Returns - New Zealand

If you don't love your purchase from W. Titley & Co., we will happily offer an exchange, refund or store credit providing the following conditions have been met:

• Items must be returned with the original receipt and must be received at our warehouse within 30 days of you receiving your parcel.
• Items must not be worn, washed, damaged and must be in a saleable condition. All tags, stickers and swing tag labels must be attached.
• Items that are packaged must be returned in their original packaging, undamaged.
• Boxed items (including shoe boxes, hat boxes and American Hat Company Hats) must be returned in their original presentation boxes and wrapped in an outer protective wrap. Please do not write or stick tape and postage labels directly onto any boxed items. Your return will not be accepted back or additional fees will be charged if the box or item is damaged.
• For hygiene reasons, there are no returns on earrings, soaps or bath salts unless deemed faulty. 
• Permanent sale items are not eligible for a refund unless deemed faulty. These items can only be returned for a store credit or exchange.

If all conditions are not met, your return will not be accepted back or additional fees may be charged.

We will not be held responsible for the loss or damage of your return during transit.

To accommodate for the Christmas period, we have extended our returns window.

• Items purchased in November and December 2025 can be returned until 31 January 2026 for an exchange or store credit only. This applies to online and in store purchases.

• In store refunds are only available for items returned within 5 days of purchase.

• Online refunds are only available for items returned within 30 days of the delivery date.

Follow the simple steps below to start your return:

1. Complete and submit the form below.
2. Our team will then email you a prepaid return label and a customs declaration form.
3. Package your items correctly.
4. Attach both the return label and customs form to your parcel.
5. Drop off your parcel to your local post office.

Please note, a return postage fee of $20.00 AUD will be deducted from your return once processed.

Before packing your return, please ensure all conditions within our returns policy are met.

Items that are packaged must be returned in their original packaging, undamaged.

Boxed items (including shoe boxes, hat boxes and American Hat Company Hats) must be returned in their original presentation boxes and wrapped in an outer protective wrap.

DO NOT:

• Damage the box itself.
• Write on any boxed item.
• Stick tape directly onto any boxed item.
• Stick postage labels directly onto any boxed item.

Your return may be rejected and/or additional fees will be charged if the box or item is damaged.

Please address your return to:

W. Titley & Co

PO BOX 1486

Charters Towers QLD, 4820

RETURNS

Please allow 2-5 business days for your return to be assessed and processed. The cost of shipping in non-refundable, unless deemed faulty.

REFUNDS

Once your return has been assessed and approved by our team, your refund will be processed.

Depending on your financial institution, it may take 1-2 business days to be processed.

The balance will be refunded to your original payment method. For example, if you have paid with Afterpay, we will refund the balance to your Afterpay account.

Our team will provide you with a prepaid return shipping label to use. However, please note that a return postage fee of $20.00 AUD will be deducted from your return once processed.

Please contact our team immediately via phone on 07 4787 2477 or email customerservice@titleys.com.au.