Refunds & Returns

You are eligible for a refund or exchange on any full price purchase if it is the wrong size, colour, fit or if there is any fault with the items. Based on the Consumer Guarantees Act, we do not have to exchange or refund an item if you change your mind, however, to provide the best service for customers, please drop us an email so we can see how we can help.


  • All items must be returned within 21 days from the date of purchase. Items must be unused, with the original tags and packaging still attached to the product. All footwear must be returned in the original shoe box,
  • Must be in an unused, resellable condition with original labels attached 

To complete your return, we also require a receipt or proof of purchase.

Returning In-store

Returning in store is easy, just let our team know your details when you hand over the return, and they will do the rest! Our in-store team can exchange or issue you with a store credit that is valid for 12 months.

Returning via post

We aim to process all returns within 5 working days of receiving your parcel. Please do allow this processing timeframe when your returns tracking shows to be delivered. Returns shipping is covered by the customer. 

Late or missing refunds :
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at 


Full price purchases placed online are eligible to be returned for an exchange, store credit, or refund providing your returns items fit our returns policy conditions. In the instance your full order is returned for a refund this may incur a $5 deduction fee, this is an automatic charge applied to cover any complimentary shipping costs that are offered at the time of your order being placed. Purchases that have previously been exchanged are not eligible for a refund.

Sale stock purchased online can be exchanged or returned for a Khyber Pass Store Credit. Any items classed as Final Sale cannot be returned. Sale stock purchased in store cannot be returned or exchanged.


  • Purchase was made within 21 days.
  • Must be in an unused, resellable condition with original labels attached.

To return your product, you should mail your product to: 

15 Khyber Pass Road Grafton Auckland 1023 New Zealand 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.