Refund policy

At Drop Out Store we have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

 

Online Sales

To be eligible for a return, your item must meet the following requirements:

  • Be in the same condition that you received it; unworn or unused (meaning it can’t have gone through the wash), with tags, and in its original packaging. ‘
  • For shoes: unworn or unused, with original tags/shoe inserts, and its original undamaged packaging/box. Returns with damaged boxes will not be accepted, as the box is considered part of the item.
  • Receipt or proof of purchase; order numbers, invoice numbers etc.
  • Not be an item that was purchased on SALE, with discount codes or seasonal sale codes (including the complimentary welcome discount).
  • Meet our exceptions guideline, as stated below in this article.


To start a return, you can contact us at hello@idroppedout.co. If your return is accepted, we’ll contact you to organise the process of return shipping, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and you will also need to pay for your own shipping fees.

On a case by case basis we may accept returns for items purchased on SALE, with discount codes and seasonal discount codes (including the complimentary welcome discount) in exchange for a Store Credit voucher, which is valid and can be redeemed within 24 months of issue.

Items being returned/exchanged/refunded due to "incorrect sizing" and or "item not being wanted" do not receive free returns. It is expected the customer pay for their own shipping to return the item back to Drop Out Store.

Items being returned/exchanged for "new sizes" will also be charged a new shipping fee for the item to be re-shipped back to you. These shipping fees are charged at the same rate in which you originally paid for during your purchase.

*PLEASE NOTE* We no longer accept returns, refunds or exchanges from countries outside of New Zealand & Australia. These countries include but are not limited to:

European Union (France, Italy, Germany, Belgium, etc.), United States of America, Canada, South America (Brazil, Argentina, Chile, etc.) Japan, Korea, Mainland China, Singapore, Hong Kong, Thailand, Vietnam, Southeast Asia, Middle Eastern Countries.


In-store Sales

Items purchased in-store are not eligible for refunds. Items purchased in-store are only eligible for exchanges or store credit within 14 days from the purchase date. Proof of purchase is required upon return and items must in their original condition as per the Online Sales requirements above.

 

Exceptions | Non-Returnable Items | Sale Items | Limited Release Product

Certain types of items cannot be returned, exchanged or refunded. Perishable goods (such as candles, incense etc.), and personal goods (such as jewellery - Rings, Earrings, Bracelets & Chains, Watches, Sunglasses etc.) will not be accepted for returns, exchanges or refunds. Other personal goods such as Beanies, Hats, and items worn on the face/head may be returned if the condition of the product meets a return standard that allows us to re-sell the item again. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns, exchanges or refunds on Drop Out Store gift cards.

All sale items are not eligible for returns, exchanges or refunds and are deemed as final sale. These items will be clearly labelled in the item description through our web-store.

All seasonal sale items and items purchased using discount codes (including the complimentary welcome code) are not eligible for returns, exchanges or refunds and are deemed as final sale.

All Limited Release product are not eligible for returns, exchanges or refunds and are deemed to as final sale. These items will be clearly labelled in the item description through our web-store.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

 

Products that are damaged or defective may be eligible for a refund, exchange or return. If you believe your item meets these requirements, please ensure you contact us.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note, purchasing a new item to "replace" an item that is not eligible for returns, exchanges or refunds will not warrant a return, exchange or refund for your original order.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. Please note that orders paid for (and refunded) by PayPal, AfterPay & Zip Pay may take upwards of 21-days to clear back to your account.

Please note, any order that is eligible for a refund will have the total item value refunded. Refunds on orders do not include refunding shipping/courier fees, duties & taxes accrued at your countries border agency or other associated costs.

 

Gift Vouchers

Drop Out Store Vouchers only valid for 24-months after the date of issue. Vouchers cannot be exchanged for cash, credit/debit card refunds. The minimum purchase value with a Gift Voucher is $20 NZD. Any purchase below this value cannot be processed using a Drop Out Store Voucher. Vouchers may be used for purchases of higher value than the stated monetary value of the Voucher, upon payment of the difference. Vouchers may be subject to verification at the time of presentation. All Drop Out Store issued Vouchers will have unique security codes, if a code does not match what is verified in the Drop Out Store system, we will deem the Voucher fraudulent. Vouchers may be used for online purchases. All purchases made online using a voucher are not eligible for returns, exchanges or refunds.

 

International Online Sales

All sales made via our webstore to countries outside of New Zealand and Australia are final. We do not accept returns, exchanges or refunds for International orders.

From time to time, you (the customer) may be charged with additional duties, taxes and levy fees in accordance with your country’s importation guidelines. These fees are payable by you, the customer. Drop Out Store holds no liability in paying these charges.

Drop Out Store holds no liability in explaining or duly noting what your countries importation threshold/guidelines may be. On importation files sent with your parcel, we simply use the total value of the product as you purchased.

Please note: any duties, taxes and fees are payable through your local governing bodies payment facilities. You cannot pay Drop Out Store for your fees to be passed on, or additionally, expect a refund for any fees you obtain.

 

Updated 16/02/2026