HELP CENTRE
FREQUENTLY ASKED QUESTIONS
Quick answers about shipping, returns and your order. Can't find what you need? Email info@unknownform.com and we'll reply within 1 to 2 business days.
01
SHIPPING AND DELIVERY
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Orders are processed in 1 to 3 business days (Monday to Friday, excluding NZ public holidays), then take 5 to 10 business days to reach you. That's usually 6 to 13 business days in total.
Orders placed after 2pm NZ time are processed the next business day. Customs checks, weather and busy periods like Black Friday and Christmas can add time.
HOW MUCH IS SHIPPING?
Standard shipping is free once your order reaches the minimum for your country. Below that, it's a flat rate:
New Zealand: free over NZ$150, otherwise NZ$9.95 (incl. GST)
Australia: free over A$125, otherwise A$8.95
United Kingdom: free over £70, otherwise £4.95
Canada: free over C$125, otherwise C$8.95
United States: free over US$90, otherwise US$5.95
You pay in your own currency, and the shipping shown at checkout is final.
WHICH COUNTRIES DO YOU SHIP TO?
We ship to New Zealand, Australia, the United Kingdom, Canada and the United States. If your country isn't one of these, you won't be able to select it at checkout.
WILL I HAVE TO PAY CUSTOMS OR IMPORT DUTIES?
For New Zealand orders, GST is included in the price, so there's nothing extra to pay on delivery.
For international orders, any taxes we're required to collect are shown at checkout. Any other duties your country's customs charge on delivery are your responsibility.
HOW DO I TRACK MY ORDER?
We email you a tracking link as soon as your order ships. You can also check it any time on our Track Your Order page.
WHERE DO ORDERS SHIP FROM?
Orders are sent from our fulfilment partners and delivered by a local carrier in your country, such as NZ Post in New Zealand. Your tracking link shows each step.
MY ORDER HASN'T ARRIVED OR ARRIVED DAMAGED. WHAT NOW?
If your order hasn't arrived 15 business days after dispatch, or it arrives damaged, email info@unknownform.com with your order number. If the carrier confirms it's lost, we'll send a replacement or give you a full refund, including shipping.
I ENTERED THE WRONG ADDRESS. CAN YOU CHANGE IT?
Email us as soon as possible. We can update the address before your order ships, but not after. We can't be responsible for delays or missed deliveries caused by an incorrect address entered at checkout.
02
RETURNS AND EXCHANGES
WHAT IS YOUR RETURN POLICY?
You can return items within 30 days of delivery if you change your mind or got the wrong size. Items must be unworn, unwashed and unaltered, free of marks, stains and odours, and have all original tags attached. Sale items follow the same terms.
For change of mind returns you pay the return shipping, and the original shipping fee isn't refunded. There's no restocking fee. See our full Refund Policy.
HOW DO I START A RETURN?
Email info@unknownform.com with your order number and the reason for the return. We'll reply within 1 to 2 business days with the return address and instructions.
Pack the item securely and send it with a tracked service. Please don't send returns to our Albany address, as it's office mail only.
CAN I EXCHANGE FOR A DIFFERENT SIZE OR COLOUR?
Yes. Email us your order number and the size or colour you want. Send the original back as a change of mind return, and we'll ship the replacement free once it arrives.
WHAT IF MY ITEM IS FAULTY, DAMAGED OR WRONG?
Email us your order number and a photo as soon as you notice the problem. We'll cover return shipping and, depending on the issue, repair, replace or fully refund the item including shipping, as required by the Consumer Guarantees Act. This isn't limited to the 30 day window.
WHEN WILL I GET MY REFUND?
We inspect returns within 2 business days of receiving them. Approved refunds go back to your original payment method within 7 business days. Your bank may take a few extra days to show it.
03
ORDERS AND SIZING
CAN I CANCEL MY ORDER?
Email us within 24 hours of ordering. If your order hasn't been processed yet, we'll cancel it and refund you in full. If it's already been processed or shipped, you can return it under our change of mind terms.
HOW DO YOUR CLOTHES FIT?
Our pieces are cut with an oversized, boxy fit and dropped shoulders. If you prefer a regular fit, size down. Not sure? Email us your height and usual size and we'll recommend one.
DO YOU HAVE A BUNDLE DISCOUNT?
Yes. Add any top and any bottoms to your cart and the bottoms are 15% off. The discount is applied automatically in your cart, no code needed.
04
ABOUT UNKNOWN FORM
WHERE IS UNKNOWN FORM BASED?
We're an online clothing brand based in Auckland, New Zealand.
DO YOU HAVE A PHYSICAL STORE?
No, we're online only. Our Albany address is for office mail, so walk ins, pickups and returns there aren't possible.
DO YOU TAKE BULK OR WHOLESALE ORDERS?
Yes. Email info@unknownform.com with what you need and we'll get back to you with pricing.
CONTACT
STILL NEED HELP?
Email us with your order number and we'll sort it out. We reply within 1 to 2 business days.
- info@unknownform.com
- PHONE
- +64 9 889 9818
- HOURS
- Monday to Friday, 10am to 5pm NZ time
- ADDRESS
- 48/11 The Avenue, Albany, Auckland 0632, New Zealand. Office mail only, no store, pickups or returns at this address.