Returns & Exchanges

We aim to make returning your items as straight forward as possible, for all you need to know about the process please see the below.

To be eligible for a return, there are a couple of criteria you must meet. Your item must be returned within 14 days of receiving, it must be unused and in the same condition that you received it. It must also be in the original packaging with labels attached. To complete your return, we require a receipt or proof of purchase along with a correctly filled in Remain returns form. You can download our returns form here

All returns should be sent to: Remain, 33 Randolph Street, Eden Terrace, Auckland, 1010. We suggest to always use a tracked service as we cannot guarantee we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

In the event goods are returned due to a fault or dispute - you will need to meet the cost of the return shipping to Remain.


Once your return has been received and reviewed, if approved, we will process your refund within 3 business days.

Depending on your payment method your refund may take up to 5 business days to be debited back into your account. For specific details on this please refer to our payment options. 

Please note only full priced items are eligible for a refund.

Sale Items

Sale items may be exchanged for another size/item or returned for a Credit note. Sale items are not eligible for a Refund


If you wish to exchange your item for something else please send your item along with a Remain returns for stating what style, size and colour you would like to exchange it for.

If the item you are wanting to exchange for is of lesser value we will arrange for the difference to be debited back to you via your payment method or to a credit note for sale items.

If the item you are wanting to exchange for is of more value we will contact you to arrange the difference to be paid.

Faulty items

If you believe there is a fault with your item and you wish to return it, please email with any images of the fault as well as a description of what the fault appears to be and we can begin the faulty returns process for you.

Please note that all faulty items require a thorough assessment and this can take up 10 working days to be resolved.