Refund policy

1. The Risk-Free Try-at-Home Promise (New Zealand Orders)

We understand that true luxury lies in the perfect fit and feel. While traditional online retailers expect you to cover the cost of changing your mind, August proudly provides a 100% Risk-Free Home Fitting Trial for our New Zealand clients. Please note that this risk-free policy covers up to a maximum of 5 items per order.

1) Start a Return: If you would like to return an item, please contact us by email within 48 hours of delivery (as indicated by your tracking data). Confirm which items you wish to return and your preferred pickup location.

Important: Please consider the security of the parcel when left out for courier pickup, as lost items are non-refundable. For your convenience and security, you may select either your home or workplace address for the collection.

2) Prepare the Parcel (Cost Covered by Us): We will generate a 'Freightforward' code for you. Simply write this code clearly on the return package and leave it out for the NZ Post courier service to collect.

3) Refund Processed: Once we have received and inspected your return, refunds are typically processed within 3–5 business days back to your original payment method. Items shipped or received outside of our approved return window cannot be refunded.

Contact Email: hello@augustonline.nz

2. International & Australian Orders

Australian Clients: If you are returning an item from Australia, please notify us within 48 hours of delivery, and our concierge team will guide you through the next steps.

International Clients: To initiate an international return, contact our team via email to request an August Online International Return Label. Print the label, attach it securely to your parcel, and ship the item. A $25.00 NZD Return Shipping Fee will be deducted from your final refund. Please note that original international shipping charges and Australian customs duties are non-refundable.

Duties & Fees: Customers are solely responsible for any additional customs duties, taxes, or import fees incurred during the return shipping process. These external costs are not covered or reimbursed by August.

North America: Due to the high logistical costs of shipping, insurance, and international brokerage fees, orders from the USA and Canada are strictly excluded from our free return shipping policy.

3. Fitting Terms & Our Security Tag System

Our Home Fitting Trial is designed strictly to allow you to evaluate an item's fit, silhouette, and texture in the comfort of your home. It is not an open rental, wardrobe, or apparel loan service.

⚠️ The Security Tag System: To preserve the pristine, archival condition of our pieces, a visible, tamper-proof August Security Tag is attached to a prominent area of each garment.

You are welcome to try the item on to assess its fit, but the tag must remain completely attached.

If this security tag is cut, removed, tampered with, or reattached, the item is immediately deemed worn and becomes completely ineligible for a return or refund under any circumstances.

4. Worn Items Policy & Cost Recovery Fee

Upon return, every item undergoes a rigorous inspection for signs of wear, scents, perfumes, or makeup. All items must be returned in their original, unworn condition with the security tag fully intact.

If an item is returned to us in a worn condition or with a missing/tampered security tag, the return will be firmly rejected.

To recover the administrative, cleaning, and shipping expenses incurred by our boutique, a $20.00 Cost Recovery Fee must be paid before the item is released back to you. This fee covers both the initial return courier loop and the subsequent dispatch back to your address.

This $20.00 fee must be settled within 30 days of our email notification. Unclaimed items or unpaid balances will result in the items being held subject to storage fees or surrendered, in strict accordance with New Zealand commercial law guidelines.

5. Secondhand & Preloved Condition

As we curate premium archival and preloved items, we encourage you to contact our Concierge team before purchasing if you require close-up imagery, exact measurements, or detailed condition reports. We welcome your questions to ensure an informed, confident shopping experience. Please note that certain items, such as gift cards, are permanently non-returnable.

6. Faulty Products & The Consumer Guarantees Act (CGA)

August fully complies with the New Zealand Consumer Guarantees Act (CGA). If you believe you have received a faulty item, please email us within 3 days of delivery. Upon validation, we will ensure a prompt resolution via a full refund, repair, or replacement, including all original shipping fees. Most faulty item claims are fully resolved within 7 business days of receiving the item and supporting information. We will keep you updated throughout this process to ensure exceptional Kiwi customer service.

7. Counterfeit Protection Policy

August maintains a zero-tolerance policy against counterfeit merchandise. Every piece in our collection is meticulously authenticated by industry experts before listing. In the highly exceptional event that you suspect your item is not authentic, please notify us in writing within 3 days of delivery.

If an item is proven to be unauthentic, you will receive an immediate, unconditional full refund, including all original shipping costs. Attempting to consign or sell counterfeit items through August is strictly prohibited and legal action may be pursued.

For any questions regarding your order or these terms, please reach out to our team at: hello@augustonline.nz