Exchanges & Returns
Exchanges & Returns
If you change your mind after purchase you will in most cases be able to exchange the item for a different style, size, colour or product.
When your returned item arrives back to us we will provide you with a unique website code, via email. This code will allow you to access your store credit.
This credit code can be used for whatever items you choose from our website.
Unfortunately, we do not offer refunds for change of mind.
To exchange an item, simply return the item to us. Include in the package a note letting us know who you are so we can match up the return to your order & generate your unique credit code.
Items that are eligible for exchange :
- Must be returned within 14 days of delivery to you.
- Must be in original condition (eg. unused, unworn, unwashed, no makeup stains, no pet hair, not smelling of cigarette smoke etc.).
- Must have all original tags still attached.
- Must be in original individual product packaging.
- Must be unbranded ie can't have a business logo or your personal name branded on them.
Basically the product should be in an "as new" resellable condition. (ie. honestly ask yourself if you'd be happy to receive the item as is, if it was sent to you).
Items that are not eligible for exchange include :
- Custom branded products
- Socks & underwear
- Certain items from our International Direct program (if applicable this will be indicated on the individual product page)
Exchanges of 5 or more items will incur a bulk restocking fee of $27.50 inc. gst, this amount will be deducted from your credit total.
Change of mind defined
As the name suggests, this is when you change your mind about wanting the product, ie. you don’t like the colour, don't like the style, don't like the fabric, have ordered the wrong size, decided you don't want the item etc.
Please take care when opening your delivery so as not to cause damage to the product.
We recommend sending products back using a method that offers tracking.
When your returned items arrives back to us it may take up to 7 business days to be processed. Our customer service team will email you your credit code once your return has been processed.
Replacement items can only be sent once the returned items have been received, processed & approved for return by our returns team.
We will not credit any freight fees that you have paid to have the product shipped to you, or the cost to send the returned items back to us.
If the return, in our reasonable opinion, is not compliant with our terms above we will contact you to arrange to ship the product back to you. In this instance you will be liable for the shipping costs to return the product to you.
As we offer a flexible change of mind exchange policy please be aware that we actively monitor return rate frequency for fraud, abuse & general misuse issues. In the event of elevated return frequency we may close or block your account or deny you from making future orders.
Nothing in the above information is intended to exclude any of the statutory rights you have as a consumer under Australian Consumer Law.
We strive to provide all customers with high quality products. If you have received a product that you believe is faulty please contact us via phone or email. Our customer service team will help resolve the problem as quickly as possible.
In order for us to review the faulty product you may be asked to send us detailed photos of the defect or fault for assessment via email. We will compare these photos with photos of your completed order (which we take prior to shipment). We may ask you for detailed information to enable us to assess the claim.
If the defect is not clear in the photos we may ask you to return the product to us for review before making a determination.
If the product is found to have a defect, we will replace or repair the product within a reasonable time frame.
If the product is found not to be faulty or found to be out of warranty, we will contact you to determine whether you want us to dispose of the product or return the product to you at your cost. In this instance a refund will not be processed.
The product will not be deemed faulty if, in our reasonable opinion, the product has become faulty post sale due to fair wear & tear, misuse, failure to launder in accordance with the manufacturers’ care instructions, use of the product in an abnormal way or failure to take reasonable care of the product.
We will fulfil any & all obligations as per Australian Consumer Law regarding faulty items. This means, in most cases, the remedy will consist of us repairing or replacing the garment within a reasonable time frame & returning it to you.
Abuse of staff
We understand that unfortunately for some people trying to resolve issues can be challenging & may cause them to turn to the dark side. Our customer service team are happy humans who will try their very best to help you. But regretfully will be unable to assist individuals who become verbally abusive or threatening to any member of our team either via phone, in person or on social media.