Returns & Exchanges
JEANSWEST’S RETURNS POLICY
Our return policy allows you to return items, and exchange for selected items, within 30 days, if unworn and unwashed, with labels and tags attached, and proof of purchase (ie. Tax Invoice) is provided. Due to health regulations underwear, earrings and leggings cannot be returned once worn, unless faulty. Swimwear, unless faulty, can only be returned if unworn with the hygiene label intact and still on the garment. Please make your selection carefully.
We do not offer instore exchanges on Afterpay or eBay store purchases. However you may like to return your Afterpay item instore for an appropriate refund. Please note Jeanswest eBay store returns and exchanges are only processed via our online warehouse. You may like to send your item back to our online warehouse and a refund will be processed in accordance with the appropriate terms and conditions.
HOW TO REFUND AN ITEM
For our customers in Australia and New Zealand, the easiest, and likely fastest option may be to visit one of our many stores to return and refund your item. Please be sure to bring your online Tax Invoice which was emailed to you at the time of purchase; this is Jeanswest’s Proof of Purchase and must be provided. Find your nearest store on our Store Locator or call 1800 888 759 (Australia) or 0800 448 415 (New Zealand) for assistance.
Alternatively, and especially for our customers outside Australia and New Zealand, you can return items for a refund back to our Online Warehouse. Simply complete the Returns & Exchanges form which was enclosed with your delivery, following the instructions on the form. We will credit your original method of payment, excluding delivery (unless goods are faulty or not as ordered).
Please note that if you are returning an item that is part of a “2 for” or “3 for” offer, the price you have paid will be impacted and your refund will reflect the refund due on the regular price of the item only.
Please also note if you purchased your items using Afterpay the following conditions apply. If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your partial payment/payments will be adjusted accordingly and the appropriate amount, if applicable, will be refunded to you. Afterpay will process the refund immediately; this may take up to 48 hours for the bank to refund the money back into your account.
No exchanges can be made on Afterpay purchases. If you return to a Jeanswest store, you will be issued with a refund for payments made and have the remaining payments cancelled. You can then purchase your preferred garments outright.
HOW TO EXCHANGE AN ITEM
Easy! Exchanges must be the same value as the item you are returning. You can:
- Visit any of our Jeanswest Australia or New Zealand stores or
- Return an item by post to our Online Warehouse.
For in-store exchanges we recommend you check that the item you want is available in store first to avoid disappointment. Simply contact our support team. They’re great at hunting down hard to find items for you: call 1800 888 759 (Australia) or 0800 448 415 (New Zealand).
For Online Warehouse exchanges, due to the delivery time it takes to receive and process your item, and for our international customers especially the time to return good to Australia, we recommend that you simply re-purchase the desired new size/colour online and return the originally purchased item to our warehouse for a refund. Some items sell out quickly and/or may have limited stocks in some sizes and we would hate for customers to miss out that special item. If we are unable to fulfil an exchange request, a refund will be issued.
Simply complete the Returns & Exchanges form which was enclosed with your delivery, indicating the reason for the exchange and the product name, size, and colour you want to exchange it for. Please also enclose an appropriate size pre-addressed pre-paid courier bag we will use to send it back to you along with a print out of your original Tax Invoice (emailed to you at the time of purchase).
Please note: If you do not provide a return courier bag, a refund will be processed for your item.
Please note also we do not offer an exchange on Afterpay orders; at store or at our online warehouse. You may wish to return your item/s to our online warehouse via the returns forms enclosed in your order or return your items in-store. Once your refund has been processed either in-store or via our online warehouse you will be issued with a refund for payments made and have the remaining payments cancelled. You can then purchase your preferred item outright.
FAQ’S – CONTACT US
Need further assistance? Yell out! Contact our support team on email at firstname.lastname@example.org, or call 1800 888 759 (Australia), 0800 448 415 (New Zealand), or +61 3 8592 9508 (outside Australia & NZ).
Our team is available Monday-Friday 7AM-8PM AEST (NZ: Monday-Friday 9AM-10PM) except on Public Holidays. Northern hemisphere friends, since your daytime is our night-time, and we’re likely to be sleeping, email may be the best option to get in touch and we’ll respond to your email as soon as possible.