Got questions? We've got answers. If something's not covered here, hit us up directly.

HOW LONG DOES NZ SHIPPING TAKE, AND WHAT DOES IT COST?

We ship nationwide with NZ Post. Standard shipping is free on all orders and typically takes 2–5 business days depending on where you are. If you're in Auckland, expect it on the faster end. Rural delivery may take a little longer — we'll send you tracking so you can keep an eye on it.

DO YOU SHIP INTERNATIONALLY?

Yes — we ship to Australia and select international destinations. International shipping rates are calculated at checkout based on your location. Australia typically arrives in 5–10 business days. Rest of world varies, but we'll always send tracking so you know where your order is.

WHAT'S YOUR RETURNS POLICY?

Because our pieces are limited drops, we don't offer refunds — once they're gone, they're gone, and we can't hold stock. What we do offer is size exchanges, as long as the item is unworn, unwashed, and in original condition with tags attached. Reach out within 14 days of receiving your order and we'll sort it out.

WHAT IF I'M BETWEEN SIZES?

Check the model info on each product page — we list the model's height, weight, and the size they're wearing so you can get a real sense of the fit. Our pieces are designed with an oversized, relaxed silhouette, so if you're between sizes, sizing down will give you a cleaner fit. Still unsure? Flick us a message before you order and we'll help you out.

HOW DO PREORDERS WORK?

When you preorder a Toffeé piece, you're locking in your size before it arrives. Your card is charged at the time of purchase. Estimated ship dates are listed on each preorder product page — we'll keep you updated if anything changes, and we'll send tracking as soon as your order is on its way.

WILL SOLD-OUT ITEMS COME BACK?

No — and that's intentional. Toffeé runs limited drops, not ongoing production runs. When something sells out, it's done. If you missed a drop, keep an eye on our socials and sign up to the mailing list to be first to know about what's coming next.

WHAT'S THE FABRIC LIKE? ARE THESE ACTUALLY HEAVYWEIGHT?

Yes — genuinely heavyweight. Our hoodies and crews are 550GSM fleece-lined cotton, our joggers match that same build, and our waffle tees are a dense heavyweight waffle-knit. These aren't fast fashion weights. They're built to feel substantial, hold their shape, and get better with wear.

HOW DO I LOOK AFTER MY TOFFEÉ PIECES?

Cold wash, hang dry. That's it. Don't tumble dry — it'll affect the weight and structure over time. If your piece has embroidery, don't iron directly over it. Treat them right and they'll last.

WHERE ARE THE CLOTHES MADE?

We're transparent about this: our pieces are manufactured overseas to our specifications — fabric weight, construction standards, and fit are all defined by us. We're a small NZ brand building toward more local production as we grow. Quality over shortcuts, always.

HOW DO I GET IN TOUCH?

Head to our contact page or email us directly at hello@toffee.nz. We're a small team so we aim to get back to you within 1–2 business days. We're also on Instagram — DMs are open.