Auckland Airport’s online shopping experience

Returns & refunds

The Mall is Auckland Airport's online shopping experience. We have partnered with the Airport's most popular retailers who are responsible for their own returns and refunds policies detailed below.

We want you to be 100% satisfied with your purchase and understand that sometimes things might not go according to plan, so if you would like to return or exchange an item from an international or domestic order, our friendly Collection Point and Customer Service team are here to help.

If you have any questions, it’s a good idea to view our FAQs where we provide answers to the most common questions we are asked.

How to return an item

Inspect your items
Sign a Claim Form
Approval by the retailer

Step 1: Inspect your items

When you pick up your international or domestic order, the Collection Point team will ask you to inspect the items to ensure you are happy before signing for them.

Please note: once you have signed for your order, it is deemed that you're happy with your item(s).

Step 2: Review and sign a Claim Form

  • If something is not quite right when collecting your order, the Collection Point team will help you complete a Claim Form.
  • If you would like to return an item after collection*, please get in touch and we will send you a Claim Form to sign.

We will then notify the retailer on your behalf of the request for a return and refund and we will keep you updated on the progress of your claim.

Returns are subject to our retailer's individual policies which can be viewed in detail below. Proof of purchase must be presented in all cases and items eligible for a return must be in their original condition.

*Please note: if you have placed an order for international travel, due to Customs regulations for duty and tax free goods, a replacement item cannot be sent to your home address. If you have placed an order for domestic travel, this will be reviewed on a case-by-case basis by the relevant retailer.

Step 3: Approval and refund by the retailer

Returns are dealt with on a case-by-case basis by the retailer in order to do what is best for you, our customer. 

If your request is approved by the retailer, they will arrange a refund via your original payment method in the currency you purchased in. Please allow up to 10 days for the refund to show on your account.

Please note, our retailer offering differs across the international and domestic experience.

Our Retailer policies

The Loop Duty Free

Change of Mind Returns

If you wish to return an item because you have changed your mind about your purchase, The Loop Duty Free reserves the right to grant or refuse a refund or exchange. In the event The Loop Duty Free determines a refund or exchange will be granted, the following conditions must first be met:

  • You will need to produce your order confirmation from The Mall for the item
  • The item is in resalable condition including that:
    • It is in its original packaging, including instruction manuals and all accessories
    • It is unworn, unopened, unused and in its original condition; and that
  • The product is not one on which a change of mind return is not available (see below).

If these requirements are not satisfied The Loop Duty Free reserves the right to refuse a refund for change of mind returns.

Goods on which a change of mind return is not available:

The Loop Duty Free will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Cosmetics and Skincare
  • Mobile Phones
  • Headphones/ Earphones
  • Confectionery
  • Consumables (perishable products)

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other Returns

The Loop Duty Free will accept product returns and provide you with replacement, refund or repair where:

  • The product is faulty or is not of acceptable quality; or
  • The product does not match the sample or our description; and
  • You can present your order confirmation from The Mall for the item or other adequate proof of purchase.

Please note, in the case of electrical and electronic products The Loop Duty Free may elect to return the product to the manufacturer's repair agent to determine the nature of the problem.

If the product is determined to be faulty, not of merchantable quality, not fit for purpose or not matching a description or sample The Loop Duty Free will meet their obligations under the New Zealand Consumer Guarantees Act to provide a remedy.

If you cannot present your your order confirmation from The Mall or other acceptable proof of purchase The Loop Duty Free reserves the right not to offer a refund or exchange.

In the case of electrical and electronic products we can refer you to the manufacturer's customer support for assistance with operating difficulties or product repairs. The manufacturer's customer hotline number should be included with the information supplied with your product.

Where you seek a refund for any item that was purchased as part of a 'deal', The Loop Duty Free may refund the price in accordance with deal eligibility. No refund will be given on free items and any refund amount may be recalculated if your return results in deal eligibility no longer being met.

Operating Difficulties

If you are experiencing operating difficulties with electrical, electronic or other similar products we recommend you first contact the manufacturer's customer support before returning the product. Many operating difficulties can be quickly solved with the right advice. The manufacturer's customer hotline number should be included with the information supplied with your product.

In evaluating requests The Loop Duty Free Reserves the Right to

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair; exchange or refund being refused.

please note:

  • Your order confirmation from The Mall for the item is the best form of proof of purchase
  • Please return any accessories and manuals supplied with product


Should there be a concern with any items you have purchased from The Loop on The Mall please contact us at help@themall.co.nz so we can assist you.

Icebreaker

We are happy to refund any faulty item(s) with proof of purchase.

We are happy to accept change of mind refunds on the day of collection only. Once collected, please visit the Kiwi Discovery store in terminal and request a full refund upon presenting your collection receipt. All refunds will be processed within 3-5 business days.

We accept exchanges only in their original condition within 90 days of purchase with proof of purchase. This policy is not applicable for sale items. 

Kiwi Discovery

We are happy to refund any faulty item(s) with proof of purchase.

We are unable to accept change of mind refunds.

We accept exchanges only in their original condition within 90 days of purchase with proof of purchase. This policy is not applicable for sale items. 

Walker & Hall

You are welcome to exchange the size of your ring or bangle by visiting the Walker & Hall store once you have collected your order from the Auckland Airport Collection Point.

To exchange your order for a different item, you will need to accept the item at the Auckland Airport Collection Point and visit us instore to exchange for a different item. 

Faulty items will be replaced or refunded according to the Consumer Guarantees Act. You will need to request a claim form from the Auckland Airport Collection Point and have the item processed as a return.

Change of mind refunds are not available.

Saben

We are happy to refund any faulty item(s) with proof of purchase.

We are happy to accept change of mind exchanges on the day of collection only. Once collected, please visit the Saben store in terminal and present your collection receipt. All refunds will be processed within 3-5 business days.

We accept exchanges only in their original condition with proof of purchase. This policy is not applicable for sale items. Exchanges must be made at the Saben Airport store.

Warranty

Saben guarantees the manufacture of this product for 3 months from the date of purchase, and will repair, or if Saben considers necessary, replace the product during this time upon proof of purchase. This guarantee is in addition to any rights you may have under the Consumer Guarantees Act. Our warranty does not cover general wear and tear.

While Saben stands by the high standard of workmanship of its products, due to the delicate nature of some of the fabrications used, the longevity of the accessory may be compromised if appropriate care is not taken. Overfilling or carrying unusually heavy items are likely to put undue stress on various elements of the product which may result in damage to your accessory. Specific recommendations for the care of your handbag or accessory can be found on the Saben website.

If you do require a repair to your handbag or accessory outside of the guarantee period Saben are happy to undertake this on payment of a service fee. Repairs may take between 2-4 weeks to complete.

If you purchased a bag via the Mall that needs to be repaired please contact Saben on 09 376 1007 or send an email to ponsonby@saben.co.nz.

Mountain Jade

We are happy to refund any faulty item(s) with proof of purchase.

We accept exchanges and change of mind refunds with proof or purchase on the day of collection only. Once you have signed for and collected your item/s at the Collection Point, please visit the Mountain Jade store in terminal to process the refund or exchange (only on Departures).

Emirates Team New Zealand

We are happy to refund any faulty item(s) with proof of purchase.

We are happy to accept change of mind refunds on the day of collection only. Once collected, please visit the Emirates Team New Zealand store in terminal and request a full refund upon presenting your collection receipt. All refunds will be processed within 3-5 business days.

We accept exchanges only in their original condition within 90 days of purchase with proof of purchase. This policy is not applicable for sale items. 

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