HUFFER | FAQ
Got questions? We're here to help.
If you don't see your query here, contact firstname.lastname@example.org
COVID: RETURNS DURING LVL4
There are two options for returns during lockdown.
- The 30 day return period does not apply, and we will process your return/exchange once you are able to send it back to us or return to store.
- You can book a contactless pickup here: https://senditnow.courierpost.co.nz/quote/ & send us your tracking + return information to email@example.com. This means we have proof of postage and can process your request remotely.
For further information regarding returns, please see our returns policy page here: https://www.huffer.co.nz/returns.
CAN I RETURN MY ONLINE ORDER IN STORE?
Yes! Before you do, please note:
Our retail stores cannot refund you or issue store credit for your online order.
Instead, they can assist with an exchange of an item purchased online.
You can also drop an item off to store and the in-store team can arrange a refund/store credit with our support team.
If the retail store does not have stock of an item you would like to exchange, they can get it sent to the store or to you.
Our support team can assist in organising this with a store beforehand if you would like.
WHAT SIZE WILL I BE IN HUFFER?
We try not to approximate our sizes to a standard size, as our clothing is an oversized streetwear fit. Measurements are provided for each item in the description, so check those out for reference! For most items we are true to size, so go for your normal fit.
CAN I EXCHANGE SALE/DISCOUNTED ITEMS?
You sure can!
We have a pretty cruisy exchange process around here. You can exchange any items you have purchased online for a different size or colour, OR you can go for a different item. If you’re exchanging for a different item and there’s a price difference, don’t sweat it! We can either refund the difference or process the extra payment with you. Our exchange process is super lenient as we understand that you can’t try before you buy online. Return shipping for an exchange is at your expense, but we’ll cover the cost of sending the exchange back out to you.
AN ITEM I PURCHASED IS NOW ON SALE, CAN I HAVE A REFUND?
No, all prices are final upon checkout.
Here at Huffer, we love a good old-fashioned sale. Our promotional activity isn’t planned in advance, and sometimes an item may go on sale after you’ve purchased it. Unfortunately, we cannot honour the sale price for an item purchased beforehand. Sorry about that!
THE ITEM I WANT ISN’T IN STOCK ONLINE, DO YOU HAVE MORE AROUND?
If the size you’re after is out of stock online, hit us up at firstname.lastname@example.org. We’re pretty good at hunting down the lucky last units of what you’ve got your heart set on. Note: This does not apply during COVID level 4 lockdown, sorry!
WILL THEY HONOUR THE ONLINE PRICE IN STORE?
Unless the sale is advertised as ONLINE ONLY, then the staff will honour the sale price if presented in store.
I RECEIVED THE WRONG ITEM, WHAT DO I DO?
Oh no! Please contact email@example.com or call 09-304-2601.
DO YOU TAKE PHONE PAYMENTS?
No, we cannot take phone payments for purchases.
Sorry folks! For your security (and ours!) we cannot accept phone payments due to the risk of a fraudulent transaction.
GOT ANY SALES COMING UP?
We don't plan our promotional activity in advance, so neither our support team or our retail teams can forewarn you of sales, sorry!
CAN I RETURN A SALE ITEM?
Yes, for an exchange of size/colour, a different item, or store credit.
Sale items/those purchased with a discount code (excluding the welcome discount) are not eligible for a cash refund.
They are eligible for exchange or online store credit+10% of the order value. Store credit is valid for one year from creation and can be used on any online item. This is not valid for use in store, but can be swapped over - just flick us an email!
We can also extend a store credit if you haven’t had the chance to use it within a year.
HOW DO I RETURN AN ITEM?
You may return any product within 30 days of receiving your order. Items must be unworn, unwashed, and have all original tags. Our returns team reserve the right to decline a return upon receipt and inspection. Return postage is at your expense unless an item is faulty or incorrect. If this is the case, please contact firstname.lastname@example.org. Please ensure your return postage is tracked and you keep note of this tracking. Huffer are not liable for returns lost in transit without tracking/proof of postage.
To return your order, please either print out (or hand write if you don’t have a printer) the returns form and include it in your package back to us here:
New Zealand Returns:Huffer Online Returns
Level 1/182 Ponsonby Road
Australia Returns:Huffer Melbourne Central
Melbourne Central, La Trobe St & Swanston Street
CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
If you need to change the size or colour of an item after you have placed the order, please try to contact us as soon as possible! We have a small window during which we can make changes, and though we will try our absolute best, we might not catch it in time. If we don't catch it, you will need to wait until you receive it and proceed with a standard exchange.
CAN I CANCEL MY ORDER?
If you would like to cancel your order after payment, this will require a standard refund to be processed and may take up to 5 working days to show in your account. There is a small window during which we can cancel your order with the warehouse, so in most instances we cannot cancel your order as they move super quickly, sorry!
MY DISCOUNT CODE ISN'T WORKING, HELP!
Triple check that the item you’re buying is included in the promotion! Generally, our discount codes do not apply to sale or outlet items. If an item is already discounted, a discount code will not work on it unless we have specified that the code applies as a further discount. Still not working? Hit us up at email@example.com!
DO YOU HAVE AFTERPAY OR LAYBUY?
Yep! We offer both in store and online.