How does shipping work with an online exchange order?Updated 12 days ago

If you have submitted an exchange request via our Returns Portal, your request will be confirmed by our team, and you will receive an email confirming this. For your first exchange, you will receive a free return label and your preferred item will be sent out to you free. 

Once you have received your postage label for the exchange, you may safely package your exchange items and drop them off at the post office.

What will happen for an item exchange:

• When you drop off your parcel to Australia Post, and they have scanned it, this will prompt our Melbourne Distribution Centre to prepare your new item for shipping.
• We recommend you take your parcel directly to a post office because it is the physical scanning of the label barcode that prompts reserving the stock for you. 
• Keep an eye out for your new order confirmation via email.

Once Australia Post has scanned in your package into their system, this will trigger the fulfilment of the exchange order to be shipped to you. 

*Your exchange order will automatically be shipped with Standard Shipping to your chosen address. Click & Collect cannot be facilitated via an online exchange order. 

* If you are needing your exchange item quickly, we suggest physically dropping it off at the Post Office desk, to ensure it is accepted into their system as quickly as possible (rather than dropping it off at a Post Box). 

* If you are returning an item for exchange, we will send the new item out to you for free.

* For your first exchange, you will receive a free return label. 

* For your second (or more) exchange, you are required to cover the cost of postage, which will be deducted from the total cost of your exchange order.

* If you choose to exchange an item for a higher price, you will be prompted to pay the difference.

* If you choose to exchange an item for a lower price, you will be refunded the difference to your original payment method. 

If you need to process a second exchange through the portal you will be required to pay $10.95 for the item to come back to us, then we will send your preferred item for free.