please note that we are unable to facilitate exchanges and/or returns for store credit for international customers (outside of australia) at the moment.
to initiate a return, exchange, or replacement, the customer must follow the prompts in our returns portal within 14 days of receiving the order. returned items must be in original condition, with tags attached & packaging intact. returns must be sent in the original mailer or a suitable replacement (plastic bags or of the sort, will not be accepted). requests submitted after 14 days of delivery will not be accepted.
all exchange & replacement cases will be processed as an 'instant exchange' with a full authorisation hold on the customers chosen payment method.
an instant exchange allows a much more efficient and seamless procedure, allowing our team to process their exchange/replacement order instantly. the customers chosen payment method will only be charged if their returned item/s aren't in the mail after the allotted time expires (14 days)
for customers seeking an exchange or store credit, a $20 AUD flat rate fee will apply and will be collected in the returns portal. this fee covers the cost of the prepaid return label, back to our depot, alongside a handling & processing fee. for approved replacements (factory error, incorrect item received), this fee will be waived.
for customers seeking to return their item/s for store credit, the same applies, and store credit will be issued via email upon return, inspection & approval of the returned item/s
for customers that believe to have received item/s with a factory defect, please indicate this in the returns portal, and it will prompt the customer to attach images of the defect, and of the tags still attached. the customer will then go through the remainder of the return portal process as normal, and once complete, our production team will be able to manually review the customers images, and thus approve/reject the return.
our customer support and production team reserve the right to refuse returns, replacements, or exchanges if items do not comply with the stated policy requirements.
