Return and Refund Guide
We understand that sometimes, purchases may not meet your expectations, and we’re here to assist you through the return and refund process. Below, we outline our policies and procedures to ensure a smooth experience. ​
1. Returns Policy
We accept returns within 30 days of purchase. To be eligible for a return, your item must be unused, in the same condition as received, and in its original packaging. Please ensure that any seals or protective materials are intact. See full T&C.
2. Initiate a Return
To initiate a return, you need your order number and your account email. Order number is available at My Member Centre.
Access My Member Centre here or click the member icon at the top right corner on our website.Â
Then, please go to Returns Centre for return and refund. You can find the link at footer on our website, click ‘Lodge Return and Refund‘.
This is the login page at Returns Centre.
After logging in, Returns Centre will guide you through the whole process.
3. Shipping Your Return
Free postage label will be provided when you finish all steps at Returns Centre. You need to pack your parcel with appropriate packing materials such as the package we sent you, print out the label, and bring both to your local Post Office or Parcel Locker. Australia Post will handle the rest.Â
Find out your local drop off locations here.
4. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your member account (shop credits) or your original method of payment within a certain number of days, depending on your card issuer’s policies.
5. Exchanges
We currently do not accept exchange, but you can lodge free return and refund within 30 days of purchase.
6. Faulty or Damaged Items
In the unlikely event that you receive a faulty or damaged item, please contact us immediately. We will arrange for a replacement or refund, depending on the circumstances.
7. Contact Us
If you have any questions about our return and refund policy, or if you need assistance with a return or exchange, please don’t hesitate to contact our Customer Support team in business hours. We’re here to help!
Please click the black dialogue bubble at the bottom right corner on our website or visit Contact Us page for more points of contact.
