Easy returns

Notifying us of a return when picking up your order

When you pick up your order, the Collection Point team will ask you to inspect the items to ensure you are happy before signing for them. If something is not quite right, they will be there to help you complete a claims form and notify the retailer on your behalf of the request for a return and refund.


Each retailer is responsible for their own returns and refunds policy (see below) and we will keep you updated on the progress of your claim. Once a claim is approved the retailer will arrange a refund directly to the credit card you paid for the item with and in the currency you purchased it in. Unfortunately due to Customs regulations for duty free and tax free goods a replacement item cannot be sent to your home address.

Notifying us of a return after picking up your order

Step 1: Email us

Email us at help@themall.co.nz specifying your full name, date of travel, flight details, order ID and the specific item you are wanting to return. This information can be found on your order confirmation email. It is important that you:

  • retain the original packaging
  • accurately describe the reason for the return
  • take photos of any fault / damage for the retailer to review

We will acknowledge your email and be in touch with any further information the retailer may need.

Step 2: Review and sign the claim form

We will email you a claim form to complete, sign and return to us. Once we have received it and any supporting information we will notify the retailer of your request for a return and refund. We will keep you updated on the progress of your claim and any further necessary steps to follow.

Step 3: Approval and refund by the retailer

When a return is approved, the retailer will arrange a refund directly to the credit card you used to pay and in the currency you purchased it in. Unfortunately due to Customs regulations for duty free and tax free goods a replacement item cannot be sent to your home address.

Contact us with any questions.