RETURNS, REFUNDS & DELIVERY
Something not quite right? Doesn't fit? That's Ok, we know that these things happen.
If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of purchase and we will be happy to provide you with an exchange, store credit or refund depending on your payment method and if you meet the below return conditions.
All of our stores have now reopened with safety protocols in place to comply with all Government directives. You can head in-store to return your item(s), however please note, we cannot process PAYPAL returns in store.
Returns will be accepted when:
• Items were purchased in the last 30 days
• Proof of purchase is provided
• Items are unworn, undamaged and unmarked
• Items are in their original condition and their original packaging
HOW TO RETURN YOUR ITEM:
If you wish to return an item purchased in-store, just be sure to meet the conditions above and bring your proof of purchase.
TO RETURN TO OUR ONLINE STORE:
• Ensure you meet our 4 simple conditions for successful returns.
• Log in to Your Account to create your return.
• Select the item you wish to return and click, Submit. You will receive an email with your return label once your return has been submitted.
• Print your emailed return label
• Package your return in another carton or satchel to protect original packaging and attach the label provided. We recommend folding or cutting out the label before you attach it.
• Visit your nearest Post Office to pay for and drop off your parcel.
• Please allow time for your return to reach our fulfillment center. Please note due to current delivery delays as a result of COVID-19, it may take 4-6 business days for your return to reach us.
• If approved, refunds are carried out within 2-3 business days of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-5 working days to process.
Refunds will be processed via your original payment method;
• Credit card refunds will be visible within 1-5 business days depending on your financial institution
• PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
• ZipPay refunds will be processed in your ZipPay account 1-2 business days after we receive your returned item
• Gift Card purchases will be refunded onto a new Gift Card
• Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
• Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our PSW team member to assist you.
• Online purchases using PayPal can only be returned to the online store.
• Online purchases using ZipPay can be returned online or instore.
• Instore purchases cannot be returned online
• In-store purchases cannot be returned or refunded to the online store
• If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
EXCHANGES & STORE CREDIT
• In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our PSW team to decide whether a full refund will be provided.
COST OF RETURNS
• You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
• Returns will be accepted on any faulty item(s) returned to any PSW store within a reasonable time frame.
• If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
• If this is the case, please contact our friendly Customer Service team with as many details as possible about your order.
• Orders placed by 3pm AEST on a Business Day (Mon – Fri, excluding public holidays) will be dispatched the following day.
• Orders placed after 3pm AEST or on a weekend, will be dispatched on the second Business Day after order.