Returns & Exchanges
RETURNS AND EXCHANGES /
If you are not 100% satisfied with your purchase, you can return the goods for either an exchange, credit or refund based on the info provided below regarding type of purchase. Please note in-store and online purchases have slightly different policies.
We must receive the returned goods within 14 days from date of purchase. All sales are deemed final if returned outside of this timeframe and returned goods will no longer be accepted. The product must be in perfect original sale-able condition, unworn, with all swing tags attached. If you cannot supply the original swing tags, we assume the item has been worn and the sale is final.
Please notify us in advance that you are returning goods purchased online via email to firstname.lastname@example.org. Note that our returns window is double that of similar retailers and boutiques, and the returns process is the customer's responsibility to not delay.
All return costs are the responsibility of the customer, unless the item is deemed as faulty by COMMONERS. For your protection, please be sure to return your goods via tracked courier. If the parcel is lost in the delivery process, it is the liability of the customer. Alternatively, you can return in person to our retail store.
After notifying us by email and we have responded, please return to:
ATTN: COMMONERS Returns & Exchanges
99 Maunganui Road
Mt Maunganui, Tauranga 3116
– ONLINE PURCHASES /
Full-priced online purchases are entitled to a refund if you are not completely happy with the items. You will be refunded via your original payment method within five working days upon the return of the items, provided they have met the returns requirements. See 'Returns & Exchanges' above for the refund policy and process.
– Only full-priced items bought online may be returned for a refund.
– Original shipping and handling cost (if incurred by COMMONERS) is deducted from the refund amount.
– Sale or promotional sale items (ie items in OUTLET, reduced on sale, OR any items purchased during a sale period with an automatic or manual promotional sale discount code) are entitled to an exchange or credit only.
– Return costs are the responsibility of the customer.
Faulty Returns: Shipping cost will not be deducted from items returned that are deemed as faulty by COMMONERS, and a return ticket will be issued for you to use to return a faulty item.
– IN-STORE PURCHASES /
Returns on in-store purchases are entitled to a store credit or exchange only. We do not refund due to change of mind. Only items deemed as faulty by COMMONERS can be refunded. See 'Returns & Exchanges' above for the credit/exchanges policy and process.
– SALE ITEMS / SALE PURCHASES /
Purchases on Sale items or any product purchased during a sitewide sale period (eg Black Friday, Boxing Day Sale etc) or with a promotional sale discount are final and we do not give refunds on either instore or online purchases — only exchanges or store/online credit will apply. See 'Returns & Exchanges' above for the credit/exchanges policy and process.
– All return costs are the responsibility of the customer.
– DAMAGED OR FAULTY ITEMS /
If you have received an item with a defect please email email@example.com with a brief description and attach a photo or two.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear, rough use or incorrect garment care/washing/drying method, are not considered to be faulty.
Knitwear that pills/bobbles is also not considered to be faulty as it's a normal occurrence with natural woollen fibres. We are more than happy to offer a service on any knitwear that has been purchased within 6 months.
Further info regarding knitwear:
- Pilling is NOT a sign of a poor quality product – but is in fact the exact opposite. Premium yarns like wool and cashmere are often spun quite differently to lower cost and lower quality synthetic fibres, which is why pilling occurs. They may consist of short staple fibres which must be gently twisted when they’re spun into woollen yarn, in order to preserve the soft feel and light weight. Plus, the more loosely spun a yarn is, the more softer the hand-feel, which allows fibres more opportunity for friction and in turn, pilling.
- Pilling doesn't continue to happen forever – it is simply a natural (and very normal) occurrence on a new knitted garment as the loose surface fibres in the twists, which are exposed to friction for the first time, shed during the first wears. After a handful of wears – once all of those fibres have come to the surface through initial use and friction (and after a 'de-bobbling' service!) – pilling will ease over time and occur less and less. We know it's not desirable, but it is part and parcel of owning knitwear.
We advise tidying/maintaining your knitwear with your choice of a pill-removing device, and recommend following our Knitwear Care and Wash Guide.