All buyers can request a return or report that they didn't receive an item from their Order history. All returns must be postmarked within seven (7) days of the purchase date and may take 1-2 weeks to be processed. Returns accepted only if-
All returned items must be in new and unused condition, with all original tags and labels attached.
Items which are not accepted for returns are-
Items purchased during sales.
EXCEPTIONS:The items cannot be returned or exchanged which comes under our Change in Mind Policy.
Can I return/exchange an item?
You are welcome to return or exchange an item online. Please ensure you have proof of purchase with you so our team can process your request. If your refund meets our exchange conditions, we will process it for you straight away.
How do I return an item?
Before returning an item, please check to see whether it meets the following conditions-
Items must be returned within 30 days of purchase.
Items must be unworn or in their original condition.
You must provide proof of purchase
In order to exchange or return any item you will need to initiate a request for it on our website. Returns by post may take up to 28 days to return, therefore in order to ensure the size or colour you are after is available, we recommend that you place an order for your new item as soon as possible. Waiting for your refund to be processed may result in your preferred item being sold out.
How long do I have to return an item?
The exchange or refund is sought within 30 days of purchase date.
Are any items excluded from the returns policy?
Yes, the returns policy is applicable to change of mind returns and consequently there are exclusions. Exclusions can be found here.
Custom made, monogrammed, personalised, and altered products
Delivered large electrical, Big & Bulky items, Furniture or Mattresses
Bedding accessories (quilts, pillows, mattress protection items, etc)
Personal care products (electric toothbrushes, shavers, etc)
Perishable goods such as flowers or food
Product care plans
Items that have a tag that accompanies the product that states no change of mind
Gift Cards or vouchers, iTunes music cards and third party gift and recharge cards
Any merchandise where the GST / VAT has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST / VAT upon return to Australia or countries where we operate is provided
If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange.
What proof of purchase do I need to present for an online return?
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:
Original register receipt tax invoice (electronic or photograph will be accepted)
Online Tax Invoice (order confirmations will not be accepted)
Packing slip included in all online purchases and click & collect
Original return/exchange receipt/gift receipt
Do I get the shipping charges refunded in case of return?
The shipping charges may not be fully refunded and will be decided by our partners or merchants who listed the item for sale.
Why is my return on hold?
That's just because we need some additional information. A return request can be on hold or pending verification if our system doesn’t recognize the EAN entered by you while creating a return. Don't worry, typically in such cases we call you within 48 hours to check and assist accordingly.
When is the refund for my return provided?
Once the Return ID is generated, we share a promised pick up date. By that date, your return order will be picked up. We also notify you of the estimated refund date as soon as the Return ID is generated. In some cases we’ll provide cash coupons where you can purchase some other item from our marketplace.