online Limited, 53C Kenepuru Drive, Porirua, Wellington, 5022. Please note this is a warehouse address and is not open to the public. Make sure to use a tracked service, as we can't be responsible for items that go missing. We do not reimburse postage costs for this option.

A Few Final, Important Notes

• Original Shipping Costs: Please note that any original shipping costs paid on your order are non-refundable for any return type.
• Processing Time: We process returns within 3 working days of receiving them.
• Free Shipping Threshold: If your original order qualified for free shipping, and a refund brings the order value below that threshold, the standard shipping cost will be deducted from your refund.
• Items Sent Back Without Using the Returns Portal: All returns must be lodged through our Returns Portal. If a return isn’t lodged there first, it will be processed as a store credit — unless it’s for a faulty item, an incorrect item or size sent, or a higher-priced exchange.

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The Happiness Guarantee

This is our service promise. If you have an issue, our commitment is to provide a fair and fast resolution. We will listen to your feedback, treat you with respect, and work with you to make it right. That’s our guarantee.

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The Delivery Guarantee

This is our delivery promise. We know the excitement of a new purchase should be met with a fast, reliable delivery. We exclusively partner with NZ Post's premium courier service and back it with our own guarantee: if your parcel is lost, damaged, or eaten by a dog, we will make it right quickly so you're not out of pocket.

Our Delivery Partners & Rates

New Zealand (via NZ Post):

Urban Flat Rate: $9.95
Delivery Estimates (after dispatch): 83% next day, 97% within 2 days

Rural Flat Rate: $12.95
Delivery Estimates (after dispatch): 68% within 2 days, 90% within 3 days

Australia (via Australia Post):

Flat Rate: $14.95
Tracked shipping. Deliveries typically arrive within 3-6 working days after dispatch.

You will be sent an email containing a tracking number once your order is dispatched.

Delivery Options

If you can't be home for a delivery, NZ Post's Parcel Collect service is a handy option. You can have parcels sent to a convenient location like a Countdown or Z station. Click here to set it up.

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Flexible Payment Options

Your payments are charged in NZD and are processed securely. You can choose from a range of options:

• Shopify Payments (Debit or Credit Card)
• PayPal
• AfterPay (pay in 4 interest-free payments)
• Zip (pay in 4 interest-free payments)