Need to return or exchange it?
We get it. While we try to make sure you love everything you get from us, sometimes it’s just not quite right.
If you need to exchange an item or return it, here’s how:
How do I return or exchange an item?
Step 1: Please contact customer service at firstname.lastname@example.org to organise a returns & exchanges form or use the form here. We’ll send you a form and label to use.
Step 2: Repackage your merchandise and include the completed form. We’d recommend reusing the same recyclable packaging your item was sent in—together we can help keep our carbon footprint low.
Step 3: Affix the label to the outside of your box and make note of the Australia Post tracking number in case you need to track your package.
Then, just take it to your nearest post office, scan it, drop it, and you’re good to go. These parcels will go to:
For Australia Post and Startrack Parcels
PO Box 7196
ALEXANDRIA NSW 2015
Or if you’d rather ship it back yourself, simply make sure the parcel can be tracked and send it to:
10-12 RALPH STREET
ALEXANDRIA NSW 2015
What items can I return?
You can return all unworn, full-priced items. We can only refund anything in its original condition, with original tags still on.
Just remember, if a sale item is marked as non-refundable or as final sale on the site when you bought it, we won’t be able to accept a return. The same goes for items that are marked on the tags or packaging of the item. Don’t worry, in these cases we’ll be sure to let you know when you’re placing your order.
Can I return an item if I change my mind?
It happens. So we make it easy as long as what you’re returning ticks these boxes:
- You ask for a refund or exchange under the original order.
- You haven’t worn it. We can only refund anything in its original condition, with the original tags still on.
- If you’re exchanging after using your rewards, you may lose those rewards if what you get instead is of lesser value.
How long do I have to return it?
You have 14 days to decide if your item is perfect for you. If not, we understand, just remember the returns window starts from the day you receive your package.
How much does it cost to return it?
All returns are handled through Australia Post, who charge a standard shipping fee of $9 per package. This amount will be deducted from your original order amount, and we’ll refund the balance.
How will I get my money back?
The final amount of your refund will be debited back into the account you used to pay for the item.
Can I cancel or change my online order?
Once you place your order, we won’t be able to change it online. If you ordered something by mistake, follow the steps to make a return or exchange.
However, if it’s urgent, reach out to us at email@example.com.
What if an item is faulty?
We do our best to make sure everything from us is the highest quality. But if you do find a fault in anything we send you, reach out to firstname.lastname@example.org and let us know.
We’ll work out the details and either replace or refund your item at no extra cost.
If you need to know anything else about returns and exchanges, reach our customer service team on email@example.com. Our return policy is in addition to your rights under the Australian Consumer Law.