We offer a 30 Day No-Questions-Asked return or exchange policy. As long as you meet our conditions below we're happy to provide a return, exchange or store credit.

Purchases can be returned or exchanged at any of our Queenstown stores. To view our store locations, click here. If you would like to exchange your items, please check with the store before your visit to make sure they have the required items for exchange.

For change of mind returns or exchanges, items must meet the following conditions:

• Purchased within the last 30 days.
• Proof of purchase must be provided.
• Items must be returned in a resaleable condition. This means the product is unused and with the original undamaged packaging and tags.

We require a proof of purchase for all returns and exchanges including faulty or damaged items.

If you no longer have a receipt, a bank statement showing the store transaction can be accepted as long as we are able to match the transaction to our sale records.

To avoid losing your receipts, we recommend signing up to receive email receipts from us. To sign up, just ask our friendly staff next time you purchase with us.

If more than 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange or refund. 

Under some circumstances we may be able to extend your return period. However, this will be at the store manager's discretion.

There are some exceptions to our No-Questions-Asked return and exchange policy. These items can not be exchanged or refunded unless faulty.

For health and hygiene reasons, we do not accept returns or exchanges for the following items:

• Bedding (including sheets, duvet covers, quilts, pillowcases and bedding).
• Earrings
• Consumables
• Cosmetics.

We also do not accept returns or exchanges for gift cards or sale/clearance items.

Please contact us in store on 03 428 2621 or email info@mooch.nz as soon as you are aware of any fault or damage with your item. We will need to make an assessment either from a photo or in person.

If we think it is a manufacturing defect we will need to make contact with our supplier. If our supplier can not fix or remedy the fault then we will be able to offer you a refund or replacement providing they establish that there is indeed a manufacturing fault with the item. If the supplier considers the item not faulty then we will return the item to you in person or send the item back to you at your cost.

Please make sure that you have a proof of purchase and have followed care instructions. We do not accept returns for items damaged through misuse.

There can be some processing time between your refund been processed in store and the money returning to your account. Returns are usually processed within 5 working days but this is dependent on your bank or credit card company.

If you haven't received your refund after 5 working days, please double check which card you used to receive your refund and check your bank account again. Then contact your credit card company or bank to enquire if there has been any issues with the return.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@mooch.nz

We offer a 30 Day No-Questions-Asked return policy for online orders. As long as you meet our return conditions we're happy to provide a refund. You will not be refunded for the shipping or delivery charges unless we have sent you the incorrect item or it is faulty.

Change of mind returns must be sent back to Mooch at your own cost. Please contact our online team on 03 441 4041 or email online@mooch.nz to initiate the returns process. Please note, we will only process your refund when we have received the item you wish to return. Also, please be advised that there will be a shipping fee for sending any exchanged item.

We can accept returns and exchanges for online orders in our Queenstown stores if required. Please notify our online team regarding your return prior to visiting our stores.

For change of mind returns items must meet the following conditions:

• Purchased within the last 30 days.
• Items must be returned in a resaleable condition. This means the product is unused and with the original undamaged packaging and tags.

There are some exceptions to our No-Questions-Asked return policy. For health and hygiene reasons, we do not accept returns or exchanges for the following items:

• Bedding (including sheets, duvet covers, quilts, pillowcases and bedding).
• Earrings
• Consumables
• Cosmetics.

We also do not accept returns or exchanges for gift cards or sale/clearance items.

Please do not send returns without initiating the returns process with our online team.

Our return address is:

Mooch
Queenstown Central Shopping Centre,
19 Grant Road
Queenstown
9300

You are responsible for paying for the shipping costs for returning your item to us (unless the item is incorrect or faulty). We will only process your refund when we have received the item you wish to return.

Please package your items securely and include your name, contact details and order number with your package. If you are shipping an item over $75, we advise using a trackable shipping service or purchasing shipping insurance. We do not take any responsibility for items damaged or lost in transit when returning to us.

We can offer an exchange for an online purchase under some circumstances. However, in general we recommend placing a new order and initiating the return process for the items you no longer want. Please be advised that there will be a shipping fee for sending any exchanged item.

Please contact our online team on 03 441 4041 or email online@mooch.nz to discuss an exchange.

Please note, we're currently not able to offer store credit for online purchases.

We work really hard to ensure you receive the correct items in perfect condition. However, nobody's perfect and very occasionally we do make mistakes.

We sincerely apologise if you have received an incorrect or damaged product. Please email online@mooch.nz within 48 hours of delivery to discuss your options. For items that are damaged, please include photos of the damaged item and it's packaging. Please note that we will not be able to rectify damaged products if you don't contact us within 4 days of the delivery.

Please contact our online team on 03 441 4041 or email online@mooch.nz as soon as you are aware of any fault or damage with your item. We will need to make an assessment from a photo or we may need to arrange (at our cost) the return of the item for assessment in person.

If we think it is a manufacturing defect we will need to make contact with our supplier. If our supplier can not fix or remedy the fault then we will be able to give you a refund providing they establish that there is indeed a manufacturing fault with the item. If the supplier considers the item not faulty then we will return the item to you in person or send the item back to you at your cost.

Please make sure that you have a proof of purchase and have followed care instructions. We do not accept returns for items damaged through misuse.

If you ordered from us through a third party website such as The Market or Trade Me, you will be able to receive a refund as long as you meet the return conditions of the third party website.

The Market: Please follow The Market's return process to initiate a return.

Trade Me: Please contact our online team on online@mooch.nz or 03 441 4041 to discuss your return options and initiate the return process.

Please note, we are not able to directly refund you if you purchase through a third party website. Any refunds must be made through the third party.

There can be some processing time between your refund been processed and the money returning to your account. Online refunds are always returned to the card used to make the original purchase and are usually processed within 5 working days but this is dependent on your bank or credit card company.

If you haven't received your refund after 5 working days, please double check which card you used to purchase your original order and check your bank account again. Then contact your credit card company or bank to enquire if there has been any issues with the return.

If you’ve done all of this and you still have not received your refund yet, please contact us at online@mooch.nz