Returns & Refunds

Your rights come first

Nothing in this policy takes away rights you have under the Australian Consumer Law or the consumer law of your own country. If an item is faulty, unsafe, significantly different from its description, or doesn't do what we said it would, you are entitled to a repair, replacement or refund — and for a major failure, you choose which. Those rights are not limited by the timeframes below, which describe what we offer on top of them.

Changed your mind

You can return most items within 30 days of delivery for a refund of the purchase price, provided they are unworn, unwashed and in their original condition and packaging, with any tags still attached.

Return postage for a change of mind is at your cost, and the original shipping charge isn't refunded. We recommend a tracked service — until it reaches us, the parcel is your responsibility.

Faulty, damaged or not as described

Contact us within a reasonable time of noticing the problem and we'll make it right at our cost. Photographs of the item and its packaging help us resolve it quickly, and often mean you don't need to send anything back at all.

Where returning an item would cost more than it's worth — which is common for items shipped from overseas — we will usually refund or replace it without asking you to return it. That is our choice to make, not a right we're giving up: we may still request the item back where it's reasonable to do so.

Items we can't accept back for change of mind

This list applies to change-of-mind returns only. If one of these items is faulty or not as described, your consumer rights still apply in full.

• Earrings and other pierced jewellery, for hygiene reasons
• Swimwear and underwear where the hygiene seal has been removed
• Personal care and cosmetic items that have been opened or used
• Items clearly marked as final sale at the time of purchase
• Gift cards

Cancelling an order

If your order hasn't been dispatched, contact us and we'll cancel it and refund you in full. Because orders are sent to our suppliers for despatch shortly after payment, the window for this can be short — please get in touch as soon as you can.

If your order hasn't arrived

Delivery estimates are given on the Shipping & Delivery page. If your order hasn't arrived within 15 days of the end of the estimated delivery window, contact us and we'll either replace it or refund you. You don't need to chase the carrier yourself — that's our job.

How to start a return

Contact us with your order number and, where relevant, a photo of the item. We'll confirm whether the item needs to come back and, if it does, give you the return address before you send anything. Please don't post an item back without hearing from us first — items are shipped from several different suppliers, and the right return address depends on which one sent yours.

Refunds

Approved refunds are issued to the original payment method. We process them within 2 business days of approving the return; how long the money takes to appear is then up to your bank or card issuer, typically 5 to 10 business days.