FAQs

Returns Policy

Start your return online in minutes.

Start your return here

Before You Return — Eligibility Checklist

Please make sure you can answer "Yes" to all of the following before submitting your return:

• Was the item purchased within the last 14 days?
• Is the item in new condition with tags or packaging attached?
• If it's a sale item, was it discounted at 49% or less?
• Is the item not underwear, swimwear, or a consumable?

If you answered "No" to any of the above, your item may not be eligible for return. Please reach out to our team and we'll do our best to help.

The Basics

• 14-day returns window from date of purchase
• $7.95 prepaid return label via our online returns portal
• Free returns in any Superette store
• Full price items eligible for refund, store credit, or exchange
• Restocking fees may apply — see fee structure below

Returns & Exchanges Policy

• 50% off or more / Online Warehouse Sale: Final sale — no returns, exchanges, or refunds
• Under 50% off: Eligible for store credit or size exchange only
• Promotional and sale purchases (including Black Friday and Birthday discount codes): Store credit only
• Previously exchanged items: Eligible for size exchange or store credit only — refunds are not available on exchanged items
• Exchanged items: Not eligible for refund

Returns arriving outside our policy guidelines will not be accepted. Exchanges are subject to availability and cannot be secured in advance.

Fee Structure

Online return via our returns portal:

• Refund: $17.95 ($7.95 prepaid shipping label + $10 restocking fee)
• Store credit: $7.95 (shipping label only — no restocking fee)

In-store return:

• Store credit: No fee — full amount credited
• Refund: $10 restocking fee deducted from refund amount

How to Return

New Zealand customers — online orders

The easiest way to return your order is through our online returns portal:

Start your return here

Simply submit your return through the portal, pack your item securely, and use the prepaid shipping label provided.

Prefer to return in person? Pop into any of our stores and our team will take care of everything — and there's no fee for store credit at the till!

International Customers

Please reach out to our customer care team and we'll guide you through the process:

[email protected]

Damaged or Incorrect Item?

If your item has arrived damaged or isn't what you ordered, please contact us before sending anything back — we'll assess and advise on the best next steps.

Frequently Asked Questions

How long do I have to return my item? You have 14 days from the date of purchase to return your item.

How long does it take to process my return? Once your return is received it will be inspected and processed within 5–10 business days. You'll receive an email confirmation once complete.

Can I exchange for a different size? Exchanges are subject to availability and cannot be secured in advance. We recommend reaching out to our team to check availability before submitting your return.

Can I return a sale item? Sale items under 50% off are eligible for store credit or size exchange only. Items discounted at 50% or more are final sale and cannot be returned.

Can I return an item bought with a discount code? Purchases made using a discount or promotional code are eligible for store credit only.

Can I return a previously exchanged item? Yes, previously exchanged items can be returned for a size exchange or store credit only. Refunds are not available on exchanged items.

What if my item is faulty? Faulty items follow a separate process — please contact our team before returning and we'll guide you through the next steps.

Can I return an online purchase in store? Yes! Online purchases can be returned in any Superette store and vice versa.

Why was a fee deducted from my refund?A $10 restocking fee applies to all refunds, and a $7.95 shipping label fee applies when returning via our online portal. To get more value back, choose store credit instead — the $7.95 shipping label fee still applies, but there's no restocking fee deducted

Still have questions? Our team is here to help — reach out via live chat, email, or phone and we'll get back to you as soon as we can.

Once your order is placed, we are unable to make any amendments to the payment method or items on your order. Please be careful in reviewing your items before completing your purchase.

Order cancellation requests may be made through our web chat within one hour of the order being placed. Any request received after that we will attempt to change but cannot guarantee cancellation if your order is already processing with our team.

Once an order has been shipped it cannot be cancelled and the item must instead be returned to us in accordance with our Returns Policy.

No worries — we’ve got you! If you’ve used a voucher on your original order and decide to return an item, simply ensure it’s within our return window and meets our returns policy. Once your return is received and approved by our team, we’ll issue a credit note to your account.

• Your credit note can be used online or in any Superette store, including our outlet.

• It will be valid for 12 months from the date of issue.

If you need a hand with your return or credit note, just reach out — we’re here to help!

Want your order fast? We now offer same-day Uber delivery from your nearest Superette store straight to your door!

How It Works

Simply shop online as usual and select Uber Delivery at checkout. Your order will be picked and dispatched from your nearest Superette store and delivered directly to you — no waiting around!

A Few Things to Know

• Uber delivery is available for single item purchases only
• Delivery cost is calculated at checkout based on your location — live rates apply
• Available from all Superette store locations
• Your order will arrive within approximately 90 minutes of being placed
• Orders must be placed before 4pm to qualify for same-day Uber delivery

Tracking Your Order

Once your order has been dispatched you will receive a tracking link via email. Use this link to follow your delivery in real time and contact your driver directly if needed.

Frequently Asked Questions

Is there a minimum spend for Uber delivery? No minimum spend — simply select Uber delivery at checkout and the live delivery rate will be calculated based on your location.

Can I order multiple items with Uber delivery? Uber delivery is currently available for single item purchases only. For multiple items please select standard delivery or click and collect at checkout.

What is the cut-off time for Uber delivery? Orders must be placed before 4pm to qualify for same-day Uber delivery. Orders placed after 4pm will not be eligible for same-day dispatch.

How long will my delivery take? Your order should arrive within approximately 90 minutes of being dispatched from your nearest store.

How do I track my order? You'll receive a tracking link via email once your order has been dispatched — use this to follow your delivery and contact your driver directly if needed.

What if I need to contact my driver? Your tracking link includes a direct contact option for your driver — use this for any delivery specific queries such as access instructions or a safe drop location.

Is Uber delivery available at all Superette stores? Yes — Uber delivery is available from all Superette store locations.

Still have questions?

Our team is here to help — reach out via live chat, email, or phone and we'll get back to you as soon as we can! 

Delivery times vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within 1-2 business days.

• Express Delivery via Uber : Typically arrives within 90 minuties from time of placing order

• International Australia Delivery: Typically arrives within 2-7 business days.

• International Rest of the world Delivery: Typically arrives within 7-10 business days.

When do orders get dispatched?

Orders placed on weekdays before 1 PM NZT will be dispatched the same day. 

Orders placed on weekdays that fall after 1 PM NZT we will do our best to get out the same day otherwise will be shipped the following day. 

Orders placed on Friday after 1 PM NZT and over the weekend will begin processing for shipping first thing the following Monday.

Domestic Shipping: We offer free standard shipping via NZ post on orders over $200 otherwise $7.95 
Express delivery via Uber - Live rates at checkout 

 
Australian Shipping: All Australian orders are sent via DHL Express at a flat rate of $25 AUD.

International Shipping to rest of the world: We currently ship within New Zealand and Australia only. If you’re located elsewhere, please contact us for a purchase and shipping quote.

Unfortunately, we do not ship to the following countries:

Afghanistan, Åland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension Island, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Indian Ocean Territory, British Virgin Islands, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Côte d’Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Finland, French Guiana, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hungary, Iceland, India, Indonesia, Iraq, Isle of Man, Israel, Italy, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau SAR China, Madagascar, Malawi, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, Nicaragua, Niger, Nigeria, Norfolk Island, Macedonia, Norway, Oman, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Portugal, Qatar, Réunion, Romania, Russia, Rwanda, San Marino, São Tomé & Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Saint Martin, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, South Sudan, Spain, Sri Lanka, St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Svalbard & Jan Mayen, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turkey, Turkmenistan, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, United states of America, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vatican City, Venezuela, Vietnam, Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe

We will do our very best to deliver your orders to you in the time frames provided. Due to the nature of sales and promotions we can get a backlog of orders to be picked and packed but we will do our best to keep you informed of these delays. We pride ourselves on speed so if there is a delay it will be 24 - 48 hours max. We will update the websites announcement bar and send out shipping updates so you are aware of the delays and can contact us with any issues.

Any queries or concerns on receiving your order can be directed to support@superette.co.nz, using our instant chat online or via phone: +649 360 2362.

We currently ship within New Zealand and Australia only. If you’re located elsewhere, please contact us for a purchase and shipping quote.

Duties and Taxes

All international orders may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are not included in the item price or shipping cost and are the sole responsibility of the customer.

Shipping Provider Calculations

Customs duties and taxes are typically calculated by your country's customs office and may be collected by the shipping provider at the time of delivery. We have no control over these charges, and cannot predict the cost, as they vary widely from country to country.

Refusal of Delivery

If you choose to refuse delivery due to duties, taxes, or any other reason, please contact the shipping carrier directly to arrange return shipping. If the package is returned to us, any return shipping fees, customs charges, or handling fees incurred will be deducted from your refund.

Please note, in some cases, the shipping provider may not return the parcel and it may be abandoned. In such cases, no refund will be issued.

While we do our very best to send your order all together, sometimes one warehouse cannot fulfil a full order and so we need to create a split shipment between two warehouses.

If this is the case, don’t be alarmed! You should have been sent two separate shipping emails with both tracking numbers, be sure to check your inbox for these or simply get in touch if you have any concerns! If you have further questions, please email [email protected] or call +6493602362

Not to worry — we'll get this sorted for you right away!

If you've received an incorrect item, please get in touch with us as soon as possible and we'll arrange for the correct item to be sent out to you. We'll also include a prepaid return courier bag so you can send the wrong item back to us at no cost.

Alternatively, you're welcome to visit any of our stores and the team will be happy to source the correct item for you.

Please note that all items must be unworn and have their original tags attached.

 Don't hesitate to Live Chat us, email us at [email protected] or phone us +649 360 2362 if this happens.

We have pre-ordering available online where an order can be placed in advance before the style lands in our warehouse. Keep an eye out for any items marked as ‘pre order’ and the ETA date and make your purchase online as normal. Once the style arrives in our warehouse our team will ship your order right away and you will be the first to receive it. You will be notified of your tracking number via email.

If you did not receive an emailed receipt for an in-store purchase, don't worry, you can log into you online account, navigate to Profile > Order history > Orders

or 
don't  hesitate to contact us with your purchase details. We can provide you with a copy of your tax invoice for your records.

As we know you love getting our product first, you are able to sign up to be notified as soon as the product arrives into our Warehouse! 

You will receive an email as soon as the stock is received, and you can click through to purchase. 

(Sometimes, when we re-order a hot product, some sizes may be available, and some may be showing as 'notify'- if you can add it to your bag, you’re good to go! Just check out and grab your goodies!) 

Gift vouchers purchased and store credit issues can be used online and in all Superette physical locations. Includes all sales and promotional activity in store and online. 

check out or store locations here

I'm sorry to hear this, we do our best to send 90 day, 30 day 7 day reminders out as we too hate having vouchers going to waste. 

Lets chat and see what we can do for you.

s[email protected] or call +6493602362

We'd love to hear from you!

At Superette, we're always looking for ways to improve your experience — and your feedback plays a big part in that. Whether it's a compliment, a suggestion, or something we could do better, every bit counts.

For general feedback, reach out to us at [email protected] — we'd love to hear what you think!

If you have a question about any aspect of your order or if you would like to know more about a product on our website, our customer service team are happy to help. Our team is on hand to assist you at any stage of your order. We endeavour to respond to you instantly for any queries you have on placing an order with Superette online. However if you contact us outside of business hours you can expect a response first thing the next business day.

Our office hours are Monday – Friday from 9am – 5:00pm GMT + 12

Email us at: [email protected]

Phone us: +649 360 2362 during business hours (Monday - Friday 9am- 5:00pm GMT + 12)

Live Chat: Use the Live Chat feature on the website to instantly engage with a team member during our chat hours below.

• Monday - Friday 9am to 5pm

For all buying and stockist enquiries, please get in touch with us at [email protected]. If we feel your brand is the right fit, our buying team will be in touch!

Join the Super Fam!

We're always keen to hear from passionate, creative, and driven individuals who are eager to be part of the ever-growing Superette team. Whether you're into the latest trends, love connecting with customers, or get excited by innovative ideas and technology — we'd love to hear from you!

Even if we don't have a role available right now that's the right fit, we may have one just around the corner. We encourage you to follow us on social media where we regularly share new opportunities as they come up.

For current openings, visit our careers page Join us!