Returns & Refunds

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

Unless otherwise specified in the product’s description, you can return or exchange any item, for any reason, within 30 days of receipt.

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.

If the item you wish to return is faulty, we will require photo proof of the faulty item and 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 of the faulty item or a full refund or store credit. Any refunds will be credited to the original payment method, eg. your credit card, PayPal account or store credit.

If you change your mind about a purchased item, you will be given a refund to the same value once the item has been received by the appropriate seller, and any shipping costs incurred in returning the item to the seller 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 by the seller. The Store will not be held responsible for any damage or losses arising from the return shipment. For high value items, we advise the customer to purchase shipment insurance, as an additional measure to cover the full value of your goods.

You can only exchange items from the same seller to the same value of your original purchase. Please contact our customer service team for the seller's address details to post your original purchase.

Please note: We will only accept an order return or exchange from the original purchaser or gift recipient with proof of purchase; a valid copy of the order confirmation or invoice.

The Store will accept, for return or exchange, items that are in original condition, unworn, unused and free of damages. Items must be returned with all tags still attached and in their original packaging e.g. shoeboxes, covers, bags. If these requirements are not met, the seller reserves the right to deny a return.

All items being returned must be dispatched/shipped within 10 days of the return being approved by The Store.

If for any reason a product you have ordered is not available or out of stock, we will offer you a store credit to the same value or a refund will be credited to the original payment method.

Please note: Store credits are valid for one year from the date of issue, unless specified otherwise, and cannot be returned or exchanged for cash.

To lodge a return, please log in to your The Store by Fairfax account and request a return in ‘My Orders’. If you checked out as a guest and do not have an account with us, please contact our friendly customer service team on 1300 656 059 or help@thestore.com.au.