Returns & Faulty Items
Returns Policy
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WHAT IS YOUR CHANGE OF MIND RETURNS POLICY?
Our straightforward returns process makes it easy to return unwanted items.
RETURNS CONDITIONS
If you change your mind, you can return any unwanted products, including some sale items, provided the following conditions are met.PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.
(Extended to 60 days, on purchases made between November 11th & December 24th).ITEM CONDITION
Items must be unused, unwashed, and undamaged.PACKAGING
Items must be returned in their original, intact packaging.FINAL SALE ITEMS
Items must not have been marked "Final Sale" at the time of purchase.HEALTH AND HYGIENE
For hygiene reasons, items including swimwear, underwear, cosmetics, headwear and jewelry cannot be returned.RETURNING A PURCHASE MADE ONLINE
All online purchases, can be returned by post .Head to our Online Returns Portal, and follow the prompts to purchase and print your $15 return shipping label. Take care to package your return, and then post your item at the Post Office.
Noting that if the product being returned, or its packaging, is damaged, we cannot accept your return.Once we receive your return, a refund will be issued within 5 business days to your original payment method, along with an email confirmation. We are unable to facilitate exchanges on items returned via the post.
Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.
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I'VE MISPLACED MY PROOF OF PURCHASE, WHAT CAN I DO?
We can often locate your transaction, provided you are able to share relevant details.
FOR PURCHASES MADE ONLINE
Your Online Order Confirmation email serves as both your proof of purchase, and as a Tax Invoice.If you are unable to locate your Online Order Confirmation, your purchase history can be accessed by logging in to your online Account. Rest assured, if you checked out as a guest you can retrospectively create an account with the email addressed used, and your purchase history will be visible to you there.
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CAN I RETURN AN ITEM GIFTED TO ME?
You are welcome to return a gift, provided proof of purchase can be supplied, and any items being returned meet our Returns Policy.
REFUNDING RETURNED ITEMS PURCHASED ONLINE
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A refund is automatically issued to the original payment method used. It is not possible to change the account the refund will be deposited to.
Online Returns Process
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HOW DO I RETURN MY ONLINE ORDER BY POST?
We offer a seamless returns process supported by DHL.
OUR RETURN CONDITIONS
You can return any unwanted products, including some sale items, purchased online or in store, provided all the following conditions are met.PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.
(Extended to 60 days, on purchases made between November 11th & December 24th).ITEM CONDITION
Items must be unused, unwashed, and undamaged.PACKAGING
Items must be returned in their original, intact packaging.FINAL SALE ITEMS
Items must not have been marked "Final Sale" at the time of purchase.HEALTH AND HYGIENE
For hygiene reasons, items including swimwear, underwear, cosmetics, headwear and jewelry cannot be returned.BOOK YOUR POSTAL RETURN
Then head to our Online Returns Portal to initiate a return. Take care when entering your order number and email address as both fields are case sensitive - order number can be found on your order confirmation.Provide a reason for the return, and purchase and print your $15 return shipping label.
PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged.Once packed in to a suitable mailer, affix the return label to the parcel, and find your nearest collection point to send it back to us.
A returns tracking link will be emailed to you once your return is on its way to us.
CANCEL YOUR POSTAL RETURN
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If you've arranged a returns label but have had a change of heart, we can cancel it and issue a refund for the label at your request. -
I'VE POSTED MY RETURN, WHAT HAPPENS NEXT?
Successful returns are refunded to your original payment method, once accepted by our warehouse.
TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us, allowing you to view the status of your return at any time.PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.
Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.
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I'M HAVING ISSUES WITH THE RETURNS PORTAL, WHAT CAN I DO?
Our returns portal is case and character sensitive.
COMMON REASONS
We have strong data validation within our Online Returns Portal to prevent any errors during the processing of your return and refund. If your order isn't recognised, we recommend checking:ORDER NUMBER
Must be entered without any character prefixes, such as hashes or dashes.EMAIL ADDRESS
Take note of any capitalisation in the email address listed on your Order Confirmations, some devices will capitalise names when checking out. If this has occurred, your email address needs to be inputted in the returns portal, exactly as it was at checkout.PURCHASE DATE
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Orders being returned must have been purchased within the last 30 days.
Faulty Items
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WHAT CAN I DO IF I HAVE A FAULTY PRODUCT?
If an item you've had for a while develops an issue, we can review it.
ITEMS PURCHASED ONLINE
Please submit your item for assessment via an email enquiry with "faulty product" as the request type, and our Team will assist you there. You will be prompted to provide proof of purchase and images of the item clearly showing the issue.Once all required information is received, a faulty assessment is typically completed within 5 business days, with next steps communicated by email.
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