Why Was I Charged for My Instant Exchange?Updated an hour ago

When you book an instant exchange, your replacement order is processed straight away, allowing you to receive your replacement without waiting for your original items to arrive at our warehouse.

A pre-authorisation hold is placed on your nominated debit or credit card. To avoid being charged for your instant exchange, please send your original items back using the provided return label within 14 days of booking.

If your return hasn't been received within this timeframe, you may be charged for the exchange.

If you've already sent your parcel, please contact our team with your tracking details so we can look into this further. If you've dropped your parcel into a post box and the tracking hasn't updated, we'll review the situation and arrange any applicable return outcome once the parcel arrives at our warehouse and the returned items have been assessed.

If you've been charged but haven't sent your return yet, you may still be able to send it within 30 days of booking your exchange. Once it arrives at our warehouse, we'll review the returned items against our Returns Policy and process any applicable return outcome.

Please allow additional time for your bank or payment provider to process a refund or update a released hold. The time this takes can vary depending on your provider.

Please note, instant exchanges are currently available to customers located in the United States and Australia only.