Exchanges & Returns
Exchanges & Returns - Change of Mind
If you change your mind after purchase, you may exchange the product for another item, as detailed below.
Unfortunately, we do not offer refunds for change of mind.
To exchange an item, simply reply to the order confirmation email that we sent you when you placed your order. Let us know what items you are sending back and what items you’d like instead.
All eligible* items for exchange :
- Must be requested for return within 14 days.
- Must be in original condition (eg. unused, unworn, unwashed, etc.).
- Must have all original tags still attached.
- All product packaging must be in original condition.
Basically the product should be in resellable condition. (ie. honestly ask yourself if you'd be happy to receive it as is, if it was in your order).
*Items which are ineligible for exchange include:
- Custom branded products
- Certain items from our International Direct program (as indicated on the relevant product page)
Exchanges of 5 products or more may incur a bulk restocking fee of $27.50 inc. gst.
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, etc.
A Note on Returns.
You should take care when opening the product so as not to damage it or the packaging - particularly when using knives or scissors.
We recommend sending your products back using a method that offers tracking to ensure you can track your returned items.
Returns may take up to 7 business days from when your package arrives back to us for our team to process. You will receive a returns processing notification once your return has been processed.
Replacement items will 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 at purchase 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.
Exchanges & Returns - Faulty Products
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 required to send us detailed images of the damage, defect or fault for assessment via email. We may ask you for further information to assess the claim.
If the defect is not clear in the images provided we may ask you to return the product to us for review before making a determination on the fault.
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 fulfill 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.