Help Center

Please email info@commoners.co.nz explaining the issue. We will do our best to sort the problem out for you as soon as possible. Please be aware that our customer service operates Monday-Friday between the hours of 9:00am and 5:00pm weekdays.

If you need to change or cancel your order, please contact us immediately after purchasing. We generally process online orders within 24 hours. Once our warehouse team has processed an order we are unable to make any changes.

Afterpay & Laybuy are alternative payment methods that let you spread the cost of your order over a series of instalments. There’s no interest or added fees. Payment will be automatically taken from your debit or credit card in a series of instalments, while you receive your order as if you’d purchased it today. No waiting around before you can get your hands on your wardrobe!

Checkout their websites for more info:

www.afterpay.com

www.laybuy.com

With the exception of customer returns/exchanges making certain styles available, our seasonal product generally does not get restocked. However, from time to time we may restock a popular style, so be sure to check our website. Its recommended that you sign up to our newsletter if you’d like to receive updates on product releases.

Alternatively, you can view our New Zealand & International stockists as they may have the item you’re looking for. See our stockist’s page for details.

Unfortunately, being that we only process orders via PayPal, we cannot take orders over the phone.

We accept debit/credit card payments via PayPal.

All items are insured against accidental damage & loss whilst in transit from us to you. Once your item/s has/have been delivered to the specified delivery address, they are no longer covered by insurance.

Its very important you fill in the correct delivery address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

If you contact info@commoners.co.nz immediately after placing an order, we may be able to correct an incorrect shipping address for you.

When you make a purchase with Commoners you are liable for all duties and taxed on your order.

If purchasing outside New Zealand, customs or import duties are charged once the parcel reaches it’s destination country. You may be charged for handling fees, duties and taxed as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

Customers policies and import duties vary widely from country to country. Please contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.

Once we have processed your refund, you will be notified via email.

The amount of time the refund takes to reflect in your account is dependent upon PayPal’s relationship with your individual bank. This usually takes a few business days to reflect but can vary with different banks. Please contact your bank directly to check processing time.

All online orders are usually dispatched within 1-2 business days. If you place an online order before midday, we will try our best to dispatch your order the same day.

At peak times such as new range releases/sale periods, dispatch times can vary and may take longer than the above. Our customer is of the utmost importance and we do strive to get orders out as quick as possible. We are a small NZ owned and operated business, so please take this into consideration :)

New Zealand: FREE SHIPPING (2-Day service) International: $25.00 NZD (FREE SHIPPING when you spend over $99.00 NZD)

We do not ship to PO Box addresses. If you enter a PO Box address by accident, don’t worry, we will email you and ask for another delivery address.

New Zealand: NZ Couriers

International: DHL Express

You can. Simply choose “Pick up from our Ponsonby Store” in the checkout. We will email you to confirm that your order is ready and waiting for you to collect.

Outlet Store Orders: We don’t offer this option with Outlet Store items as they are not kept in our Ponsonby Store.

Please email us at info@commoners.co.nz if your orders does not arrive within the expected delivery time frame. Our next step will be to lodge an enquiry with NZ Couriers/DHL. The postal service will then get in touch with you as soon as possible with an update.

It’s important to make sure you fill in the correct address when ordering from us. We cannot accept responsibility for the wrong address being used.

It’s safer if you can have your items delivered when you are present, so please provide a secure daytime delivery address where possible.

By default, our courier companies require a signature upon delivery for both national and international orders.

If you would like your order to be left at it’s destination without being signed for, please let us know in the notes section of your order and we can instruct the courier to do so.

Our courier company does not offer an urgent delivery option so please allow enough time for your order to arrive.

If you need your order by a certain date, please email us at info@commoners.co.nz and let us know. We will then do our best to get your order on the next available courier.

Once we receive your return, please allow 3 – 5 working days for us to process it and get back to you.

We will happily offer you the option to return & exchange sale items that don’t fit correctly and swap them for the right size (if available). Alternatively, we can issue you with an online credit note of value equal to the price of the returned item/s.

We’re unable to refund sale items or purchases made using a promo code. Unless of course the item is deemed faulty.

Yes, if you’re located in Auckland you can drop your return off to our Ponsonby Store.

We cannot however, action your return then and there. The item being returned has to be assessed down at our head office before we can action any exchanges/refunds. We will email you once we’ve received your return down at head office.

We are unable to exchange or refund worn, laundered or customer damaged goods. Items being exchanged MUST be in original sale-able condition with swing tag still attached.

Please check your garment size is correct within 5 days of receiving your order. Email info@commoners.co.nz providing your reasons and/or exchange requirements if a garment is not quite right.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

All items must be returned in a secure and waterproof courier bag.

We recommend using a tracking service, as Commoners cannot take responsibility for lost packages. Until your return is received by us, it is your responsibility.

Please return to:

Commoners
ATTN: Returns & Exchanges
4C Edwin Street
Mount Eden 1024
Auckland
New Zealand

we're always happy to help. if you have a question that can’t be answered in our faq, send us an email at: info@commoners.co.nz

alternatively, we can be found in our store at:

95A PONSONBY ROAD,
AUCKLAND,
NEW ZEALAND.