Returns
Prior is a live marketplace and prices fluctuate based on supply and demand in real-time. As such, once a sale is made, an order is created and we are unable to offer returns, exchanges, or swaps—except for our own brands, Prior and Core—.
If you no longer wish to keep your item, our consignment option allows you to resell it without any hassle. For more information, check out our how it works page.
Returns for Prior and Core Brands
For Prior and Core brand products, contact us within 14 days for online purchases or visit our store within 14 days for in-store purchases. Approved returns receive store credit or exchanges. Items must be unused with original packaging. Return shipping costs apply unless it's a product defect or our error. Standard return policy applies to other brands.
Contact support@priorstore.com for assistance.
Return fees
There is a handling fee of $10.00 for all returns and exchanges
Cancellation of Order
Cancellation within processing the order will incur a 10% of the total value of the order restocking and administration fee.
Cancellation for orders from location 'ONLINE MARKETPLACE' is not accepted.
Damage, loss or theft
Prior is not liable for any loss, damage, or theft of parcels once they have been dispatched, unless parcel cover has been purchased at checkout. Parcel cover does not cover theft after delivery has been confirmed. Customers who opt for parcel cover will be eligible for compensation for 21 days from the day of purchase, in accordance with the cover's terms and conditions. By completing a purchase without selecting parcel cover, you accept full responsibility for the delivery of your order.
Sale Items
All sales are final for sale items.
Click & Collect – Auckland
Collection is available for items that display "Collection Available" on our product pages. If eligible, you'll see the option to select pickup at checkout.
Pickup Location:
Prior Fulfilment Warehouse | Auckland
E7/18 Oteha Valley Road Extension (Lucas 18)
Albany 0632, Auckland, New Zealand
Pickup Hours:
Monday, Wednesday, Friday (Closed on Public Holidays)
12:00 PM – 3:00 PM
(Closed on Public Holidays)
Orders are usually ready within 24 hours.
Handling
While we strive to ship orders within the next business day, please allow up to 3 business days for standard orders to be dispatched from our Auckland or Melbourne warehouse.
Online Marketplace
Up to 7 Business days handling time
New Zealand Post – Auckland (Non-Rural)
• From $9.95 via Express Shipping
ETA 1-2 Working days
New Zealand Post – Outside Auckland & Rural Areas
• From $12.95 via Standard Shipping
ETA 2-5 Working days
Australia Post - New Zealand
• From $10.95 via Standard Shipping
ETA 3-6 Working days
• From $24.95 via Express Shipping
ETA 2-5 Working days
Australia Post - Australia
ETA 1-5 Working days
New Zealand Post - Rest of the World
• From $39.95 via Standard ShippingChristmas Cutoff
All orders from our New Zealand Facilities shipping cutoff is 19 December
Damage, loss or theft
Prior uses trusted delivery partners and aims to ensure all parcels arrive in good condition. We are committed to making sure your orders are delivered on time and undamaged.
Once a parcel has been marked as delivered by the courier and confirmed to the correct address, Prior is not responsible for any theft or loss that occurs after delivery. If you believe your parcel has been stolen after delivery, we will do our best to investigate the matter with our delivery partner to confirm that it was delivered to the correct address.
We strongly recommend selecting a secure delivery location (e.g. a work address or attended household) and monitoring tracking updates closely around the expected delivery date.
Parcel Cover
Parcel cover is optional and provides additional protection, including faster resolution and compensation for parcels lost or damaged in transit, without the standard investigation delays from our delivery partner. Parcel cover does not include theft after delivery has been confirmed. Customers who select parcel cover are eligible for compensation for up to 21 days from the date of purchase, in accordance with the cover’s terms and conditions.
For international orders, Prior is not liable for any loss, damage, or theft once the parcel has been dispatched from New Zealand, unless parcel cover has been selected at checkout. We strongly recommend international customers add parcel cover, as responsibility for the parcel transfers to the customer once it leaves New Zealand if cover is not selected.
