What is your Returns policy?

Like to know more about our Returns Policy? Read on for more information. This Returns Policy doesn’t affect your statutory rights outlined by the Australian Consumer Law; these are the basic rights you have as a consumer. These Australian Consumer Law statutory rights will be upheld in case of any inconsistencies with this Returns Policy.

We aim to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, please see here below:

• Returning for change of mind?
• Returning a SALE item
• Original condition
• Responsibility
• Fair use
• Can I exchange my item?
• Returning a faulty or incorrect item?

Returning for change of mind?

We totally get it, sometimes you may change your mind about something you have ordered and you want your money back. As long as an item is still in its original condition, you can return it within 28 days of it being delivered to you, we will accept returns for change of mind and will be able to offer a refund subject to the terms of our Returns Policy (which includes rules around fair use and item condition). Returns cost $8.99 (AUD), which will be deducted from your overall refund amount. *Return charge exclusions apply, please refer to our Returns Policy here for more info. Refunds will be made by way of the original payment method (or agreed method if this option is unavailable).

Returning a sale item for change of mind?

 If you have purchased an item that was included in a promotion or on sale (that means it had a red-penned or reduced price) you'll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection from your local post office or delivery service. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.
We aim to process your refund to you within 14 days of having received the returned item into our warehouse.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that? We don't accept returns for change of mind items after the relevant returns periods stated above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the return delivery costs.   

Original & perfect condition

Hygiene and our customers’ safety is a top priority, legally certain items can’t be returned for refunds including:

• Face + Bath & Body products if opened, used or protective seal is not intact
• Underwear if the hygiene seal is not intact or any labels have been broken
• Swimwear if the hygiene seal is not intact or any labels have been broken
• Face coverings if the seal has been tampered with or is broken.
• Pierced jewellery if the seal has been tampered with or is broken.
• Adult Toys

Of course, it's fine to briefly try an item on just like you would in a shop, but you must not wear the item other than for that purpose. If an item is returned to us damaged, worn or used (other than for briefly trying it on) or in an unsuitable condition including marks or stains, we won't be able to give you a refund - we may have to send it back to you (and ask you to cover the delivery costs).

Note: All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging including all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
Note: The parcel and it’s contents remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. *This means your tracking number for the parcel - every shipping and courier company will provide you with tracking at the time of shipping your parcel. (it will be on your receipt)

We're not responsible for any items that are returned to us by mistake (yes – sometimes this happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we reasonably suspect a customer is actually wearing their purchases and then returning them, a customer is ordering and returning multiple times - way more than even the most loyal ASOS customer would order, the items returned don't match what the customer ordered, where acting reasonably we reject multiple returns for not complying with this Returns Policy, or the customer is not otherwise complying with this Returns Policy - then we might have to deactivate that customer’s account this includes any associated accounts, we might also have to withhold issuing a refund. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you in person.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach us or our warehouse.

Please note: we reserve the right to take legal action against a customer if the items they return don't match what they ordered. 

Can I exchange my item?

To avoid any confusion and delays we don't offer exchanges on orders. If you would like a different size or colour, please return your unwanted item and place a new order.

Returning a faulty or incorrect item?

Faulty Items
Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure.
If you think that there is a fault with the goods you have received, please let us know straight away by contacting our Customer Care Team. Please include as many details as possible about the order (including your order number) and the problem with the goods.

What do I do if I receive a faulty item in my order?

We're really sorry if you've received the wrong or faulty item. Please return the item to us as soon as possible so we can get this sorted for you asap. Don't forget to select 'Faulty' as your reason for return. 

Don't worry, you won't be charged for returning a faulty item on its own. If you're returning it together with other items, the standard charge will apply.

For more information on how to return, click here. If you're not able to create a return, please get in touch with Customer Care. 

*Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full. 

Please note: Sometimes we're not able to send replacements for faulty items, if we are able to replace your item it will be sent on the way to you only after the faulty item is returned. 

Our Returns have gone online!

Edit-co returns are processed online! You’ll no longer receive a paper returns slip or returns label in with your order – instead, you can now create your return through your edit-co account, by filling out the returns form. To find out how to create a return, click here.

 Create a return CLICK HERE