Shipping & Returns
Last updated: 20 August 2026
Shipping
We use NZ Post for deliveries.
Our standard delivery charges are:
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New Zealand: $8.00 NZD per order. Free shipping applies to orders over $75.
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Australia: $16.50 NZD per order.
We endeavour to dispatch orders within 2–3 working days. Depending on stock availability, dispatch may take up to 15 working days.
Delivery timeframes after dispatch are estimates and may be affected by the destination, customs processing, weather, peak delivery periods and other circumstances outside our reasonable control.
Please ensure that your delivery address is complete and correct. Contact us as soon as possible if you notice an error.
International orders
Orders exported and delivered outside New Zealand do not include New Zealand GST where they qualify for zero-rating under New Zealand law.
A 15% surcharge applies to overseas orders because of additional international transaction and processing costs. This surcharge will be shown as part of the total price before payment is completed.
Customers are responsible for any customs duties, import taxes, levies or clearance charges imposed by the destination country unless we expressly state otherwise.
Change-of-mind exchanges
We offer exchanges for eligible change-of-mind returns received within 14 days after you receive your order.
To qualify for an exchange:
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The garment labels must remain attached.
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The garment must be unworn, except where appropriate to try it on for size.
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The garment must not be damaged, marked, soiled, washed or altered.
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The garment must be returned in its original condition.
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You must provide your order confirmation, receipt or other reasonable proof of purchase.
Change-of-mind exchanges are subject to stock availability. If the requested replacement is unavailable, please contact us to discuss the available options.
You are responsible for postage and other delivery costs associated with a change-of-mind exchange. Original delivery charges are not refundable for a change-of-mind return after an order has been dispatched.
Hygiene-sensitive products
For hygiene reasons, we do not accept change-of-mind returns or exchanges for intimate products such as briefs, hosiery, thongs, shapewear, shorts, bodysuits, G-strings, adhesive bras, silicone bras and similar intimate apparel.
We also do not accept change-of-mind returns or exchanges for products from the Trinny & Susannah range.
These exclusions apply only to change-of-mind returns. They do not limit your rights if a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to comply with the New Zealand Consumer Guarantees Act 1993.
Faulty, damaged or incorrect products
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.
If a product is faulty, damaged, unsafe, incorrectly described or otherwise does not meet a statutory guarantee, please contact us as soon as reasonably possible.
The available remedy will depend on the nature and seriousness of the problem and may include a repair, replacement, refund or another remedy required by law.
Where a problem can be remedied, we may choose to repair the product, replace it or provide a refund, as permitted by law. The remedy will be provided within a reasonable time and without charge.
If the problem is substantial, or we cannot provide a remedy within a reasonable time, you may be entitled to reject the product and choose a replacement or refund, or retain it and seek compensation for its reduction in value.
Your statutory rights for faulty products are not limited to 14 days.
Where required by law, we will meet reasonable return-delivery costs for a product that does not comply with a statutory guarantee. Please contact us before returning the product so we can provide appropriate instructions.
How to make a return
Please contact DownUnderWear before sending a return:
Email: [email protected]
Phone: 04 234 8581
Return authorised products to:
DownUnderWear
4 Tutoko Place
Aotea
Porirua 5024
New Zealand
Please include:
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Your full name.
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Your order number.
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The reason for the return.
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Instructions explaining how you would like the issue resolved.
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Your order confirmation, invoice or other proof of purchase.
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A contact telephone number if we do not already have one.
Please package returned products securely. We recommend retaining your proof of postage and tracking information until the return has been resolved.