Frequently Asked Questions
How long do I have to initiate a return?
You have 30 days from the date of receiving your item to request a return.
What are the eligibility criteria for a return?
To be eligible for a return, your item must be in the same condition as when you received it, including being unworn or unused, with all tags intact, and in its original packaging. You must also provide a receipt or proof of purchase.
What happens if I return an item without prior authorisation?
Items sent back to us without requesting a return authorisation will not be accepted.
What should I do if I receive a defective, damaged, or wrong item?
Please inspect your order upon receipt, and if you encounter any issues such as defects, damages, or receiving the wrong item, contact us immediately. We will assess the issue and work to make it right.
Are there items that cannot be returned?
Yes, there are certain items that cannot be returned. These include perishable goods (e.g., food, flowers, plants), custom products (e.g., special orders, personalised items), personal care goods (e.g., beauty products), hazardous materials, flammable liquids, and gases. Additionally, we do not accept returns for sale items or gift cards.
How can I exchange an item?
The quickest way to exchange an item is to return the original item, and once the return is accepted, make a separate purchase for the new item.
What is the European Union 14-day cooling-off period?
If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason. The same eligibility criteria apply, and you must return the item in the same condition as received, with proof of purchase.
When can I expect a refund after returning an item?
Once we receive and inspect your return, we will notify you about whether the refund has been approved. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please note that it may take some additional time for your bank or credit card company to process and post the refund.
What are the processing and shipping times for orders?
Processing times: Your order will typically be processed within 1-2 business days, with most orders shipped within 1 business day. - Shipping times (Australia): - Standard: 1-5 business days - Express: 1-3 business days - Shipping times (International): - Standard Shipping: 12-20 business days