Returns & Exchanges
We want every Auckzy experience to feel right. If something is not quite what you expected, we are here to help and we will make it right together.
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Before You Begin
Please take a moment to check the following. Your return request can only be processed if all conditions are met:
- Your order was received no more than 30 days ago
- The item is unused and unwashed
- All original tags are still attached
- The hygiene seal is unbroken
- The item is in its original packaging
If your item arrived damaged or incorrect, please make sure you have at least 5 clear photos ready to upload — including a close-up of the damage or the incorrect item, the tag, the packaging, and your order confirmation.
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How It Works
Follow these steps to submit your return request:
Step 1 — Fill in the return form
Go to our returns page at auckzy.com/pages/returns-exchanges and complete the return form in full. Make sure you have your order number, full name, email address, and reason for return ready. The form includes a number of declaration checkboxes that you are required to actively confirm before submitting.
Step 2 — Check your inbox
After submitting the form you will receive an automatic confirmation email. This confirms we have received your request. Please keep this email for your records.
Step 3 — We reach out to you
Our team personally reviews every request. We will contact you within 1 to 2 business days to guide you through the next steps and find the best solution for your situation.
Step 4 — We sort it out together
Once we have reviewed your case, we will work with you to find the right outcome — whether that is an exchange, a partial resolution, or a refund. We handle every case individually and with care.
Please do not send any items back until you have received written confirmation from us. Unauthorised returns will not be processed and may be refused at the logistics centre.
Note: we are in the process of fully integrating the return form into our website. Until then, the form is accessible at auckzy.com/pages/returns-exchanges. This policy will be updated once the integration is complete.
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Good to Know
- Do not send any items back until you have received written confirmation from us. Unauthorised returns cannot be processed.
- Return shipping costs are always at your own expense, regardless of the reason for return.
- If you received a wrong or damaged item, we will assess your case and may offer to cover return shipping costs depending on the outcome of our review.
- Exchanges and refunds are processed within 14 days of us receiving the returned item.
Have a question before filling in the form? Reach out to us at support@auckzy.com — we are happy to help.
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Submit Your Return Request
*Fill in the form below to get started. We will be in touch within 1 to 2 business days.*
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*By submitting this form you confirm that you have read and agree to our Return and Refund Policy. Returns are subject to the conditions stated in that policy.*
