100 Day returns
Need to return something? We've got you covered.
At Explorer, we allow you to return your order within 100 days of the date of purchase for a full refund. To be eligible for a full refund, the items must be:
- unused, unworn, undamaged and unmarked
- In their original box or packaging with the original tags attached
If you've simply changed your mind or accidentally ordered the wrong thing, you will be required to cover the return shipping fees. We will organise our courier company to pick the item back up and the freight cost will be deducted from your refund. The return rates for change of mind are as follows:
Suitcases & Duffles: $39.00
Accessories: $19.00
What do I do if my product is faulty?
If your item is faulty please contact us as soon as possible at [email protected] with photos and a description of the fault.
How do I return my order?
Create a Return Form: To create a Return Request, please click this link and follow the instructions on the page
Return your item by Courier: Once you have filled out the Return Request, simply re-pack your order in the original box and send to:
Explorer, Attn: Returns
2/2 Matakokiri Drive
Tauriko
Tauranga 3110
Please include your original paperwork or state your order number & e-mail address on a piece of paper inside the parcel so we can identify the return when it arrives at our warehouse.
If you have any issues with this process, please don't hesitate to contact us.
Do you offer exchanges?
We do not offer direct exchanges. If the product you have ordered is not suitable and you'd like to exchange for another size/colour/product, the easiest way to go about this is to return the original item as per our standard returns process and we will issue a refund for the returned item. You can then go ahead and purchase the alternative item whenever suits you.
How long will it take for my refund to be processed?
The Explorer team aims to process all returns within 48 hours from the date the product arrives back at our warehouse. Refunds for returns that are unworn, undamaged and unmarked, and in their original packaging with the original tags attached are processed within 1-2 business days from arrival in our warehouse. You will be notified by email once the return has reached us and a refund has been processed.
Once you receive email notification of your return, funds will be allocated back to the original form of payment used for purchase in approximately 1-5 days due to inter-bank credit card processing times (if refunding to PayPal then this is within 24 hours).
Why was my return declined?
On rare occasions, we may decline to offer a refund if your item is
- returned after the 100 day return period
- marked, damaged or showing signs of wear
- without its original tags or arrives in damaged packaging
Please feel free to contact us here, if you have any questions regarding the return of purchase.