FAQ

You can exchange any item, including sale items, for a different size, colour, or style. All exchanges are subject to availability.

We are happy to exchange an item if the below conditions are met:

• Items must be returned within 30 days of the order date.
• Items must be unworn, unwashed, and undamaged.
• The item must be returned in its original packaging, with all accessories and tags intact and undamaged.

Although you will need to pay the delivery fee to return the item/s to Untouched World™, you will not be charged a delivery fee for the replacement item. To organise an exchange contact customer support. All exchanges are subject to availability.

Read our Returns policy for more information.

If you are not fully satisfied with your Untouched World purchase, you can return it to us for a full refund or exchange it for another item by contacting customer support, provided that the items are returned within 30 days of the order date, unworn, unwashed, undamaged, and in their original packaging (wherever possible) with all accessories and tags. All refunds are issued at the discretion of Untouched World. Untouched World reserves the right to refuse a refund request if it does not comply with these conditions.

Untouched World does not accept refunds on sale items (unless goods are faulty or not as ordered).

Although Untouched World™ retail stores cannot process refunds, you are more than welcome to return items bought from Untouched World™ online to one of our physical retail stores.

Read our Returns policy for more information.

Untouched World does not accept refunds on sale items unless the goods are faulty or not as ordered. Sale items may be exchanged for another size, colour, or style (subject to availability).

Read our Returns policy for more information.

Yes, our standard refund and returns policy applies to international customers as well.

If you've incurred an import fee for your order, please contact your country's Customs office to request a refund. Unfortunately, we are unable to handle this on your behalf.

Refunds 

Although Untouched World™ retail stores cannot process refunds, you are more than welcome to return items bought from Untouched World™ online to one of our retail stores (outlet stores excluded). Our retail team will ensure it gets to us safely, and you'll save on shipping fees. Please bring your invoice as proof of purchase. Our retail staff will sign and make a copy before sending the unwanted item to our web team. Once the return is received from our retail team, our web team will process the refund to your original payment method. Please note, there might be a slight delay during this process. 

Exchanges 

You can return items for exchange at any of our retail stores (outlet stores excluded). In-store exchanges depend on stock availability, and we recommend calling the store ahead of time to confirm the item is in stock. If the item you wish to exchange for is unavailable and needs to be transferred from another location—such as our warehouse, another store, or an outlet—please contact our Customer Service team for assistance before proceeding. 

If your exchange requires a partial refund (e.g., exchanging for a lower-priced item), our retail staff are unable to process it directly, as refunds for online purchases must be issued to the original payment method. In this case, the retail team will reach out to our web team, who will process the refund on the next business day.

Read our Returns policy for more information.

Our shipping rates and the minimum spend required for free shipping are the following:

*Foreign exchange rates updated April 2025

• The shipping rates and the free shipping minimum spend are converted from NZD to the respective currencies at checkout. The prices above are only an approximate.
• The actual cost of shipping in local currency may vary due to fluctuations in the exchange rate between NZD and the respective local currencies. Therefore, the final cost in the local currency may be subject to change at the time of purchase.

Read our Shipping policy for more information.

We endeavour to dispatch orders within 1-2 working days, with most orders placed in the morning dispatched that same day. Please note delivery may be delayed during sale or busy periods. Once your order has been dispatched from our warehouse, approximate delivery times are as follows:

We will email you the tracking number of your package and you will be able to follow the progress of your package through the courier company.

Read our Shipping policy for more information.

We ship worldwide, except for:

Afghanistan, Anguilla, Antigua & Barbuda, Ascension Island, Azerbaijan, Bahamas, Benin, Bhutan, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Curacao, Cöte d'Ivoire, Djibouti, Dominica, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, French Southern Territories, Gabon, Gambia, Grenada, Guinea, Guinea-Bissau, Guyana, Haiti, Iraq, Kiribati, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mongolia, Montserrat, Mozambique, Myanmar (Burma), Nauru, Nepal, Nicaragua, Niger, Niue, Papua New Guinea, Pitcairn Islands, Russia, Rwanda, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Georgia & South Sandwich Islands, South Sudan, St. Helena, St. Lucia, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Säo Tomé & Principe, Tajikistan, Timor-Leste, Togo, Tokelau, Tristan da Cunha, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uzbekistan, Vanuatu, Wallis & Futuna, Western Sahara, Yemen, Zambia.

Some products may be unavailable for shipping to your country.

We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.

Read our Shipping policy for more information.

We accept Visa, Mastercard, American Express, Union Pay, WeChat Pay, Alipay, and Untouched World online gift cards as forms of payment. Additionally, we have Afterpay as a payment method for New Zealand customers. 

We're unable to accept bank transfers, cheques or cash. 

If you are having trouble with our site accepting your credit card, please check to make sure you have entered the correct card number and expiry date. If it still doesn't work, we recommend you contact your credit card company.

Yes, all international customers are responsible for any additional import taxes and customs fees in their respective countries. These fees are determined by the destination country, and we cannot provide an estimate for them before delivery. For more information on specific costs, we suggest contacting your local customs office or checking the postal service website.

Orders will be processed in the local currency of the shipping destination. You can see the updated currency once you enter your shipping address on the checkout page. We recommend selecting the shipping address's currency when shopping.

In general, multiple discount codes cannot be combined for a single order unless explicitly stated. Please note that specific terms and conditions may apply to each promotion or discount.

E-gift cards will be emailed to you directly upon purchase as a series of digital codes, so you can forward it to the lucky recipient.

Alternatively, gift cards can be scheduled to be sent to a recipient, this is done by selecting the 'I want to send this as a gift' option. Scheduled gift cards are sent approximately between 4am and 10am of the purchaser's timezone, and fallbacks to the New Zealand timezone if unknown.

There is no expiry on gift cards, so they can shop when they like. The recipient can use the digital code at the checkout when making a purchase on our website.

Should you lose an issued E-gift card, please contact customer support so we can re-send it to you.

Please note:

• E-Gift Cards cannot be redeemed in-store.
• Gift cards are denominated in NZD (New Zealand Dollars) and can be purchased and redeemed by customers in their local currency. However, please note that if you purchase a gift card in a currency other than NZD, the balance of your gift card may be subject to change due to fluctuations in the exchange rate at the time of redemption.

Unfortunately, no. E-Gift cards can only be redeemed online.

You can usually use both a e-gift card and a discount code in a single order, depending on the discount code's conditions. Simply enter the code or gift card number (or both) into the code field on the checkout page.

Please note that some discount codes may not apply to the purchase of e-gift cards.

Yes, an e-gift card can be used multiple times as long as there is a remaining balance.

We proudly make 94% of our collection right here in New Zealand. With much of that created in our own workrooms, our supply chain is simple and transparent.

The small amount we do produce overseas is sustainably made by a few select partners who share the same values and vision that we do when it comes to quality and doing right by people and the planet.

To find your size for Untouched World clothing, we recommend referring to our comprehensive size chart available on each product page on our website.

If your measurements fall between two sizes, we recommend considering your personal preference for a fitted or relaxed fit. You can also refer to the product's specific fit notes or contact customer support for assistance in selecting the best size for you.

Restocking depends on the style. To be notified when an item is restocked, select your desired colour/size and click the "Notify Me When Available" button. You will be sent an email notification when the item is available again.

We can handle a wide range of repairs, including fixing seams and replacing buttons or zippers, patching small holes. Our skilled team of artisans and technicians will do their best to restore your item to its original condition.

There may be a charge for our mending and repair service. The cost will depend on the nature of the repair, the materials required, and the complexity of the work. Our staff will assess the repair needs and provide you with an estimate of the associated costs before proceeding. Faulty garments are repaired free of charge. To organise a repair contact customer support.

Further information about our repair service can be found in our Help Centre.

You can try on our products at any of our retail stores. Please note, not all stock may be unavailable towards the end of a season or during a sale period.

If you forget your password, follow these steps to reset it: 

1. Click on "Forgot Password": On the login page of the Untouched World online store, click on the "Forgot Password" link. This will take you to the password reset page. 
2. Enter Your Email Address: On the password reset page, enter the email address associated with your Untouched World account. Make sure to enter the email address correctly to receive the password reset instructions. 
3. Check Your Email: After entering your email address, click on the "Submit" button. You will receive an email with a password reset link. 
4. Click the Password Reset Link: Open the email and click on the password reset link provided. This will take you to a page where you can enter a new password. 
5. Create a New Password: On the password reset page, enter a new password that meets the specified criteria (e.g., minimum character length, including numbers or special characters). Ensure that your new password is secure and easy for you to remember. 
6. Save Your New Password: Once you have entered your new password, click on the "Save" or "Reset Password" button. Your password will be updated, and you can now use the new password to log in to your Untouched World account.

• Confirm that you have an account with us. It's possible you previously checked out as a guest, in which case you may need to create an account.
• Double-check that you are using the correct email address associated with your account.
• Ensure that you are entering the correct password. If you're unsure, consider using the "Forgot Password" option to reset it.

If none of these steps work, please contact customer support for further assistance.