Full Returns Policy
RETURNS
We want you to enjoy your purchases and shopping with us which is why we have a range of return options available to you.
You can return your online order to your nearest Connor store for free, or you can lodge an online return* for a flat rate fee of $9.60.
*Please note, instore purchases cannot be returned online and must be returned in store.
To be eligible for a refund, you will need to ensure:
- It is within 365 days from the date of delivery.
- You have proof of purchase: Provide the original receipt (or a copy of) or some other form of proof of purchase of the faulty item (where multiple items were purchased in the transaction that includes the faulty item, and a credit card/bank statement does not clearly itemise the faulty product, this may not provide sufficient proof of purchase).
- The item has not been worn or washed and is in original condition with the swing ticket still attached.
If you meet the above requirements, please follow the below 3 steps:
- Click the Return’s Portal link here. You will need your order number (beginning with CW) and email address.
- Select the items you are returning, once completed you will receive a return label.
- Repack your items, place the return label on your parcel and drop it off at any New Zealand Posting box or Post Office.
We cannot facilitate exchanges online, however, you're more than welcome to return the items here that you no longer wish to keep and purchase the new size/item desired through our website.
For health reasons, there are no returns on the purchase of underwear unless exhibiting a genuine manufacturing fault.
Should you prefer to exchange, we can facilitate this through any of our Connor stores. We highly suggest calling your local store to ensure stock is available.
In the event of having no receipt and/or a missing swing ticket, we will happily provide an exchange, or a credit note in any Connor store, provided the garments have not been worn.
We aim to process returns within 24-48hrs of receiving them in our warehouse, noting high-volume periods, especially around the holidays, could cause delays. We apologise for any inconvenience. If you’re concerned that your return has been delivered and have not yet received a refund, please contact us Here or call 612 5661 6123.
OTHER INTERNATIONAL RETURNS
If you have purchased from outside Australia and New Zealand and wish to return your items, please find our returns address below. Please note that international returns are to be organised and covered by the customer.
Toll Global Logistics RFC
Entrance 2, Via Innovation Way
Warehouse 5/35 Yarrunga Street
Prestons NSW 2170
FAULTY ITEMS
The Connor team does a thorough inspection of all goods before they are shipped to our customers. We stand behind the quality of our products, but if you come across a manufacturing fault, you may lodge your faulty return through our Return’s Portal link here.
Refunds cannot be guaranteed without prior photographic evidence of the fault. A product is considered faulty or not acceptable quality if it:
- Is not safe, lasting or without faults (considering what would reasonably be expected for the type of product and its cost)
- Does not do all the things you would reasonably expect it to or is not fit for purpose; or
- Does not match the description made by us, on packaging and labels, or via promotions or advertising.
PAYPAL REFUNDS
Items purchased via PayPal can now be returned to any of our stores or via our postal options.
If returning the items to a store, 3 forms of I.D. are required to initiate a PayPal return.
- Proof of Purchase - The purchasing customer's name on the I.D. should be identifiable.
- Photo I.D. - The name on the I.D. must match that of the online receipt (e.g. drivers license).
- Credit Card - The name on the credit card the customer wishes to refund onto must match the name on your online receipt and your photo I.D.
AFTERPAY REFUNDS
If you have paid for your purchase using Afterpay and you would like to return any product for a refund, you can return them to any of our stores, or alternatively if you have purchased online you can post them back to our Online Returns Department.
Once we have processed your refund, it will automatically go through to Afterpay and once they process it, it will show up in your payment plan.
Afterpays system will then adjust your payments from your last instalment backwards. This means your final payment might be reduced to zero, but the rest of your payments stay the same. Their systems cannot spread the new purchase price out evenly across your four payments or across the remaining payments.
As per the Afterpay website, financial refunds can take up to 7 business days depending on your financial institution. If you have any questions you should follow up with them.