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Please be sure to send your item(s) back in full accordance with our return policy:
Additional notes
When returning by mail, you will be responsible for covering shipping costs to return items and shipping charges must be prepaid. Depending on the shipping method and carrier used to return, your return package may take several days or weeks to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Engage will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of an Engage Gift Card for use on a future purchase.
This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of a Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the Engage Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Engage does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Engage reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
Similarly, Engage reserves the right to refuse service to any customer or entity, due to similar actions as noted above.
Non-Engage items sent to our Distribution Center will be discarded upon receipt.
Our Customer Protection Team handles situations in which a customer return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a loyal customer, we must ensure the safety, welfare, and comfort of all loyal Engage customers across the globe.
All items with prices slashed are considered Final Sale and cannot be returned for store credit. Mystery Boxes and Gift-cards are also considered Final Sale and non-returnable.
Note: Items must be sent back in accordance with our Return Policy and in resalable condition.
Because we can't ensure our loyal Engage customers will be issued the style/size they desire by the time their returned items come back to the Distribution Center, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued.
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (orders@engageind.co.nz) along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email info@engageind.com within two (2) days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
Complete a returns request form (included in your original packaging or by downloading and printing this form), and include it in your return package. If the return request form is not filled out correctly, your return may experience delays in processing. Kindly note that if you neglect to include the correct Order Number on the return form and/or the correct return item(s), we will be unable to process your return. Additionally, multiple order returns must be accompanied by separate return forms for each order.
Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return along with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Engage
14 Charlotte Street,
Eden Terrace,
Auckland 1021
New Zealand
Store credit in the form of an Engage Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your Gift Card covers the purchase price of each item and tax, if applicable. Engage does not issue store credit for the original shipping charges.
Engage requires items to be returned within 30 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center after 30 days are considered to be “stale” returns.