Frequently Asked Questions

Take a look at our Blog Post here!

Please be aware there may be some limitations to altering your garment. Usually, a hem or simple tailoring job to ‘take something in’ will not be a problem. However, sometimes ‘taking something out’ may pose issues. This may be due to some aspect of the fabric implications or a method no longer used for example natural fabric fading creating a new visible change.

We recommend having a discussion with an alterations specialist used to dealing with specialist items and vintage clothing, such as a tailor. costume designer or a trustworthy seamstress for the qualified advice. If your grandma used to sew - she may know! Please be aware that due to the nature of the craftsmanship of vintage items - you may be told nothing can be done.

While we want these clothes to be seen and worn, we understand sometimes a ‘bow in the wrong place’ can ‘put you off’ wearing your wonderful piece. We recommend trying to leave the garment as close as possible to the original. This will assist in retaining its monetary, historical and artistic value. If for example, you remove a bow or extra button we suggest you sew it in to the inside (not longer visible) so that if another chooses to restore it to its original glory - they may do so.

We currently ship to New Zealand, Australia and US addresses.

Yes, you can collect your order from our store in Milford, Auckland, at no charge. You will need to collect your order between our standard opening hours (view here).

Under normal circumstances, your order should be received within 1-3 business days. However, under Covid-19 restrictions, please allow up to 7 additional days due to demand experienced by the courier companies.

In the first instance, we ask that you contact the courier company and provide the tracking number to find out where the item is currently located. The details of the courier company and the Tracking Number was provided to you in the email from us titled 'Your order is on its way!'

If the courier can show you proof that the parcel was delivered, please check with your neighbours, just in case it was dropped at a nearby location by mistake.

We will accept returns or exchanges on a limited selection of brand-new items sold from our store, as outlined in the New Zealand Consumer Guarantees Act. Read our full Returns Policy here. 

All SECOND-HAND items listed on this site (and throughout New Zealand) are excluded from standard refund/exchange obligations under the New Zealand Consumer Guarantees Act. That means, if you are unhappy with your purchase, you cannot return, exchange or seek store credit for any reason. Read the full Return Policy here.

Painted Bird (like most second hand clothing sellers of vintage, retro, charity and recycled items) does not offer refunds, store credits or exchanges on sale or rescue items. However, we want you to be happy so may offer the opportunity for you to resell the item 'On-Behalf'. Please see our Selling on Behalf page for further information.

TBC

You may be able to resell through us as an on-behalf piece. This allows you to recoup some of your costs and minimise clothing waste. Painted Bird like most second hand clothing sellers (vintage stores, retro stores, charity and secondhand) does not offer refunds, store credits or exchanges. We encourage mindful and conscious purchasing behaviours. We want you to be happy so we may offer the opportunity for you to re sell the item with us. Please see our terms for selling on behalf for further information.

Painted Bird is very clear in our no returns policies if you have changed your mind for any reason. All items are sold ‘as is’. Your agreement to this is confirmed by a number of checks prior to your agreement to purchase before and when the sale is completed. We believe buying and selling online should benefit both buyer and seller and therefore offer you the opportunity to sell your item with us under our selling on-behalf terms and conditions if you are not happy. If your item is re sold, you may recoup some of your initial purchase and shipping costs and minimise clothing waste. Painted Bird, like most second hand clothing sellers (vintage stores, retro stores, charity and secondhand) - does not offer refunds, store credits or exchanges. We encourage mindful and conscious purchasing behaviours. We do want you to be happy and shop with us again so we believe the offer for you to re sell the item with us is a fair compromise. Please see our terms of selling on-behalf for further information.

We endeavour to provide the most accurate colours and clear pictures to show shape and design of a garment. This includes any exciting and redeeming features of any item prior to purchase. Buying items online is often subject to differing perceptions when it comes to colours and shapes. We recognise sometimes things are not as you thought they would be even if we ask you to double check before purchasing. In some cases we may welcome returning items for sale under our selling on-behalf terms and conditions. If your item is re sold, you may recoup some of your initial sale costs and minimise clothing waste. Painted Bird like most second hand clothing sellers (vintage stores, retro stores, charity and secondhand) does not offer refunds, store credits or exchanges. We encourage mindful and conscious purchasing behaviours. We want you to be happy so we offer the opportunity for you to re sell the item with us. Please see the information on Selling on Behalf for details.

Painted Bird may, at its sole discretion, offer an exchange or credit to its online store, if an item of clothing purchased online does not fit. The item must be shown to not fit within 24 hours of receipt of delivery. You will need to bring the item to our Milford store to demonstrate the fit and so we can check the condition of the item before we will consider exchanging it.

We recommend contacting us to obtain the exact garment measurements before purchasing if you are unsure of fit.