Need a hand with something? Check out our list of FAQs. If you can't find what you're looking for, get in touch with us at firstname.lastname@example.org
Orders & returns
Sustainability & Social Issues
How are you operating under the traffic light system?
The safety of both our staff and customers is our first priority. As per the government guidelines we ask that all in-store customers sign in and wear a face covering while shopping in-store. Our staff will also comply with recommendations by wearing face coverings and ensuring all surfaces are cleaned regularly. Online dispatch is continuing as per usual.
Orders & returns:
Where is my Order?
If you haven't received your order in the expected timeframe, please check the following:
Check the tracking link sent to you in your shipping confirmation email
Check for delivery cards or emails from the courier provider
If you still can't locate your parcel, get in touch with our dispatch team at email@example.com with your order number and we'll have a look for you.
What is your shipping policy?
For all shipping updates, delivery times and costs head to our shipping page
I've received the wrong item, what should I do?
We all make mistakes sometimes, in the rare chance you receive something different to what you ordered get in touch with us and we'll work with you to get the correct items on your doorstep!
Can I cancel or change my order?
If you've placed an order, but haven't yet received a shipping confirmation email then you are free to get in touch with us to cancel or change your order. Once your order has been dispatched it will need to be logged as a return to change or cancel it.
I haven't received an order or shipping confirmation email?
In the off chance you don't hear from us after you place an order, make sure you check your junk, spam and promotions folders first. If you still can't find anything get in touch to confirm that your order was successfully placed.
Can I get express delivery
Most orders within New Zealand are delivered with an overnight ticket but additional delays may occur. If you require your item within a certain time we recommend including a note with your order to let us know. We may be in touch if there are any additional shipping charges for express delivery.
Do you ship internationally?
We are able to deliver almost all of our items to international addresses, excluding oversized items or bulk orders. For more details on our international and Australia shipping times and costs head to our shipping page
What is your returns policy?
For all information on returning items and to log a return with us head to our Returns page
I bought an item on sale, can I exchange it?
We are unable to offer refunds or store credit for online or in-store returns of sale items. If you are able to find a different size or sale item of the same or higher value we may be able to process a direct exchange for you. Get in touch with us at firstname.lastname@example.org to start this process. Please note that you may be required pay any difference if the item you are exchanging for is higher in value.
I need help with sizing?
We have a general size guide which you can access by heading to our sizing page. Please note that as there are often differences between brands and styles it is difficult for us to provide a fully comprehensive size guide. If you would like specific measurements for an item get in touch with us at email@example.com or call us in-store at +64 3 371 7465.
Will you be getting more stock?
We do our best to restock popular items as much as we can, however due to the limited production runs of some of our seasonal products this is not always possible. If the item you are looking for is sold out, you can select the link that says "Out of Stock? Get Notified" to get a prompt as soon as that item is available if we are able to restock it.
Do you have more sizes in-store?
All of our stock both online and in-store is currently the same, so if you cannot see your size online then unfortunately we don't have that item in-store either. Occasionally we carry new stock or replenishments which may not yet be reflected in our stock levels, however we try to have all stock available online as soon as possible.
Can I order in a specific product from one of your brands?
We are very lucky to work so closely with some of our local designers so we are able to often make special orders. If there is something you would like to order that is not available online, get in touch with us at firstname.lastname@example.org and we can check the availability of that item with our suppliers. Please note that you may be required to pre-pay your special order. We are also unable to place special orders for most of our international brands.
Do you price match?
We work hard to offer all of our products at reasonable prices and stick to the prices set by our suppliers. If you do see an in-stock item at a cheaper price elsewhere, provided it is an identical product and is not part of a temporary promotion we may be able to offer a price match, but this will be addressed on a case-by-case basis. We reserve the right to not alter the listed price or our products.
What payment options do you offer?
We are able to accept most major payment options, including Laybuy and Afterpay. For a full list of our payment details head to our Payments page
Can I order over the phone?
Yes! If online ordering isn't your thing feel free to give us a call at +64 3 371 7465 and we'll be happy to put an order through for you on the spot. Shipping costs may still be required.
Do your offer/accept gift vouchers?
Yes! We offer both online and in-store gift vouchers. Currently in-store gift vouchers are unable to be redeemed online but online gift vouchers can be redeemed in person.
Can I exchange my in-store voucher for an online one?
Yes you can, get in touch with us at email@example.com with your 4-digit gift card code and we'll be glad to exchange this for you.
Does INF DEF offer a loyalty program?
We sure do! We have a loyalty program for all our locals, both near and far. You can read all about the rad perks over on our loyalty page
I'm unable to access my online loyalty account?
Whether you're new here, or you've shopped with us for years you may need to set up an online account to track your loyalty. Just head to our register page to sign up. Once you're set up you can keep track of your points by logging in to your account online.
If you're still having trouble, get in touch with us and we can send you an account invitation email to complete your setup.
I bought an item, but I haven't gotten any points?
We currently don't offer loyalty points on discounted orders or orders that include sale items. If you have made an order for a full-priced item and still can't see your points showing up, there may be a number of reasons for this, get in touch with us and we can check your account for you.
Sustainability & Social Issues:
Is Infinite Definite committed to sustainability?
At INF DEF, we believe climate change is one of the biggest issues the world is currently facing. We're big believers in doing as much as possible to reduce our carbon footprint and push our suppliers to reduce theirs by avoiding single-use plastic, recycling and producing longer-lasting low impact products. For a full run-down you can read more on our policies via our sustainability page.
Is Infinite Definite committed to human rights?
We work closely with our designers and suppliers to ensure that from seed to garment the products we carry are ethically and mindfully crafted. We also make a real effort to support and champion our brands who are leading the global charge in making a better garment production industry through improved sustainability and transparency.
Where does INF DEF stand on discrimination?
We have a strict zero tolerance for discrimination, we take pride in the vast diversity of our community and strive to make sure everyone is able to feel safe and comfortable while both shopping online and in-store. We do accept that we are sometimes unable to provide products to suit everyone's needs, but would love to have the opportunity to work with you to help find the best solution for you, if this is the case get in touch with us at firstname.lastname@example.org or via our instagram or facebook to have a chat with our friendly customer service team!
While we are committed to constantly improving our customer experience and approach to sustainability, we are always happy to receive feedback on actions we could be taking to further better our impact. If you have any feedback regarding any of these issues we'd love to hear it!