The Need-to-Know List

Can I exchange my order if it’s not quite right?

Absolutely. If the size isn’t right or you’ve simply changed your mind, we’re happy to offer an exchange, store credit, or refund. Items must be returned within 14 days (NZ orders) or 30 days (international orders) from when you received them. To be eligible, your item must be unworn, in original condition, and have all tags attached.
Please see our Returns Page for full details and any exceptions.

Can I return a sale item?

All sale and outlet items are final sale and cannot be returned for a refund, credit, or exchange, so please choose carefully.
If you’re unsure about sizing or fit, we’re here to help before you purchase. Reach out anytime; our team is always happy to guide you.

(This does not affect your rights under the New Zealand Consumer Guarantees Act. If your item is faulty, we’ll repair, replace, or refund it in line with consumer law.)

What if my order hasn’t arrived?

All orders are sent via trackable courier services. Once your order has been scanned as delivered by the courier, Noa is not responsible for loss or theft.

In the rare event a parcel is delayed or lost in transit (before delivery is confirmed), we’ll work directly with our courier to locate it. If it cannot be recovered, we’ll either resend your order (if stock allows) or arrange a refund/credit in line with the courier’s compensation policy.

For peace of mind, we recommend selecting signature-on-delivery or courier insurance at checkout for higher-value items.

My international order doesn’t have tracking - how can I check where it is?

If you chose our standard (non-tracked) shipping, it won't include a tracking number. For updates, just contact us and we’ll follow up with our shipping provider on your behalf.

For international orders over $250 NZD, we recommend selecting the tracked courier option for peace of mind.

Will I need to pay customs or import fees?

Possibly. Customs duties and taxes vary by country, so we recommend checking with your local customs office before ordering.
Please note: Noa is not responsible for any import-related charges or delays once your parcel has left New Zealand.

What if my item is faulty?

If you believe your item is faulty, please email us at team@noagroup.co.nz with your order number, a clear photo of the fault, and a brief description. Once assessed and confirmed as faulty, we’ll arrange one of the following:

A replacement (subject to availability)
Or a full refund

Please note: All faulty item claims must be approved by our team, and action will only be taken once the item has been received and reviewed.

I’d love to work with Noa - how can I apply?

We’re always on the lookout for creative, passionate people to join our team. Keep an eye on our Instagram and sign up to our mailing list for updates on job opportunities.

I'm having trouble placing an order - can you help?

Of course! Our team is based in New Zealand and we’re here to help. If you're having any issues with your order, just email us at team@noagroup.co.nz]. We’re available Monday to Friday, 10am – 5pm NZST.

When will my order ship?

We aim to dispatch all orders within 1–2 working days. You’ll receive a confirmation email with tracking info (if applicable) once your order is on the way.

During sale periods or public holidays, please allow an extra day or two for processing.