RETURNS & EXCHANGE
our return policy
OUR return
POLICY
Changed your mind? We want to make the process easy for you.
Accepting return, refund or exchange on most full priced and discounted items.
PURCHASE FROM
TIME FRAMES
In stores
within 30 days from date of purchase.*
*This is subject to Country Road's Customer Guarantee stated below.
30
days
within 30 days from date of delivery.*
within 45 days from date of delivery.*
Online (Australia & New Zealand)
Online (International)
CONDITIONS OF REFUND, RETURN & EXCHANGES:
Proof of purchase is lodged with the returned merchandise.
All merchandise must be returned in its original condition, unworn, unused and unwashed with all the tags intact.
For hygiene reasons, earrings, hair pieces, hosiery and underwear are non-returnable.
Discounts applicable during purchase will be carried over.
Swimwear are returnable if items were tried on with briefs and hygiene sticker with tags are still attached..
Country Road's personalised items may not be returned due to change of mind.
COUNTRY ROAD'S CUSTOMER GUARANTEE:
The Australian Consumer Law still provides you consumer guarantees that are not limited by Country Road's policies. If items are not of acceptable quality, not fit for purpose or is different from our description, you may be eligible for a refund, exchange or reduced in product value (shall you choose to keep it). If product purchased is majorly faulty, you have the right to choose between a replacement or a full refund. If product purchase is moderately faulty, Country Road may offer a free repair instead of the previously stated options.
Access further information at:
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
Goods returned under customer guarantees must meet the time window of eligibility, together with proof of purchase. Country Road also advises customers to carefully select purchase of seconds or samples as these items are not subject to our return ,exchange and refund policy. This clause is exempted only if the fault is not identified during purchase or items are not as described.
Country Road customers are required to either bring the physical items in-store or to mail the merchandise for our customer service team to review for any worn or used items according to the process below.
FAULTY, DAMAGED OR WRONGLY DESCRIBED MERCHANDISE:
Country Road will arrange for postage return or offer a refund for postage cost (given the presentation of a receipt) if you are returning an item that is either faulty, damaged or incorrectly described. This is subject to prior examination of the good's defects, Should you wish for further assistance with this process, do not hesitate to launch an enquiry or talk directly to a Country Road's Customer Service Representative.
return IN-STORE
return
IN-STORE
COUNTRY
ROAD
Return items you purchased online or in-store at one of our retail outlets.
Present your online receipts and credit card at any Country Road stores to create a return.
CONDITIONS OF IN-STORE RETURN:
Merchandise bought online or in-stores are eligible for Country Road's in-store exchange or refund.
Country Road merchandise purchased at David Jones are subject to David Jones policies of return.
Merchandised purchased with PayPal of AliPay may be refunded in-store to EFTPOS or credit card of customer's choice.
Country Road will only refund purchase to credit card with an identical name to the one stated on the order confirmation and requires a photo identification.
Purchases made internationally may not be returned to Country Road stores.
PURCHASES WITH AFTERPAY:
Merchandise bought VIA AfterPay may be exchanged for items with the same value and may be refunded in-store, following the policies below.
PURCHASE FROM
RETURNING AT
FOR EXCHANGE*
FOR REFUND**
FOR GIFT CARD
In stores
In store
Online
In store
*Exchanges are only for goods of equal value.
**Refunds are exclusive to Australia & New Zealand only.
return BY MAIL
return
BY MAIL
COUNTRY
ROAD
Or choose to ship your online order at a flat rate of $8.95.
Return your purchase by mail for a rate of $8.95 across Australia.
FOLLOW THE 3 STEPS RETURN PROCESS:
1.
Fill in the 'return slip' received with your order
(inc items, quantity & reasons for return)
2.
Arrange your return with Australia Post.
Enter your details, make your payment, pack your items and the slip.,
3.
Drop your parcel off at a the Post Office or Office Locker.
**Disclaimer: Country Road on;line cannot process any return from purchases made in-store.
Customers are fully responsible for all the cost for any online orders.
Country Road highly encourages customers to recheck that items are securely packed and the correct Country Road return address is visible on the parcel. To avoid potential delivery issues, we advise creating your return with Australia Post.
Allow up to 10 business days for your return to be fully processed. An email will be sent to your inbox when this process is complete. Please expect slight delays during peak sale and promotional period.
For items you wish to exchange, please note the style and size you wish to exchange it for and the unwanted items you wish to return. An email update will be sent regarding the new delivery with your exchanged items. Please note this is exclude AliPay orders.
Online orders previously exchanged in store can now only be returned in-stores.
PURCHASES WITH AFTERPAY:
Merchandise bought VIA AfterPay may be exchanged for items with the same value and may be refunded in-store, following the policies below.
PURCHASE FROM
RETURNING AT
FOR EXCHANGE
FOR REFUND
FOR GIFT CARD
Online
In stores
Online
Online