Shipping + Returns

Shipping

Orders are sent via tracked postage with NZ Post. Please allow 4-5 days to receive your order, or 6-8 days if you are rural. Please allow 3 weeks for Aussie orders. 

  • Shipping is free when you spend over $150
  • Standard shipping is $9.50, rural shipping is $12.50. Please select the correct rate at checkout.
  • Shipping to Australia is a flat rate of $20. 

Exchanges and Returns 

EXCHANGES

We want to make your shopping experience as smooth as possible. You can exchange any item you have ordered online for a different size, colour, or style. 

We have a 10-day return policy, which means you have 10 days after receiving your item to request an exchange.

  • Returns must be in original condition, with tags. 
  • If there's a price difference, we can refund the difference or process the extra payment. The return postage is at your cost. We'll send out your new item at our cost. 
  • To request an exchange please contact Jarrod at Jarrod@toughluck.co.nz. The address for returns is Tough Luck, 202 Collie Road, Te Kowhai 3288.

CHANGE OF MIND

If you change your mind you can return your order for a store credit. We have a 10-day return policy, which means you have 10 days after receiving your item to request a return for store credit.

  • Returns must be in original condition, with tags. 
  • To request a return for store credit, hit us up at Jarrod@toughluck.co.nz.
  • The address for returns is Tough Luck, 202 Collie Road, Te Kowhai 3288.

FAULTY/INCORRECT ITEMS

Let us know straight away if an item you've received is faulty or incorrect, and we'll sort it. Contact us at jarrod@toughluck.co.nz.  

STORE CREDIT

If you're returning for store credit, we'll be in touch once we've received and inspected your return. We'll send you a store credit code which you can use at checkout on your next order. Store credit can't be used to cover postage. Store credit doesn't expire. 

SALE ITEMS 

Sale items are final and can't be returned for store credit. However you can exchange a sale item if needed. Hit us up at Jarrod@toughluck.co.nz to exchange a sale item.

TIPS FOR RETURNS AND EXCHANGES

  • Contact Jarrod first on jarrod@toughluck.co.nz
  • Send your return item to Tough Luck, 202 Collie Road, Te Kowhai 3288 
  • Send your item via tracked postage, and keep hold of your tracking number! 
  • Write your name on your package, so we can process things smoothly
  • Stay cool! We're here to help