Returns
We offer refunds, exchanges and store credit. How long you have depends on where your order was delivered.
Our returns policy changed on 21 October 2026. Refunds apply to orders placed on or after that date. Orders placed before 21 October 2026 stay on our previous policy, which is store credit or an exchange only, so we are unable to offer a refund on them. Faulty items are covered separately under Faulty items below.
Full price items
Full price items can be returned for a refund, an exchange or store credit.
Refund. A 5% restocking fee is deducted from your refund.
Exchange or store credit. No restocking fee.
Sale items
Items bought with more than 15% off, including promotions and site-wide sales, can be exchanged or returned for store credit only. Sale items are not refunded. A $10 restocking fee is deducted from the store credit. The same windows apply as any other order, 14 days in New Zealand and 30 days in Australia.
Final sale
Items marked FINAL SALE are not eligible for a return, exchange or store credit.
Instant exchanges
Available on all eligible orders. We send your new item straight away and place a pending hold on your card for its value. The hold shows on your account but no money is taken.
Once your original reaches us within 14 days and passes our check (unworn, like new, original tags attached), the hold is released and drops off your account. If it has not reached us within 14 days, the held amount is charged to your card. Exchange shipping is $10.
Return postage
New Zealand. Add Checkout+ ($5) at checkout and your return postage is covered. Otherwise, pay $10 in the returns portal for a printable label, or post it back at your own cost.
Australia. Return postage is your own. Checkout+ and prepaid labels are New Zealand only.
Restocking fees are separate from postage.
Australian returns
Orders delivered to Australia have 30 days from the date of delivery. Everything else in this policy still applies, and items must come back unworn with their original tags and packaging.
Any import duties or taxes you paid on delivery are set by Australian customs, not by us, and cannot be refunded.
Shipping rates are on our shipping page.
Products unable to be returned
For hygiene reasons we do not accept the return of underwear. Items marked FINAL SALE and items specially ordered at your request cannot be returned.
How to make a return
Head to our returns portal, enter your order number and the email address you used at checkout. The portal guides you through it and automatically approves all eligible items. If you strike trouble, our admin team is happy to help.
What you pay for postage depends on the option you choose. See Return postage above.
The item must come back in immaculate condition, with no marks, smells or wear, and with its original tags and packaging. Anything returned in less than acceptable condition will be sent straight back to you, with no refund or store credit.
Can I cancel my order?
We work hard to dispatch orders as soon as they are placed. Once your order is confirmed we cannot amend the payment method or the items, so please check your items, delivery address and payment method before completing your purchase. An order that has been placed cannot be cancelled. It follows this returns policy instead.
General information
When your items reach us, expect a reply within 2 to 3 working days. Refunds go back to your original payment method, and your bank may take a few more days to show it. Store credit is emailed to you.
Oversold item disclaimer
During high-volume sales events there is a rare chance an item in your cart is oversold before we can update inventory levels. If that happens we will email you and apologise, and you can choose a similar item, take a full store credit, or take a complete refund. We appreciate your understanding.
Faulty items
Under the New Zealand Consumer Guarantees Act and Australian Consumer Law, a faulty item should be returned within 12 months of purchase for assessment. Faulty items may be returned at any time within that period, but we ask that obvious faults be reported and returned as soon as possible.
Once received, the item goes to our supplier for a formal investigation. We will keep you across a repair or replacement based on what they find. If a replacement is unavailable we will provide a full refund or store credit, depending on the circumstances.
Initial postage costs to return the goods are the responsibility of the customer. Following the investigation, if the item is deemed faulty, your postage may be refunded at our discretion.
Contact us
Email us at hello@blankspacethestore.com. We aim to reply within 1 to 2 business days. During busy periods like sales events, please allow a little longer.
Common questions
Can I get a refund?
Yes, on full price items from orders placed on or after 21 October 2026. A 5% restocking fee is deducted from your refund. Choose an exchange or store credit instead and there is no fee. Orders placed before 21 October 2026 are store credit or exchange only. Sale items are store credit or exchange only, and FINAL SALE items cannot be returned.
What is Checkout+?
A $5 option on New Zealand orders. Add it at checkout and your return shipping and handling is covered if you send something back. Skip it and you can still return. You just cover the postage, either by paying $10 in the returns portal for a printable label or by sending it back yourself.
How long do I have to return an Australian order?
30 days from delivery. Within New Zealand it is 14 days.
Can I return sale items?
Yes, for store credit or an exchange. The same windows apply, 14 days within New Zealand and 30 days in Australia, and a $10 restocking fee is deducted from the store credit. Items marked FINAL SALE cannot be returned.
Can I return FINAL SALE items?
No. Items marked FINAL SALE are not eligible for a return, exchange or store credit.
How does an instant exchange work?
We send your new item straight away and place a pending hold on your card for its value. Send your original back within 14 days. Once it passes our check the hold is released. If it does not reach us within 14 days, the held amount is charged.
How do I return an item?
Through the returns portal, using your order number and checkout email. Send it back in original condition with tags and packaging.
Am I responsible for the cost of my return shipping?
Within New Zealand, only if you did not add Checkout+ at checkout. Checkout+ is $5 and covers return shipping and handling. Otherwise you can pay $10 in the returns portal for a printable label, or send it back at your own cost. On Australian orders return postage is always yours.
Do I get my import duties back?
No. Duties and taxes are charged by customs, not by us, so we cannot refund them.
