Can I check out as a ‘guest’, rather than signing up for an icebreaker account?

Sure. We get it – creating an account can be a hassle. However, if you plan to visit us again, there are benefits to ordering with your own account – especially if you’re signed up to our loyalty program.

What if my billing address is separate from my shipping address?

No problem. In the billing step of check-out, you’ll have the option to use a different address than the one you provide for shipping. Just find the little checkbox near the top of the billing page.

Why didn’t my coupon or discount apply to my order? 

Most of the time, a coupon will not apply to product that is already discounted, as offers can’t be combined. If you’re having trouble, we’re happy to help sort it out, just get in touch with us below.

Can I order an ‘out of stock’ item as a backorder? 

Sorry if we’ve sold out of what you really wanted. Unfortunately, we cannot accept backorders. Did you know loyalty members get early access to new product? Might help you get a head start next time.

How can I change my username and/or password? 

Just pop over to your account page. You’ll be able to change your info in the personal details section.

Can I cancel my online order?

Once you have placed an order, we cannot cancel or change this. If you have changed your mind about an order, you can make a return by following the instructions on our returns page here.

When will my order ship?

Please allow 3-5 business days for your order to be processed and dispatched. As soon as your order is dispatched, you will receive an email with your tracking number. Please note, during sale, promotional and peak periods, orders may take longer than usual to be processed and dispatched. A business day is Monday through Friday, excluding holidays.

What is the cost of shipping?

Orders under $99 are charged a flat rate of $10. Orders of $99 or more receive free shipping. For more details on shipping costs, pop on over to our shipping page.

How will my order ship (carrier)? 

All orders will ship with New Zealand Couriers. For more details on shipping options, visit our shipping page.

How long will my order take to arrive?

With everything running smoothly, you can expect delivery within 3-5 business days from the day you place the order. All orders ship from Auckland, New Zealand. For more details on shipping times, head over to our shipping page.

I can’t find my address during checkout. What should I do?

Please ensure that you are entering the correct details and check for any errors. If your address is new , it might not appear in the suggestions. In this case, kindly enter your address manually in the designated fields.

Why am I getting incorrect address suggestions during checkout?

The address suggestions come from a database that might not always be current or complete. If you encounter incorrect or incomplete suggestions, please manually enter your full, correct address.

Can I ship to a PO Box or overseas?

From this site we can ship to a New Zealand PO Box, however, unfortunately, we are unable to ship to any address outside of New Zealand. If you’d like to ship to Australia, Canada, USA, Great Britain, or most European countries, use our location picker to choose where you’d like to ship to.

How can I track my current order?

Once your icebreaker order has been shipped, we’ll send you an email with your tracking number. Alternately, you can track your order with an order number and email address here, or if you ordered while signed in with an account you can find the shipment and tracking information in your order history.

How long do I have to return an item?

You can return icebreaker that you purchased directly from icebreaker.com as long as it is unworn, unwashed, and in the original packaging with tags attached. We have extended our returns period and this may be returned for a refund for any reason within 30 days from the ship date.

How do I return an item?

Easy - the best place to start a return is on our returns page. That page should have all the info you need but reach out if you need any further help.

When will my return be processed?

Once we receive the returned item(s) it’ll take us a few days to inspect and process your return, at which point we’ll email you to confirm. It shouldn’t take more tha 10 business days.

Can I return an item purchased on icebreaker.com back to a Touch Lab?

Yes. Just pop by any of our stores. Just be sure to bring a copy of your order confirmation. You can find it in your email, or in your order history if you made the purchase while signed in.

What is the icebreaker warranty policy?

We stand by the quality of our products, which is reflected in our warranty policy. If your icebreaker garment shows faults in fabric, stitching, or manufacturing within 12 months of purchase, we will replace it. Please do not send your garment before submitting a warranty request and receiving our response.

Complete the form here as soon as possible so we can assess its condition and guide you on the next steps.

How do I make a warranty claim?

The best place to start your warranty request is by filling out the form on our warranty page. It’s one of our longer forms, but the more detail we have, the quicker we can help get it sorted. Please do not send your garment before submitting a warranty request and receiving our response.

So I can Click & Collect or reserve an item? What's the difference?

Currently Click & Collect and item reservations are unavailable at this time.
Click & Collect allows you to buy online and pick up in any one of our icebreaker stores, regardless of what stock the store has. If all items in your order are available at your selected store, we'll have your order ready for pickup within a few hours. If any one item in your order is not available at your selected store, the whole order will be prepared and sent from the warehouse. This currently takes up to 8-10 business days.

You can only reserve an item that is in the store already. Reserving allows you to hold an item in a store for up to 48 hours. This usually takes just a few business hours to get ready for you.

Click & CollectReservationCostOrders under $99 are charged a flat rate of $8.Orders of $99 or more receive free shipping.FreePaymentPay onlinePay at the storeReady inIf entire order is available in-store: 2-3 business hoursIf entire order is NOT available in-store:NZ - 8-10 business daysAU - 8-10 business days2-3 business hoursHold timeUp to 14 calendar daysUp to 48 hoursProduct availabilityItems available in-store and onlineItems available in-store

How do I make a purchase with Click & Collect?

Just shop as you normally would, then on the shipping page during checkout choose Click & Collect. Once your order is ready to be picked up, we'll email you to let you know.

How do I reserve an item?

You can find your options for reserving an item from the "Find it in-store" link found on any of our product detail pages. If a store offers reservation and has stock for it, you'll find a "Reserve" button within that store's details. Alternately, you can call the store to reserve any stock they have.

How do I know when my reservation or Click & Collect order is ready to pick up?

Keep a look out in your inbox for an email from us letting you know your reservation or order is ready for pick up.

What happens if don't pick up my Click & Collect order or reservation?

If we don't see you within 10 calendar days of your Click & Collect order being ready, that's no problem at all. We'll just process your order as a return and refund your money back to the original payment method used to place the order. We'll always try to reach out to you via phone or email before that happens.

For a reservation, we'll hold it for up to 48 hours, after which, we'll put it back on the shelves for other customers.

What do I need to bring to pick up my Click & Collect order?

All you'll need is:
- A copy of either of the emails you'd received from us about the order
- a photo ID

Can someone else pick up my Click & Collect order for me?

Yes, just make sure they have:
- A copy of either of the emails you'd received from us about the order
- their own photo ID

Are all products available for Click & Collect or reservation?

If you are able to buy it online, you'll be able to pick it up in a store with Click & Collect, if you choose.

For reservation, you can only reserve items at a particular store if that store has available stock for reservation.

Where do I pick up my Click & Collect order?

You'll collect your order from the icebreaker store you choose during checkout. As a reminder, you can find the collection store address in your order confirmation email. Alternately, if you remember the store name, you can find the store's address listed here.

How do I return click and collect order?

If for any reason you decide to return anything from your Click & Collect order, just take it to any of our icebreaker stores or return it via post by following the details here.

What time can I pick up my order or reservation from the store?

Just swing by the store anytime during trading hours. Our stores' hours are detailed here.

What is the nature.rewards programme? How does it work?

It’s our small way of giving back to our most loyal customers. How does it work? To put it as briefly as possible: Members of the programme earn points on purchases and automatically earn rewards when they reach certain thresholds of accrued points. We refer to these thresholds as “tiers”. The higher the tier a member reaches within a nature.rewards year, the greater the rewards they’ll receive.

To find out more, check out our nature.rewards FAQs page.

What is the best way to care for icebreaker products?

Great question. We want everyone to get the most out of their icebreaker. Check out our top tips on the care page.

Where can I buy icebreaker at a bricks and mortar location?

We’d love to see you in-store so you can experience the home of natural. Find your nearest store via our find a store page.

How do I remove myself from your mailing list?

Easy, just click ‘unsubscribe’, found near the bottom of any email you receive from us, and you’re done! Or get in touch with us below and let us know you’d like to be removed from our list.

How do I find out about employment opportunities with icebreaker?

Keen to join the flock? Just pop on over to our careers page to learn more about employment opportunities at icebreaker.

How do I update my email address?

Please reach out to our Customer Service team to update your email address. To prevent any issues, avoid using a work email address and ensure you do not create another Nature.Rewards loyalty account.

How can I ensure I don’t lose my loyalty points when updating my email address?

To avoid losing your loyalty points, we suggest continuing to use your current email address if possible. If you must change it, please contact our Customer Service team for guidance.

Will my order history and loyalty points transfer if I update my email address?

While we can’t automatically merge accounts, our Customer Service team can manually change your email address. Your order history will still be visible under “Orders & Returns” in your new profile, and your loyalty points will be transferred. However, due to technical limitations, the detailed history of loyalty points linked to specific orders won’t appear in the “Nature Rewards Summary” under your new email address.

cs.nz@icebreaker.com

0800 080 800
Monday - Thursday | 8:30am - 5:00pm (NZDT)

Friday | 8:30am - 4:30pm (NZDT)