Item not right? No worries! We offer a flexible change of mind returns policy.
If you’ve purchased a product you can return it within 30 days as part of our Change of Mind Returns Policy, however there are a few things to keep in mind and there are some exclusions.
Some of our Retailers also have different returns policies so it’s important to check the individual product pages for this information.
Log into My Account > Your Orders and check the item you wish to return is returnable.
Select the item you want to return, complete the return form, then click the “Return Order” button.
Once your return has been approved, follow the instructions in the email we send you to prepare your parcel, then drop it into an Australia Post box or outlet.
For change of mind returns, the Retailer who you purchased from will not refund any delivery or shipping fees that you may have paid at the time of purchase, nor the cost of any postage, couriers or packaging required to send the item/s back.
You can return any item:
- as long as you follow our returns process and your return is placed in the post within 30 days of your order being placed (or within the retailer’s return period. Check the product page for individual retailers’ returns policy);
- the item is unworn and unused and in a saleable condition with the original tags still attached;
- the item is in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes (you don't need the clear plastic packaging, except for products sealed for hygiene reasons - see below); and
- unless it has been specifically excluded from the change of mind returns policy. This includes "Final Sale" items, items purchased in Drop Auctions, alcohol products, and items such as underwear and earrings. See the 'products sealed for hygiene reasons for more information' below.
Upon the Retailer receiving and reviewing your return request, we will contact you about next steps. Once determined the return is in compliance with the above, the Retailer will either:
If the return, in the Retailer's reasonable opinion, is not in compliance with the above, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from the Retailer.
We monitor return rate frequency and value for fraud, abuse and general security purposes. In the event of elevated return frequency and values, we are entitled to close or block access to your Account or deny you from making future orders. Nothing in this clause is intended to exclude any rights in 'faulty or defective products returns' clause, or any of your statutory rights as a consumer under Australian Consumer Law.
If the product you received is faulty or defective, you are entitled to a full refund on the product from the Retailer you purchased from (subject to certain criteria being met) under the Australia Consumer Law.
You may be asked by the Retailer to provide further information to support your claim to assist them with their assessment of the goods. In addition to your rights in relation to faulty products, and subject to the restrictions set out below.
If the product is confirmed to have a defect, the Retailer will replace or repair the product or refund the price of the product to your original payment method, as appropriate. If the product is found not to have a defect or deemed out of warranty, we'll contact you to determine whether you want to dispose of the product or return the product at your expense or the Retailer may offer an option to repair it at your expense.
It does not constitute as a defect if, in the Retailer's reasonable opinion, a product has become of unacceptable quality following the sale, due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care.
To ensure returns are assessed and processed swiftly please contact us as soon as you receive the item and realise it is at fault and we’ll let you know about the next steps.
Once determined the return is in compliance, the Retailer will either:
Items such as jewellery, watches, swimwear, underwear, hair accessories, earphones, consumables, pharmacy, beauty and grooming products can only be returned under our change of mind returns policy if the seal is intact (excluding underwear and earrings, which cannot be returned, unless deemed faulty). Beauty products cannot be returned if they are opened and/or used (unless faulty).
We're sorry to hear you're unhappy with your item. If your order is covered by our 30 day change of mind policy you are able to initiate a return online through My Account found in the top navigation.
Please contact customer support at firstname.lastname@example.org and we’ll be able to help. Let us know your order confirmation number so we can provide you with a quick resolution. You might need to provide some photos of the faulty product.
You will receive a confirmation email from us within 24 hours confirming we have received your return request.
Depending on how you sent your order back to the Seller, please allow up to 10 business days for this to be received and processed. We will keep you updated when your return has been received. It’s a good idea to get a tracking number at the post office so you can see your parcel's progress.
We encourage you to obtain a tracking number when sending your item back so you can stay up to date with its progress. Please allow up to 10 business days to reach the Seller depending on where you have sent it from. Each Seller has their own returns process so their processing times may vary. Better That can contact the Sellar directly on your behalf if this time has been exceeded.
The order amount minus any delivery and shipping costs will be remitted back to the account/card details you paid from. Please allow 2-5 business days for this to appear in your account once your return has been received and processed.
Maybe not. Some swimwear, beauty, or intimate products may not be eligible for refunds due to hygiene reasons or if underwear or swimwear isn't in original packaging or has a broken seal. Some retailers have strict rules around what counts as sealed or not sealed with these types of products. Please ensure you check the individual Seller returns conditions before you make a purchase. These can be found on the product pages. You're welcome to get in touch with us if you need have any questions.
Large items like TVs and furniture are a bit harder for you to post back! Get in touch and we’ll tell you what to do with bulkier returns.
Items that are unworn, unused, in original packaging are only available for return within 30 days of your order being placed. There are some exclusions and conditions, see above for full returns policy for more information. Likewise, some of our Sellers have different or specific return conditions. It is important to check the product page for this information before finalising your order.
This may be emailed to you, depending on how your order needs to be returned. We will send you an email outlining instructions.
Yes, in most cases you pay for the cost to return your item, unless it is faulty.
Yes, in many cases you can. Follow the returns process and select ‘exchange’ in the returns form. Otherwise, get in touch with us if you need help.
There may be some retailers we work with that cannot offer returns, for example for hygiene reasons or sales items. You may still be eligible for an exchange, so best to speak to us and we’ll see what we can do to help.
Oops, lets get this sorted for you straight away! Please contact email@example.com and we will help get this resolved ASAP.
If at any time you are unsure or have a question, please contact us at firstname.lastname@example.org with your order number and we'll get back to you ASAP. Some of our retailers have different returns policies so it’s important to check the individual product page.