How do I make a return?
To start a return request, please contact us first to obtain a Return Authorisation (RA).
You can reach us via Live Chat, phone, email, or the Contact Us form.
Once approved, you can return your item:
- In-store, or
- By parcel (shipping)
All credit requests require Reward Hospitality approval before being returned.
What is the return window?
You have 14 days to return your item from:
- The date of delivery, or
- The date of Click & Collect pickup
If you’re unsure whether your return is still within the timeframe, please contact us via Live Chat, phone, email, or the Contact Us form.
What items can I return?
You can return:
- Faulty products
- Incorrect items
- Change of mind purchases
Returns must be made within 14 days of delivery or Click & Collect pickup & items must be unused and in their original packaging. Original tags are not required. Sale and clearance items are eligible for return and gift cards are refundable.
Special Order / Indent items can be returned, however, a minimum 30% restocking fee or $20 whichever is greater plus freight charges will apply.
If you’re unsure whether your item is eligible, please contact us via Live Chat, phone, email, or the Contact Us form.
What items cannot be returned?
Hygiene-related products cannot be returned for change of mind.
If you’re unsure, please contact us via Live Chat, phone, email, or the Contact Us form.
Do I need to pay for return shipping?
Return shipping is paid by the customer unless advised otherwise. Shipping is included as part of the restocking fee.
Shipping arrangements can vary depending on the situation, so please contact us via Live Chat, phone, or the Contact Us form before sending your item.
Can I exchange an item?
Yes, we offer exchanges for size, colour, or different products within 14 days.
Exchanges can be done in-store or arranged after contacting us.
If your requested item is out of stock, we will offer a refund or account credit. If you’re unsure which option is best, please contact us via Live Chat, phone, email, or the Contact Us form.
What happens after I return my item?
Once we receive and inspect your item, credits are processed within 7 to 10 business days.
Refunds are issued to your original payment method and processed within 48 hours after approval.
Please note your bank may take additional time to show the refund.
What should I do if I receive a faulty or incorrect item?
Please contact us as soon as possible via Live Chat, phone, email, or the Contact Us form.
Photos are required for damaged items.
Do I need proof of purchase?
Yes, proof of purchase is required.
An invoice is accepted.
If you cannot find your proof of purchase, please contact us via Live Chat, phone, email, or the Contact Us form and we will assist you.