Refund policy
At UNKNOWN FORM, we want you to be completely satisfied with your purchase. If an item isn't right for you, we offer a straightforward, compliant return process.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Change of mind (30 days)
You can return items within 30 days of delivery if you change your mind or ordered the wrong size. Items must be:
- unworn, unwashed and unaltered
- free of marks, stains and odours (including perfume and smoke)
- returned with all original tags attached
Sale items can be returned on the same terms. Socks and underwear can only be returned unopened, for hygiene reasons.
For change of mind returns, you pay the return shipping, and the original shipping fee isn't refunded. There's no restocking fee.
Faulty, damaged or wrong items
If an item is faulty, arrives damaged, or isn't what you ordered, email us with your order number and a photo. We'll cover return shipping and give you a remedy under the Consumer Guarantees Act. Depending on the problem, that's a repair, a replacement or a full refund including shipping. Please tell us as soon as you notice the problem. Your rights for faulty goods aren't limited to the 30 day change of mind window.
Exchanges
Want a different size or colour? Email us with your order number and the item you'd like. Send the original back as a change of mind return. We'll ship the replacement free once the original arrives.
How to return an item
- Email info@unknownform.com with your order number and the reason for the return.
- We'll reply within 1–2 business days with the return address and instructions.
- Pack the item securely and send it with a tracked shipping service. Keep your tracking number until your refund comes through.
We can't accept returns at our Albany address. It's administrative only.
Refunds
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 more days to show it.
Cancellations
Email us within 24 hours of ordering to cancel. If your order hasn't been processed yet, we'll cancel it and refund you in full. If it has already been processed or shipped, you can return it under the change of mind terms above.
Lost parcels
If the carrier confirms your parcel is lost, we'll send a replacement or give you a full refund, including shipping.
Contact Information
Store Address: 48/11 The Avenue, Albany, Auckland 0632, New Zealand
Store Email: info@unknownform.com
Store Phone: +6498899818
Customer Service Hours: Monday to Friday, 10:00 AM – 5:00 PM NZST
Response Time: We do our best to reply to your email within 1–2 business days.
Please note: This is an administrative mailing address only. We do not operate a physical retail storefront, and local pickups or walk ins are not available. For product returns, please contact our support team first to receive designated return instructions and address details.