Returns

Online Returns

IDENTITY is committed to providing quality products to our customers. If you are not completely satisfied with your online order, please return it your item back to our distribution centre in its original condition with all labels and swing tags attached. Unworn and saleable merchandise may be returned within 10 days of purchase for an exchange or refund in the form of original payment, provided it’s accompanied by an original IDENTITY sales receipt and with all original tags attached.

Any garments returned for either an exchange or refund are returned at the purchasers expense - that is, the customer pays for the courier or postage back to IDENTITY.
IDENTITY will cover the cost of returning exchanged items to the original purchaser. We cannot refund courier or postage costs unless the item is faulty.

Worn, damaged or altered merchandise may not be exchanged, returned or refunded

How to return an online order:

Your order will include a Returns form. Please fill this form out and include it with your returned item/s and online receipt. Please affix postage to your return order and address to:

IDENTITY Online Store
C/O Gabriella
357 Remuera Road
Remuera 1050
Auckland
New Zealand

Note: We advise you track your returns as we cannot be responsible for items that go missing in the post.

Returning goods bought as special offers

If you return a single item bought as part of a multi-buy promotion (i.e. Buy 2 for $40) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy promotion you will be refunded the full multi-buy value.

For combination purchases ("Buy 1 Get 1 Free”, or "Get the lowest priced item free”), you must return any free items of vouchers back for us before we can process your refund.