Returns & Exchanges
We want you to love your SOULFOX pieces as much as we loved creating them. If for any reason you are not completely satisfied with your order, we offer exchanges or store credit on eligible full-priced items returned within 14 days of delivery.
Please note: We do not offer refunds for change of mind. Refunds are only provided where required under the New Zealand Consumer Guarantees Act 1993.
To be eligible for a return or exchange, items must:
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Be unworn and unwashed
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Have all original tags attached
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Be free from makeup, fake tan, perfume, deodorant, or odour
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Be returned in original condition
For hygiene and quality assurance reasons, we reserve the right to decline returns that do not meet the above conditions.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or we have sent the incorrect item. We recommend using a tracked shipping service, as SOULFOX is not responsible for parcels lost in transit.
Faulty Items
If you believe your item is faulty, please contact us at returns@soulfox.co.nz as soon as you become aware of the issue. Please include your order number and clear photos of the fault so we can assess the issue. We’ll work with you to resolve it as quickly as possible. Your rights under applicable consumer law are not affected.
Sale Items
Sale or promotional items are final sale and cannot be returned unless required under the New Zealand Consumer Guarantees Act 1993.
How To Start a Return Request:
To request a return or exchange, please email:
• Full name
• Reason for return
• Any relevant photos (if applicable)
Once approved, we’ll email you the return instructions, return address, and next steps. We aim to respond to all return requests within 1–2 business days.
Customers are responsible for return shipping costs unless the item is faulty or we have sent the incorrect item. We recommend using a tracked shipping service, as SOULFOX is not responsible for parcels lost in transit.If you believe your item is faulty, please contact us at returns@soulfox.co.nz within 7 days of receiving your order. Please include your order number and clear photos of the fault so we can assess the issue. We’ll work with you to resolve it as quickly as possible.