Returns
Sills + Co is committed to providing quality products and service to our customers. We hope you will love what you have ordered, but if something is not quite right we are happy to accept returns in accordance with our return policies below, so long as they meet the following criteria:
• All original swing tags are attached and/or packaging is included (e.g. shoe boxes, jewellery bags etc)
• Good are unaltered and deemed re-saleable
• Proof of purchase is provided
• It is not a personal care or intimate items (these items include: cosmetics, earrings, hair pieces, face masks, socks and underwear, due to hygiene reasons)
• Items are returned within 14 days of receiving them
Sills + Co reserves the right to return or reject any item that does not abide by our returns criteria.
ONLINE RETURNS
For online orders purchased through www.sillsandco.com we can offer the following for your returns, so long as they meet our returns criteria:
• Full priced items are eligible for a refund, exchange, or store credit.
• Sale items are eligible for a store credit only.
• Outlet items are not eligible for any returns. All outlet purchases are final sale.
Please send your item(s) back with your completed Online Returns Form to the following address:
Sills + Co
Attn: Online Returns
26 Clarence Street
Devonport
Auckland 0624
New Zealand
Once we have received your return, we will process it in a timely manner and will email you a Returns Confirmation.
You are also welcome to drop off your Online Return to any Sills + Co store. You will be able to exchange your item in store (for any other item/s of equal or greater value), however store credits and refunds will need to be processed by our Online Team.
PHONE ORDER RETURNS
For phone orders purchased over the phone with a Sills + Co store we can offer the following for your returns, so long as they meet our returns criteria:
• Full priced items are eligible for a refund, exchange, or store credit.
• Sale items are eligible for a store credit only.
• Outlet items are not eligible for any returns. All outlet purchases are final sale.
You can send your item(s) back with a completed Phone Order Returns Form to the store the item was purchased from. Please do not return your purchase to our Online address. You can find all our store addresses here.
Once we have received your return we will call you in a timely manner to process a manual refund over the phone, or will email you to let you know an exchange or store credit has been processed.
IMPORTANT INFORMATION FOR ONLINE AND PHONE ORDER RETURNS:
All refunds must be made to the original payment method. If there is an issue with refunding to your original payment method please let us know before returning.
Your first exchange will be delivered free, however any exchange thereafter will incur a delivery cost charged at normal rates.
If you have purchased an item from one of our stockists the item will need to be returned to them directly as the original point of purchase.
Return shipping costs are to be covered by the customer. We are not responsible for return postage other than for incorrect or faulty items.
We recommend that your parcel is tracked as we cannot take responsibility for items that do not reach us.
IN-STORE RETURNS
When purchasing in store you will be able to view and try on the items you wish to buy. As such we cannot issue refunds for these items if you change your mind. We can offer the following for your returns, so long as they meet our returns criteria:
• Full priced items are eligible for an exchange or store credit only.
• Sale items are not eligible for a return. All sale purchases are final sale.
• Sale items that are transferred between stores for customers and paid for in advance, may be returned to store for a store credit.
• Outlet items are not eligible for any returns. All outlet purchases are final sale.
You can return your in-store purchase to any Sills + Co store. Please return with the purchase receipt.
FAULTY/ INCORRECT ITEM
If you believe that your item has a fault, or that you have been sent the incorrect item, please contact us as soon as possible via our contact us form or emailing shop@sillsandco.com. Please include your order number and order details, and we will be in touch to resolve this.
As part of our returns policy we do require any perceived faulty items to be sent back to us for an assessment to determine if the fault is due to manufacturing defects, not wear and tear. If you believe an item to be faulty please email us on shop@sillsandco.com with any images of the fault as well as a detailed description of what the fault appears to be and how the item has been cared for.
Items purchased from a stockist (rather than a Sills + Co store) will need to be taken up with the stockist - as the place of purchase.
Should a fault appear after a garment has been worn, it would be appreciated if you could launder it prior to returning it to us.
Sills + Co will not refund or exchange products that have been damaged due to wear and tear, and we will always prefer to repair rather replace faulty products to give clothing a longer life and reduce waste. This is all to minimise our impact and be kind to earth – so please be kind to your clothes x