On this page 5 sections
Consumer guarantees
Australian Consumer Law guarantees apply to eligible purchases. For a major product failure, a customer can generally choose a refund or replacement. A minor failure may first be addressed with an appropriate repair, with further remedies if it is not resolved within a reasonable time.
A sale price, missing original packaging or the end of a voluntary returns window does not by itself remove a valid consumer guarantee claim.
Arrange a return
- Find your order number or another reasonable proof of purchase.
- Contact Customer Care with the item, colour, size and a description of the issue.
- We will explain the assessment and return instructions for your case.
- Use the address provided in those instructions and keep any postage and tracking receipts.
Photos can help explain a problem. These steps organise a request and do not waive a statutory right.
Change of mind and size exchanges
For a change of mind or a size exchange, contact us before sending an item so we can explain whether a return can be accepted and any applicable conditions or postage costs.
Choosing an unsuitable size in an accurately described item can be a change-of-mind request. A wrong item or inaccurate description may instead involve consumer guarantee rights. Review the measurements for the individual style and our fit guide before choosing.
Postage, refunds and replacements
Reasonable return costs are generally reimbursable when a consumer guarantee problem is confirmed. Keep receipts and contact us to arrange collection if returning the goods would involve significant cost.
Agreed refunds are returned through the original payment method unless another method is agreed. A refund required by law is not restricted to store credit. Processing time can depend on the payment provider.
Further help
Please arrange return instructions before posting anything, including where you wish to report damage or a delivery problem. Start with Customer Care.
Consumer guidance is available from the ACCC.