Returns and Exchanges

If you need to return items to Identity Solutions Ltd. Please ensure you follow the instructions below:

All requests for item returns and refunds must be made to Identity Solutions in writing within 10 days of purchase to web@identitys.co.nz or call +64 9 968 3493.

Returned items must be received in the original condition and must not have been used, worn, damaged, washed or dry cleaned or altered. Returned items must still have all labels and swing tags attached and be in the original undamaged packaging. All items/garments must be returned at the expense of the purchaser. There is no refund offered on Custom Branded or Sale items.

Exchangeable, returnable or refundable goods must be approved for return with a Returns Authority (RA) number. All deliveries come with a returns form, please fill this out and return with the items to:

IDENTITY SOLUTIONS LTD
51 Randolph Street, Eden Terrace,
Auckland, New Zealand 1010

At the discretion of Identity Solutions, refunds for postage will be issued if goods are faulty or not as described. If the customer deems goods faulty, Identity Solutions will assess the goods and issue a refund accordingly. Items that are damaged as a result of general wear and tear are not considered faulty and no refund will be issued.

  • Customers must retain their receipt number for proof of purchase.
  • Any garment returned smelling of tobacco, perfume, deodorants etc. will not be accepted and sent back to the customer.
  • No refunds will be given if tags have been removed from garments or products and appear to be worn, washed, spoilt or damaged.
  • Refunds will be issued by the original payment method.
  • Refunds to a credit card may take up to 10 days depending of your financial institution.

For all online customer queries please email us at info@identitys.co.nz or call between 9am and 5pm on Monday to Friday +64 9 968 3493.