Shipping & Returns
TEN03 are happy to provide New Zealand customers with free shipping. International customers will be charged $15.00, with free shipping on orders over $200.00
All our shipped items will be tracked and the tracking number will be sent to you either by email or by text.
Please note: We only deliver to physical addresses which can be home or work - we are unable to deliver to PO Boxes
WHEN WILL MY ORDER BE SHIPPED?
Most orders get shipped within 24 hours of payment (business days), except for orders paying with bank deposit and pre-orders. Bank deposits may take 2-3 days to clear. Orders are not shipped on the weekends or holidays.
(Please note that business days do not include weekends or national public holidays).
HOW DO I TRACK MY ORDER?
You will receive an email with a tracking number.
WHAT HAPPENS IF MY PARCEL DOESN’T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left us, they are then property of the courier. TEN03 is legally not responsible for lost or damaged goods. However, if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us on email@example.com.
TEN03 is not liable to file claims for delivered packages. Please keep in mind, that there can be unforeseen delays by the courier companies which is out of our hands. TEN03 is not liable for any delays.
Return & Exchange Policy
Unfortunately, TEN03 does not offer refunds. However, all full priced purchases can be returned for a store credit or exchange.
In order to make a return, please contact us on firstname.lastname@example.org your order number and reason for return. We will then send you return instructions.
You are entitled to a replacement if you have received a faulty garment. If a replacement is not available, you are entitled to a full refund.
In order to return a garment – the items must:
Be received in original condition – unworn and unwashed.
No smell of perfume/deodorant so please take due care when trying on your order.
Returned items not received in their original state will be automatically returned to the customer. TEN03 reserve the right to reject a return if we conclude it is not in a new condition.
We strive to get all orders packed and sent out ASAP and within the correct time frame, however we cannot take responsibility for factors beyond our control e.g. postal or courier services not running to schedule.
All orders are shipped via overnight courier within NZ, however, if your order does not arrive overnight due to a courier delay, this does not entitle you to a refund.
Please note that the goods being returned are the customer's responsibility until they are returned to TEN03. Although not required, it is suggested you send via tracked parcels, as we are not responsible for items lost in transit.
Please allow up to 7 WORKING DAYS for your return to be processed. Please DO NOT email us regarding your return unless it has been longer than 10 working days since you posted your return.
All exchanges (NZ ORDERS) can be returned within 7 days of purchase for a Store Credit. We offer 14 days on all international orders.
Returns need to be sent back to TEN03 within the above time frame or they will be denied acceptance.
Due to the popularity of our range we cannot guarantee that we will have a different size in stock to exchange by the time we receive your return. Therefore, if you require a replacement size, you are required to place a new order.
Returns are processed with 7 days of receiving your item(s). Once we receive your return, you will then be emailed with your Store Credit.
Credit notes will stay valid for 6 months. The full credit must be used at one time. Credit will be issued via email – POSTAGE IS NOT REFUNDED/ADDED TO YOUR CREDIT.
NZ CUSTOMERS - Return shipping for exchanges back and forth is at the buyer’s expense. TEN03 does not offer free shipping on returns. The store credit issued will be minus $5 shipping unless you have provided a return bag with your return for TEN03 to send out an exchange.
INTERNATIONAL CUSTOMERS - The store credit offered to you is minus the actual shipping costs incurred by TEN03 which is NZD$19 not the subsidised NZD$15 cost we offer our customers on purchasing.
Returns can be sent to the address below and you must include the order number
126 SELMES RD