Returns & Refunds
- How do I request a return?
- What’s your Returns Policy?
- How long do I have to return an item?
- The item I bought doesn’t fit – can I exchange it?
- How long does it take to receive a refund/store credit?
- How long is my store credit valid for?
- Are ‘change-of-mind’ returns accepted?
How do I request a return?
If you have an account with The Store, you can log in, then go to My Orders and request a return. If you used guest checkout, please email help@thestore.com.au.
What’s your Returns Policy?
Please click here. Returns will only be issued to the original purchaser who placed the order and should only be issued once the seller has confirmed receipt of the returned item.
How long do I have to return an item?
We offer 30 day returns from receipt of your order for most products (please see our Returns Policy). All returns must be approved by us and, following approval, you have 10 days to return your item.
The item I bought doesn’t fit. Can I exchange it?
We are happy to arrange an exchange for any returnable item, or a store credit should that item be unavailable. Please see our Returns Policy for a list of products that cannot be returned.
How long does it take to receive a refund/store credit?
As soon as the seller has confirmed safe receipt of your return and that, excluding faulty items, the returned product is in a saleable condition, we’ll process your refund/store credit. Please note that credit card refunds can take up to 2 weeks to show on your account.
How long is my store credit valid for?
Store credit is valid for one year from the date of issue (unless specified otherwise).
Are ‘change-of-mind’ returns accepted?
We are happy to offer a store credit for most items within 30 days, but only for the original purchaser of the order. Please refer to our Returns Policy for a list of products that cannot be returned.
Returns Policy
You can return or exchange any item, for any reason, within 30 days of receipt.*
If the item you wish to return is faulty, we will require either photo proof of the faulty item or provide you with a stamped, self-addressed post pack in which to return it to the appropriate seller. You will then be offered a replacement or repair of the faulty item or a full refund or store credit, whichever you prefer. Any refunds will be transferred back to the original payment method, eg. your credit card, PayPal account or store credit.
If you change your mind on a purchased item, you will be given a store credit to the same value once the item has been received by the appropriate seller, and any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received.
Please note: Store credits are valid for 1 year from the date of issue, unless specified otherwise.
You can only exchange items from the same seller to the same or lower value than your original purchase. Please contact our customer service team for the seller's address details and ensure to include a stamped, self-addressed post pack with your return for the seller to post the exchange item.
*Items that cannot be exchanged or refunded for change of mind include: The Store gift cards, personalised products, made-to-order products, underwear, earrings, consumer electronics, and food items that have been opened. All items being returned must be dispatched/shipped within 10 days of the return being approved, and must be in original condition and packaging and not affected by being used in an abnormal way, or reduced in value by delay on your part. If these requirements are not met, the seller reserves the right to deny a return.
If for any reason a product you have ordered is not available or out of stock, we will also refund you via the Site Payment Provider or offer you a store credit to the same value, and in this case any shipping costs will be refunded.
Please note: We are unable to return or exchange an item that is not being returned or exchanged by the original purchaser.