Returns & Exchanges Policy
Returns & Exchanges
We want you to love your Birchbury shoes. If they're not right — wrong size, wrong fit, or simply not for you — returns and exchanges are accepted within 30 days of the original purchase date.
To start a return or exchange, email hello@birchbury.co.nz with your order number and whether you'd like a refund or an exchange. We review requests within 1–3 business days and confirm the return address before you send anything back. Please don't post anything until we've approved the request.
Refunds
The product must be returned to us in order to receive a refund. Return postage is at your own cost, in both New Zealand and Australia.
Once your return reaches our Auckland warehouse we inspect it and process the refund within 3–5 business days, back to your original payment method. Your bank or card issuer usually takes a further 3–10 business days to show the money in your account.
Standard shipping is free, so there's nothing to deduct on a normal order. If you paid for an Express or Courier upgrade, that fee covers a service we've already completed and is not refunded — any credit applies to the cost of the returned product only.
Exchanges
The first exchange on an order is provided free of charge. For any subsequent exchange, a $25 fee will apply to cover shipping and restocking costs, and a photo of the product will be required to confirm it is in new, unworn condition.
On the free first exchange, send the original back at your own cost and we'll ship the replacement to you free of charge once it reaches us. Australian customers are charged the Australian dollar equivalent of the $25 NZD fee.
Shipping Multiple Orders
To avoid processing delays, orders with different order numbers must be returned in separate packages.
Faulty or Incorrect Items
Every pair is checked before it leaves us. If something is wrong — a manufacturing fault, damage in transit, or the wrong item — email hello@birchbury.co.nz with your order number and a photo. We'll arrange a repair, replacement or refund at no cost to you, including return postage. No exchange fee applies to a faulty or incorrect item.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or, for Australian customers, the Australian Consumer Law. Under those laws our goods come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality. These rights are not limited by the 30-day window above and continue to apply after it has passed.
Conditions Apply
- Time frame. 30 days from the original purchase date.
- Condition. Shoes must be unworn and returned in their original box with all packaging. Trying them on indoors is fine; wearing them outside is not.
- Approval first. Returns and exchanges must be approved before you post anything back to us.
- Proof of purchase. A valid receipt or proof of purchase must be provided, or we may decline your request.
- Return postage. At your own cost, for both returns and exchanges. The free first exchange covers us shipping the replacement out to you, not the cost of sending the original back.
- Restocking. We don't charge a restocking fee on a return or on the first exchange of an order. If shoes come back worn, damaged, or without their box, we may decline the return or refund only part of the price. We'll always contact you first and explain why.
- Final sale items. Items marked final sale cannot be returned for change of mind. Your rights for faulty goods, above, still apply to them.
- We reserve the right to refuse exchanges or returns that don't meet our policy criteria.
Policy Abuse Clause
We reserve the right to decline future returns and/or limit service to customers who exhibit a pattern of excessive returns or abuse of our refund policy. This measure is in place to protect the integrity of our policy for all customers. It does not affect your rights under the Consumer Guarantees Act or the Australian Consumer Law.
Shipping
Delivery times, rates and the countries we ship to are set out in our Shipping policy.
Birchbury NZ Ltd, Auckland, New Zealand — hello@birchbury.co.nz. We aim to reply within 1 to 2 business days.
