Shipping & Returns
Published Date: 09/09/2020
Orders are shipped using carriers selected by AcroWear.
The shipping fees you will be charged, will be provided to you before you confirm your order.
We will endeavour to ship items in stock within 2 business days of the completed order, and shipping itself may take up to 5 business days, with possible extra delays due to current global situations.
For items purchased on backorder, we will do our best to have them at your door as soon as possible. However, for those items we are likely waiting on suppliers and then still need to apply the designs once they reach us. For these reasons there may be up to an additional 7 business days delay for t-shirts and up to 14 business days for hoodies, on top of what is mentioned above.
There will also be a pickup option available to those ordering from Invercargill. Those details will be emailed and arranged with you once the order is completed.
Returns and Exchanges
If you find that something isn’t right with your order, you have 30 days to exchange or return from the date your order was received.
AcroWear will refund you for your order by the same payment method as your original purchase was made and you will need to place a new order via our online store for the goods you would like instead.
To begin the return process, please contact us via our contact form and we will advise you on how best to return the goods to us.
We will always endeavour to process returns and/or exchanges as quickly as possible – but please allow at least 5 business days for this. Please note refunds may take up to 10 business days to process depending on your card issuer. We will happily return and/or exchange your items, provided they meet our Conditions of Return, as outlined below.
Conditions of Return:
- Items must be returned within 30 days of receipt
- Items must be in original, resalable condition with all tags and packaging intact
- Please retain proof of purchase (receipt) until refund is processed
Return postage cost will be at your expense, unless items received are faulty or not as ordered. If you believe your item is faulty, please contact us via our contact form prior to returning to us. We cannot accept liability until items are received and have been confirmed as faulty.
Please note, we do not accept returns or exchanges if we have provided you with a customised item. No returns or exchanges are accepted on sale or run-out items, except as required by law. All purchases are final. We cannot process your return if we don’t know who it pertains to, so please provide your name and contact details with your return.
We do stand by the quality of our products, however in the unfortunate event that a faulty item has been delivered to you then the Conditions of Return above do not apply and we will do our best to deal with it promptly.
Please use our Contact Form to get in touch with us, just make sure you have your order number, a couple of clear photos of the fault, and preferred outcome on hand to help us provide you with a quick resolution. The photos are to help assist us with an assessment to confirm that there is a fault. We reserve the right to not offer an exchange, refund, or repair where the fault is a result of misuse or neglect.
If it is a minor fault, we may simply arrange to have it repaired, however for larger faults it is more likely we will offer to replace the item or offer you a refund. If you are returning a faulty item that has been worn, please launder it before the return shipping. Return postage cost will be at your expense, unless items received are confirmed faulty or not as ordered.
For full information about our Shipping and Returns, have a read about it in our Terms and Conditions (which you can read here https://acrowear.nz/about/terms-and-conditions/).
The Terms and Conditions will always take precedent if some part written here accidentally contradicts it.