Exchanges & Returns
Exchanges & Returns - Change of Mind
If you change your mind after purchase you will in most cases* be able to exchange the product for a different style, size or colour.
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 or a copy of the packing slip sent with our order indicating what item you are returning and what item / size / colour you'd like in exchange.
All eligible* items for exchange :
- Must be returned within 14 days.
- Must be in original condition (eg. unused, unworn, unwashed, etc.).
- Must have all original tags still attached.
- Must be in original packaging as delivered to you.
Basically the product should be in an "as new" resellable condition. (ie. honestly ask yourself if you'd be happy to receive it as is, if the item was sent to you).
*Items which 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.
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.
From when your package arrives back to us returns may take up to 7 business days to be processed. You will receive a 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 asked to send us detailed photos 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 photos 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.