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Help Centre

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Returns

I've ordered the wrong size or colour, how can I exchange it?

You can exchange any product you buy from our online store at any of our retail stores or by sending the product back to our distribution centre. Please include detailed instructions stating what you would like to exchange the product/s for. Occasionally there are times when the online store may be out of stock for the new size and colour you are after, in this situation you will be refunded.

For New Zealand and international returns, excluding Australia and the USA, the address for our distribution centre is:

Webshop Returns
7 Kordel Place
East Tamaki
Auckland 2013

Please note that items purchased in store will have to be taken to a store and cannot be received by our distribution centre. If you are an Australian or USA customer please note that we are unable to offer exchanges, all returns will be automatically refunded. If you wish to get new sizes/ colours you will need to place a new order.

Can I return or exchange items that I buy online at Hallensteins retail stores?

Yes. You can return or exchange an item that you have bought at our online store at any of our retail stores if the item has not been worn, is in a saleable condition, you still have the tags, and you have kept your proof of purchase.

Gift Cards are non-refundable.

My purchase is faulty, how can I exchange it?

Our Quality Control team inspect every delivery into Hallensteins to ensure that the products you receive meet our high quality standards. However, if you do receive a product that is faulty, please contact our team at help@hallensteins.com or by phone on 0800 245 247 to arrange a free return delivery and an exchange or refund. You may also take the product into any of our retail stores to receive an exchange or refund.

Our Returns Policy

We understand that buying clothing online can be tricky as you've never felt the product or tried it on. That's why we have a lenient returns policy that allows you to get a full refund for any products that you're not happy with. Shipping fees will not be refunded.

If for any reason you are not completely satisfied with any product, please return it to us in the original condition within 365 days of receipt and we will replace it where possible or refund your purchase price using the original payment method.*




If you are an Australian or USA customer please note that we are unable to offer exchanges, all returns will be automatically refunded. If you wish to get new sizes/ colours you will need to place a new order. We have warehouses set up to process returns in both Australia and the USA. To return items here, please download the appropriate returns form below. The address for each warehouse is printed on the form.



Click here to download the Australian returns form



Click here to download the USA returns form




If you are sending your parcel back to us, please send it via a tracked courier service. Hallenstein Brothers is not liable for returns lost in transit.




*We do not allow our products to be resold by retailers. If items are purchased from Hallenstein Brothers for this purpose, our returns policy will not apply and we will not offer a refund or exchange.

Will I have to pay another courier fee for return or replacement product?

Postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for the delivery of the new product coming back to you.