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.
Exchanges & Store Credit
Need a different size or colour? You can exchange within 30 days subject to availability — we'll cover the shipping on your replacement.
Prefer store credit instead? Get in touch and we'll issue you 110% of your item value toward a future purchase — a little thank you for sticking with us.
Start Your Return or Exchange
Click the button below and enter your order number and email. Once approved, we'll send you the return address and instructions.
EU & UK customers — right of withdrawal
If you are located in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 calendar days of receiving your order — no reason required. This right applies regardless of whether your order has been dispatched.
To exercise your right of withdrawal, please use our online withdrawal form. We will process your refund within 14 days of receiving your returned item, using your original payment method.
Items should be returned in the same condition as received — tried on but unworn, with all original tags intact. If an item is returned in a noticeably used or worn condition, we reserve the right to deduct for any diminished value in accordance with Article 14 of the EU Consumer Rights Directive (2011/83/EU). Return shipping costs are at your expense unless the item is faulty or incorrectly sent.
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 — just reach out and we'll sort it. For change of mind or sizing, we're happy to exchange 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. Email us at service@nativepossum.com with your order number, the product name, and a few clear photos, and we'll make it right as quickly as we can.
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.
