Shipping and Returns
Returns and Replacements
If you are not completely satisfied with your purchase, we will issue a full refund (excluding original delivery charge), or exchange the item for a different size/colour subject to our terms and conditions (listed below).
COVID-19 LOCKDOWN UPDATE:
24/03/20 - As we are required to close our shop until further notice, and are currently not sending out online orders, we are extending our Returns Period until the end of April 2020 (subject to further information from the Government). Can we please ask that you keep your items along with intact labels/receipt in a safe place, so that when we can receive them, they are in a resaleable condition. Apologies for this inconvenience. We will keep you updated as soon as we have more information on hand. Take care, the Avokado team
Terms and Conditions:
* We must receive returns within 14 days of purchase or within 7 days of receipt of your parcel. For SALE ITEMS, please read SALE TERMS AND CONDITIONS.
* Customers have a duty of care to return unwanted garments neatly folded and protected so that they are in a resaleable condition. We ask that you ensure garments are well protected in transit as well. Please return items to: Avokado Ltd., 53 Nuffield Street, Newmarket, Auckland 1023.
* All items returned must be unworn, undamaged and in the exact condition as they arrived (including all labels/tags intact).
* PLEASE NOTE: We are unable to replace any items that have been damaged through washing or drying with use of a washing machine or tumble dryer (even if a Lingerie wash bag has been used). Due to the potential damaging nature of washing machines, we strongly recommend hand washing your items. See also 'Care Instructions'.
* Try on briefs over your own underwear. Items that are soiled, badly creased or smelling of perfume or cigarettes will be returned to the customer without replacement or refund.
New Zealand customers: If you are wanting to exchange an item for the same style/different size, there will be no additional postage cost to you. However, if you are returning an item in exchange for a completely different style, you are required to pay an additional postage cost of $5.00. (It may be easier to place a new order, and once we receive the returned item, we will refund you for that).
Overseas customers: Regrettably, due to increased freight costs, you will be required to pay the postage cost for each order placed, even if you are returning items for the same style.
Faulty items: If for some reason an item seems faulty when you first receive it, please contact us and we will arrange for you to return it and will exchange it for another item or provide you with a refund. Please do not wear items if they arrive with a fault. If you have had the item for a while and a fault occurs, we may need to send it to our manufacturer for assessment.
Hosiery items: We do not accept returns on Hosiery items (i.e. Stockings & Stay Ups) where the seal on the packet has been broken or item tried on. Please check the sizing before placing an order.
All returns must have your name, address and order number along with a copy of your sales receipt. The item is your responsibility until it reaches us, therefore we recommend that you send by courier or tracking post, as we cannot accept responsibility for goods that are lost in transit.
Refunds and exchanges will be arranged upon receipt of goods, as long as stock is available. To ensure that we put an item aside for you, please let us know if you are planning on sending an item back for a different one. If we are awaiting any items from suppliers, we will inform you. Please allow up to 3 days for refunds to show up in your bank account.
Orders using our Online Store are ONLY AVAILABLE FOR DELIVERY WITHIN NEW ZEALAND, via Courier Post. Delivery addresses do not have to be your own, we will deliver direct to the person you are buying the item for. Items are sent during opening hours Monday - Friday (excluding public holidays). All packages are securely packaged to ensure the safety of the goods inside.
Ordering outside of NZ
Due to the varying freight costs of delivery outside of NZ, we do not take online orders from outside of NZ. For overseas customers who wish to order from us, please contact us directly and we will arrange a quote for the items you want including delivery. If you decide to go ahead with your order, we will arrange for payment before we send your goods.
We charge a flat rate of $5.00 for shipping within NZ, regardless of the amount you order, and how many packages we may need to send you.
PLEASE ENSURE THAT YOU PROVIDE US WITH A SECURE & CORRECT DELIVERY ADDRESS AS WE AREN'T LIABLE IF PARCELS GO MISSING ONCE COLLECTED BY THE COURIER FROM US.
We aim to dispatch your order on the same (week) day if it is placed before midday, so you can expect delivery within 1-2 working days - if you have a Rural Delivery address this may take a day longer. Overseas orders take up to 10 working days from dispatch, and may take longer depending on your destination.
PLEASE NOTE: If you have a Rural Delivery (R.D.) address, please state your R.D. number in your delivery address. You are not required to pay extra postage, but we need to mark your package correctly.
If items are showing as ‘Available on Backorder’ on our website, they are on order from our suppliers. We will inform you by phone or email to give you an idea of when the stock will be arriving, so please feel welcome to order the items in the meantime. Arrival times for these items will vary, depending on the supplier and whether stock is available.
Once you have placed your order via the website, you should receive a confirmation email. If you are paying by credit card on our website, you will be directed to a secure site for your card details.
Unless we email you regarding backordered items, you should receive your order within 2-3 working days (NZ orders, longer for International). You will be emailed a courier Tracking Number with your Order Confirmation. If you have placed an order and not received an Order Confirmation, and/or your items within 3 days, please let us know straight away by phone or email.
If you choose to pay by bank transfer, we will send your items as soon as funds show up in our account.