How to exchange online (Australia)Updated 5 days ago
We have recently updated our return & exchange policy as of May 2026, so please read carefully.
STEP 1
Create an exchange request for your online order
• You will need your email address and order number.
• These can be found on the original order confirmation email or log into your account.
STEP 1
Create an exchange request for your online order
• You will need your email address and order number.
• These can be found on the original order confirmation email or log into your account.
• If you are returning an item from an exchange order, this order number might start with EXCAU_ _ _ _ _ or be a new AU _ _ _ _ _
CLICK HERE to create a return via the Returns Portal
STEP 2
CLICK HERE to create a return via the Returns Portal
STEP 2
Follow the instructions on the portal to select the item/s for return
• Choose for an exchange of the same item but alternate size/colour or choose another item in our collection.
• Any discounts applied to the original item will be carried over automatically.
*If you are returning an item for exchange, we will send the new item out to you for free.
* 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 choose to exchange an item for a lower price, you will be refunded the difference to your original payment method.
STEP 3
Confirm your shipping address & items
• Confirm your preferred Shipping Address for the exchange item, in the 'Ship From Address' section.
*This will automatically default to the address used on your original order, so be sure to change it if needed!
*This will automatically default to the address used on your original order, so be sure to change it if needed!
• Confirm the items selected for exchange/refund are correct
* Unfortunately, we do not have the ability to offer Click & Collect on an exchange order. If you need Express delivery please contact Customer Service immediately with your new order number
* Unfortunately, we do not have the ability to offer Click & Collect on an exchange order. If you need Express delivery please contact Customer Service immediately with your new order number
STEP 4
Post your parcel
Post your parcel
• Choose to print the label at home or at an Australia Post Office via the QR code on the label.
• 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.
• Securely wrap your parcel and drop it off at a street post box, Post Office, or Parcel Locker.
• Securely wrap your parcel and drop it off at a street post box, Post Office, or Parcel Locker.
STEP 5
Wait for your exchange request to be accepted
• You will receive an email confirmation when the return request is submitted & accepted
• 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.
• Look out for your 'Ready To Ship' email with tracking, when your exchange order is ready for pick up by the carrier from our Distribution Centre.
Important notes:
*Your exchange order will automatically be shipped with Standard Shipping to your chosen address. Click & Collect cannot be facilitated via 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).