Returns Policy

Our Change of Mind Policy

At Country Road, we are happy to offer you a refund or exchange for change of mind on most full price and reduced merchandise. The following change of mind timeframes apply:

• In store: 60 days from date of purchase for a limited time (usually 30 days)
• Online (Australia/New Zealand): 60 days from date of delivery for a limited time (usually 30 days)
• Online (International): 45 days from order placement.

Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:

• Proof of purchase is accompanied with the returned merchandise;
• The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
• For swimwear, all hygiene stickers are intact.
• Any discounts received at the time of purchase will be carried over.

Exceptions to our change of mind policy

Our change of mind policy does not apply to the following merchandise:

• Face masks
  Due to health and hygiene reasons, face masks are unable to be returned or exchanged for change of mind.
• Earrings, hair pieces, hosiery and underwear
  Due to hygiene reasons, earrings, hair pieces, hosiery and underwear are unable to be returned for change of mind.
• Swimwear
  Swimwear must be tried on wearing full briefs and returns will only be accepted in instances where the hygiene stickers and all tags are intact. All swimwear will be assessed prior to any returns being processed.
• Personalisation
  Personalised items cannot be returned for a refund or exchange for change of mind.

  Learn more about personalise     Personalise Terms & Conditions

Consumer Guarantees

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us.  If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund. 

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.

Online cancellations & order amendments

Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

• Change of delivery address
• Changes to colours and sizes
• Adding or removing items
• Applying discounts
• Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

Faulty, damaged or incorrectly described items

When returning or exchanging a faulty, damaged or incorrectly described item, Country Road will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Country Road prior to sending goods back to us. Should you need further assistance regarding this process, please contact Country Road Customer Service.

Contact Country Road Customer Service

Terms and Conditions – 60 Day Returns

If you have changed your mind about your purchase, you may return or exchange your item if it is unwashed, unworn or unused (for swimwear, all hygiene stickers are intact), you have satisfactory proof of purchase and you bring the item back within 60 days of purchase. The offer is available for all orders in store and online (made through www.countryroad.com.au) delivered to an Australian or New Zealand address. The offer is only available for orders placed on or after Wednesday 18 March 2020, for a limited time only. The 60 day return period excludes purchases made or delivered outside of Australia and New Zealand, David Jones purchases made in store and online, and Outlet purchases in store and online. The offer is subject to our regular returns policy, which can be found at https://www.countryroad.com.au/returns. Subject to your rights under the Australian Consumer Law, we will not refund any delivery fees that you have paid at purchase to have the product delivered to you.

Returns In Standalone Stores

Simply show your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase at any Country Road store. Our store staff will be happy to assist you.

Find a store

• Items purchased online and in-store may be returned to any Country Road standalone store for a full refund or exchange. Online purchases cannot be returned to David Jones.
• Country Road items purchased in a David Jones store are subject to David Jones' returns policies and procedures.
• Online orders made via PayPal or Alipay may be refunded at any Country Road standalone store to the credit or EFTPOS card of your choice. The cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.
• International orders cannot be returned at Country Road stores.
• Items purchased online from our eBay store cannot be returned at Country Road or Country Road & Trenery Outlet stores.

AfterPay Purchases

AfterPay purchases can be exchanged for product of equal value or for a refund at Country Road stores.

The below policies apply, and items can only be returned as ticked below:

PURCHASE LOCATION	RETURN LOCATION	EXCHANGE	RETURN FOR REFUND	RETURN FOR GIFT CARD
In-store	In-store	*	**
Online	In-store	*	**
David Jones (in store & online)	In store	***	***	***

* Exchanges for product of equal value only.
** Australia and New Zealand only.
*** Subject to David Jones' returns policies and procedures

Returns By Post

Returning your items by post is a simple two-step process.

Please note: Country Road online cannot process returns or exchanges for items that have been purchased and/or exchanged in store.

• Customers are responsible for all return postage costs for change of mind returns and exchanges received in an online order.
• Please ensure your return parcel is securely packaged and both sender’s address and Country Road online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
• Please allow 10 business days from the day your parcel is delivered to our distribution centre for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
• If exchanging via post, please return your unwanted item as above, noting the style/size you wish to exchange on the packing slip provided. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed. Please note: Alipay online orders are unavailable for exchange by post.
• Online purchases that have previously been exchanged in store can only be returned in store and not to the below returns address.

AfterPay Purchases

AfterPay purchases can only be exchanged for product of equal value at Country Road stores.

The below policies apply, and items can only be returned as ticked below:

PURCHASE LOCATION	RETURN LOCATION	EXCHANGE	RETURN FOR REFUND	RETURN FOR GIFT CARD
In-store	Online
Online	Online