Refund policy
We want you to love what you ordered. If something isn't quite right, we're here to help — and we've tried to make the process as simple as possible.
We accept exchanges and offer store credit within 30 days of delivery. Refunds are available for faulty or incorrect items. Please check our sizing guide before ordering so we can get it right the first time.
Start Your Return
Start your return online with your order number and email — whether you're swapping a size or colour, choosing store credit, or letting us know something is faulty. Once your return is approved, we'll email you the return address and instructions.
Logged in? You can also start a return from your order in your account.
Exchanges
Need a different size or colour? On New Zealand orders, you can swap for another size or colour of the same item, subject to availability — we'll cover the shipping on your replacement.
Store Credit
Prefer store credit? Choose it when you start your return and we'll issue 110% of your item value toward a future purchase — a little thank you for sticking with us. The extra 10% applies to the amount you paid by card or other payment methods; anything paid with store credit comes back as store credit, without the extra 10%.
Your balance shows in your account when you're logged in. Apply it at checkout to use it.
Each item can be returned once. After that, it can only be returned again if it's faulty.
International Orders
Returns on orders shipped outside New Zealand are issued as store credit, so you can reorder the size or colour you need. Start your return online the same way. Store credit is based on the New Zealand price of the item and issued in the currency you paid in. Prices outside New Zealand include international shipping fees, duties and surcharges, which aren't refundable.
Faulty or incorrect items on international orders are covered in the same way as New Zealand orders.
What's Eligible
Items need to come back to us within 30 days of delivery — unworn, unwashed, with all original tags and packaging intact, and free from any signs of wear, stains, or scents from perfume, cosmetics, or deodorant. Socks can't be returned for hygiene reasons, and final sale items are final unless faulty.
Return Shipping
Return shipping is at your cost, unless the item is faulty or incorrect. We recommend using a tracked service — we can't take responsibility for parcels lost on the way back to us.
Refunds
We offer full refunds on faulty or incorrect items, to your original payment method. For change of mind or sizing, we're happy to exchange (New Zealand orders) or issue store credit at 110% of your item value. Original shipping, duties, and taxes aren't refundable.
Faulty or Incorrect Items
We're really sorry if something arrives faulty or isn't what you ordered. Choose the reason when you start your return and add a few clear photos of the item and its packaging — we'll cover the return postage and make it right as quickly as we can. For some other reasons, like a colour that's different than expected, we'll also ask for photos.
Questions? Email us at service@nativepossum.nz.
Our Commitment
We're a small business doing our best to protect Aotearoa's native wildlife through every garment we sell. Keeping returns thoughtful — rather than back-and-forth — helps us reduce shipping emissions and keep our prices fair. Thank you for shopping with care.
