I have a faulty item, what should I do?Updated 12 days ago

We’re genuinely sorry to hear that you’ve received a faulty item. We understand how disappointing this can be, and we always aim to provide top-quality products. 

Returns Within 30 Days of Delivery

If your order is still within 30 days of delivery, please lodge a return through our returns portal to receive a free return label: here

Returns Outside 30 Days

If your order is outside of the 30-day returns period, please email clear details and photos of the fault to our Customer Experience team at [email protected]. We’ll pass this on to our product team for review.

In some cases, we may need to request the item be returned for further assessment before a resolution can be confirmed.

Your Rights Under Consumer Law

Under Consumer Law, you are entitled to a remedy where products are:

• Faulty, unsafe, or defective

• Not fit for their intended purpose

• Not as described or shown

• Otherwise required to be accepted under consumer guarantees

Depending on the assessment, you may be entitled to a repair, replacement, credit note, or refund.

• Major faults: You are entitled to a replacement or refund.
• Minor faults: We may offer a repair, replacement, or credit note, depending on what is most appropriate.

We reserve the right to decline a refund or credit where the item has been damaged due to misuse, neglect, or normal wear and tear.

Return Shipping Costs

If your item is confirmed as faulty, we will cover the cost of return shipping. If the item is assessed and found not to be faulty, the return shipping cost will be the responsibility of the customer.

Important Information

Please keep the item until your claim has been assessed. Where appropriate, we also encourage considering sustainability before disposing of items with minor faults that do not impact wearability.

Please note that issues resulting from normal wear and tear, change of mind, or improper use are not considered faults under this policy.