Returns, refunds, exchanges, cancellations
Returns and Exchanges are free within Australia:)
We have a no-stress easy return policy:
Standard 14 day return period for goods bought online (from the delivery date). No reason required, unused, new items only. We will refund within 14 days of receiving the goods. But in reality we will probably refund straight away.
For all returns and faulty items we will refund or replace and cover return postage costs within Australia. For damaged items sent everywhere else we will refund only, after receiving photographic proof of damaged goods.
- Please note that we will not accept any worn, washed or dirty items.
- We will not refund items that had the product labels removed (if the product came with labels) - please ensure you do not remove any labels before trying on.
- We will not accept any returns beyond the 14 day return period, please do not send any items to us after this period has passed as we won't be able to do anything rather than send them back to you.
- We will not refund you if your return does not reach us, and you don't have proof of postage. Always take the confirmation slip from the post office as proof of sending your return. Do no use mailbox to send the refund, always scan the label with the post employee and make sure that you have proof in hand.
- Please always include your order number with your return!
- We can send your refund only to the original payment method, in case your card has expired or so, it is up to your bank or card provider to ensure the refund reaches you. As an alternative we can offer store credit.
- We do not refund or reimburse packaging costs if you need to buy new packaging to make a return.
Please note we do not refund the original shipping cost unless the item is faulty and is not part of an order containing multiple items.
No returns / refunds of undergarments or face masks do to hygiene reasons, sorry! To know your options if these do not fit, please get in touch at firstname.lastname@example.org.
We are happy to exchange your goods if they won't fit or for any other reason. Difference in price will be refunded or added to your bill, you also have an option to receive a voucher to our store. We cover the exchange postage cost. Again, we can only do this within Australia. Unfortunately, we do not cover the exchange postage cost for items sold to other countries.
Please note we only offer 1 exchange order free of charge.
If you want to exchange again as part of the same order you will need to cover the postage costs. Please note you will also need to cover the costs of you sending the 2nd exchange to us.
You might be able to cancel your order before we ship it. Please get in touch via email (email@example.com), for us to act quickly. If we are able to cancel your order, we will refund straight away including the shipping cost unless special conditions apply. Please note that refunds might take up to 7 working days to get delivered in your account.
We cannot cancel orders that have status 'processing' in the warehouse.
Unfortunately we cannot guarantee that we will be able to cancel your order before it ships as we ship the same or next working day unless you place a pre-order.
Returns of items sent with Free Shipping.
You must inform us about not delivered order before the tracking number expires, otherwise we can refuse refund or re-sending the order.
We offer free shipping for all orders over $100 in Australia.
If you return some items and upon the return of your items the total value falls below $100 we will deduct the shipping charge of $5-$15 (Australia) or $10-$25 (New Zealand) from the total sum of your refund.
Items considered lost & incorrect addresses.
We can only consider an item to be lost in the post once 30 working days have passed since the original delivery date. We will only issue a full refund after the 30-day cooling-off period has passed. This does not apply however to orders with status 'delivered'.
If the tracking status of your parcel is 'delivered' and your delivery address is correct, yet you claim that you did not receive your parcel, we will only be able to resend your order and will not be able to offer a refund.
If the tracking status of your order is 'delivered', we will only resend your items if you let us know within 14 days from the delivery date as stated on the tracking that you have not received them.
If you entered an incorrect address when you shopped with us, it is decided case by case if we are able to assist you and resend your order. We cannot offer refunds for any orders shipped to incorrect addresses if entered as such when you placed your order. If you made a mistake you will need to cover the shipping cost.
If you enter an incorrect address by mistake when you place your order, please note that we cannot guarantee that we will be able to update it before your order ships as we ship the same or next working day unless you place a pre-order.
Covid-19-related Special Conditions.
We can guarantee that once you get the shipping notification, it means your order has left our warehouse. This is the principle of our contract with our fulfilment partners.
If you think your order is delayed, please ensure to check the current order status and all updates on the courier website concerning any possible delays. Shipping service provider's Terms & Conditions apply.
It is in our interest to stick to all conditions above for as long as we are able to so. We will always do our best, so you shop with us with confidence!
Only as a last resort in the event if we see that the amount of refunds we would need to issue (in one set period of time) would be harmful to our business, we might ask you to accept the store credit instead of a refund. This would by no means ever be compulsory. We believe in our customers being fair to us, and we want to stay fair to you!
Let's keep the Rainbow Economy going!