Returns and Exchanges
Important Update Re COVID-19: Unfortunately, due to the ongoing health concerns surrounding the novel coronavirus, we have implemented a new policy which applies to all products, irrespective of purchase date, where products purchased cannot be returned for Change of Mind returns and refunds. We are continuing to monitor the situation on a daily basis and will update our terms accordingly.
Need to return something to us? Not a problem! We are able to provide a store credit, exchange, or refund on items returned back to us within 90 days!
To ensure a quick and easy return, please contact us prior to sending your goods back to receive a refund authorisation form. Goods returned without an authorisation form may not be accepted, or may take longer to be refunded and processed.
Change of Mind Returns
We are happy to offer an exchange, refund, or store credit for change of mind items as long as the items are unopened, unused and are in their original condition. By this we mean that all packaging, cellophane wrapping, and tamper resistant seals must be intact. Unfortunately, we do not cover return shipping fees for change of mind returns.
Returned goods will be refunded within 2 days of receipt minus any relevant shipping and handling fees.
Please note, that some hair, beauty, and fashion items cannot be returned due to health and safety regulations in Australia. These include but are not limited to, hair brushes, hair accessories, skin and makeup accessories, and pierced jewellery.
We are unable to provide a change of mind return for discontinued items.
Faulty/Damaged Goods Return
If you receive a parcel with visible signs of leakage or damage, we recommend that you take a photo of this parcel and refuse to accept the parcel from the relevant courier. Please forward this email to our customer service team on firstname.lastname@example.org to receive further instructions and a resolution for this issue.
If you have received a faulty item, please do not use the product and immediately take a photo of the damage, leak or fault. Contact us with a detailed description and image of the faulty item, and your order number within 7 days of delivery so that we can resolve this for you as soon as possible! If you're unable to provide us with an image of the fault or damage, we will not be able to guarantee a resolution.
Some electrical items come with a manufacturer's warranty and our team may be redirected to the Australian distributor who will be able to assist you further.
If you have received an item which you didn’t order, or are missing an item from your order please contact us within 7 days of receipt of the parcel with a description or image of the incorrect/missing product, with your order number and we will be able to investigate and resolve this for you.
How does it work?
Our returns can be processed in three simple steps!
1. Let us know! If your return fits any of the above criteria, please reach out to our team so that we can provide you with a returns authorisation form and begin the return process. Our customer service team will provide you with instructions for how to get your products back to us.
2. Repackage the product securely to make sure that it gets back to us safely. You can re-use your Catwalk box or any other safe packaging you have available. Follow the instructions provided to you by our customer service team regarding your return label and dropping the parcel off at your local Australia Post Office.
3. Once we receive your return, your refund, store credit, or exchange will be processed within 2 business days of receipt. We’ll let you know once this process has been complete