I have a faulty item, what should I do?Updated a day ago
We are genuinely sorry to hear that you have received a faulty item. We understand how disappointing it can be, and we always aim to provide top-quality products. However, despite our best efforts, sometimes issues can slip through due to the scale of production.
If your order is still within 30 days of delivery, please lodge a return through our portal for a free return label using the links below:
- Australia & Asia Pacific: Returns Portal - APAC
- United States, UK, Europe, and Rest of World: Returns Portal - US
If your order is outside of the 30-day period, please email details and photos of the fault to our Customer Experience team at [email protected]. We’ll forward it to our product team for assessment. In some cases, we may need to have the item returned for further investigation.
You are entitled to a replacement or refund for a major fault. For minor faults, we can offer a repair, replacement, or a credit note, provided the fault doesn’t amount to a major failure.
Under the Australian Consumer Law, we accept returns for products that:
- Are faulty, unsafe, or defective,
- Are not fit for their intended purpose,
- Do not match the product description or image, or
- Where we are legally obligated to accept a return.
In such cases, we’ll offer an exchange, repair, credit note, or refund, at your discretion. We reserve the right not to offer a credit or refund if the item has been damaged due to misuse, neglect, or wear.
If you have a faulty product, we will cover the postage costs for the return. However, if we determine the product is not faulty, the delivery costs will be your responsibility.
Please keep the item until we’ve assessed your claim, and, if possible, consider sustainability before disposing of a minor fault item that doesn't impact its wearability.
Certain issues, like normal wear and tear, change of mind, or defects from improper use, will not be considered faulty.