Returns & Exchanges Policy

We hope you love what you’ve found at Tussock & Thread. If something isn’t right, please get in touch and we’ll help.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, is not as described, or we’ve sent you the wrong item, email hello@tussockandthread.co.nz with your order number and a description of the problem. Photos are helpful where possible. Please contact us as soon as you reasonably can so we can resolve the issue.

Your rights under New Zealand’s Consumer Guarantees Act 1993 apply to eligible purchases, including sale items. Depending on the issue, the remedy may be a repair, replacement or refund. A serious fault may give you the choice of a replacement or refund. There is no seven-day limit on your rights for faulty goods.

If an online order arrives damaged or the wrong item was sent, contact us before returning it so we can arrange the next steps. We’ll cover reasonable return costs where required for a faulty or incorrectly supplied item.

Change-of-mind returns

We offer an exchange or store credit within 14 days of purchase if you change your mind, subject to the following conditions:

• The item is unused and in its original condition, with tags attached and original packaging where applicable.
• You provide proof of purchase, such as a receipt or order confirmation.
• The item is eligible for a change-of-mind return.

Sale items, earrings, skincare, cosmetics and other personal care products are excluded from change-of-mind returns. These exclusions do not affect your rights if an item is faulty or otherwise fails to meet a consumer guarantee. New Zealand retailers may set the terms of a voluntary change-of-mind policy.

For change-of-mind returns, you are responsible for the cost of sending the item back. Original delivery charges are not credited.

How to return an item

1. Email hello@tussockandthread.co.nz with your order number, the item and the reason for your return.
2. We’ll reply with return instructions. Please wait for our response before posting the item.
3. You may return it as arranged to Tussock & Thread, 55a Main Street, Oxford, North Canterbury, New Zealand, or bring it into the store.

Once we’ve received and assessed the item, we’ll confirm the appropriate exchange, store credit or refund. Any refund required under the Consumer Guarantees Act will be provided as a refund, rather than restricted to store credit.

 

Effective as at 25th September 2026