Returns & Exchanges
Free instant returns by post
Witchery offers free returns for online purchases via our returns partner, Refundid.
Refundid is 100% free for all customers, with no subscription, set-up or transaction fees.
To start your return, fill out your order number and email address below.
*Refundid is not available on in store purchases, gift cards, personalised orders and items that do not apply to our return policy.
Free returns by post
Witchery offers free returns for online purchases via our returns partner, Refundid.
Refundid is 100% free for all customers, with no subscription, set-up or transaction fees.
*Free returns are not instant for NZ orders.
Please allow 5 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.
To start your return, fill out your order number and email address below.
*Refundid is not available on in store purchases, gift cards, personalised orders and items that do not apply to our return policy.
International Returns
Please log in to the eShopWorld returns portal to lodge your return
Return / Exchange an ItemInternational Returns
Witchery Online Returns
Hoppers Crossing DC
PO BOX 4140, Hoppers Crossing
VIC, 3029, Australia
Looking to make a return in Australia or New Zealand?
Free Australian Online Returns
All Australian online returns are free, via our Refundid
Start ReturnNew Zealand Returns
All New Zealand online returns must be packaged and returned via CourierPost to:
Witchery Wellington
179 - 193 Lambton Quay
Harbour City Centre, 6011, Wellington
New Zealand
Due to delivery restrictions, all New Zealand returns must be sent via Courierpost.
Can I return or exchange an in-store item by post?
If your item was purchased online, you may return your item online via post for a refund or exchange, however any rewards redeemed in the original purchase will be forfeited.
If your item was purchased in-store, you may not return or exchange your item online via post. You may only return or exchange your item in-store.
For Purchases Made Online
| Return Location | Exchange Location | |
| Credit Card | Online  In-Store | Online In-Store |
| AfterPay | Online In-Store | Online  In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
For Purchases Made In-Store
| Return Location | Exchange Location | |
| Credit Card | Online In-Store | Online In-Store |
| AfterPay | Online In-Store | Online In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
Note
- Unfortunately, we cannot refund or exchange any in-store purchases at our online fulfilment center (OFC) regardless of the payment method.
- If an in-store purchase is returned to our OFC, it will be sent back to the customer to then return in store.
- PayPal purchases may be refunded at any Witchery 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.
- AfterPay purchases can only be exchanged for product of equal value.
- 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.
How to return or exchange an item by post
Free Australian Online Returns
All Australian online returns are free, via our Australia Post Returns Portal. Simply follow the below steps to lodge your free return:
- Enter your return details. Your return authorisation number is the same as your order number and can be found on your order confirmation email.
- Review and confirm your details to create your prepaid return label.
- Print your return label and securely attach the label to the top face of the parcel, ensuring the tape does not cover any part of the barcode. You may print your label at most Post Offices.
- Post your parcel at any Post Office and you will be issues with a lodgement receipt and tracking number. Alternatively, post your parcel in a red street posting box or in-store drop box.
Returns may take up to 10 business days to be processed. Once your refund has been processed you will receive an email to notify you.
Witchery does not take responsibility for any lost parcels sent by the customer. It is advised that return parcels are sent via registered post in order to receive a tracking number.
Online orders processed with Alipay are currently unavailable for an exchange.
Please return your order to the returns address listed below, following the instructions on the packing slip included with your order.
Return Locations
Australian Returns
Free Australian returns, via our Australia Post Returns Portal
New Zealand Returns
Witchery Wellington
179 - 193 Lambton Quay
Harbour City Centre, 6011, Wellington
New Zealand
Due to delivery restrictions, all New Zealand returns must be sent via Courierpost.
International Returns
Witchery Online Returns
Hoppers Crossing DC
PO BOX 4140, Hoppers Crossing
VIC, 3029, Australia
How long does it take for postal refund to be issued?
Please allow up to an additional 3 days processing time for returns to be actioned once received back to our returns location. Normal processing time is 10 business days. Thank you for your understanding.
Witchery will happily give a refund for your item that is unworn, unwashed, unused and with its original tags. You can expect to receive a refund within the below time frames:
Online Australia & New Zealand 14 days from the date of delivery
Online International 45 days from order placement.
All freight costs for online orders are non-refundable for change of mind returns.
Can I return or exchange an online item in-store?
For items purchased online, you may return your item online via mail for a refund or exchange. Items purchased online using certain payment method cannot be exchanged online via mail and can only be returned via mail for a refund. Items purchased in-store cannot be returned or exchanged online via mail. See below table for more information.
International orders cannot be returned to Witchery stores. International orders cannot be exchanged and will be refunded in full upon return via mail.
For Purchases Made Online
| Return Location | Exchange Location | |
| Credit Card | Online In-Store | Online In-Store |
| AfterPay | Online In-Store | Online In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
For Purchases Made In-Store
| Return Location | Exchange Location | |
| Credit Card | Online In-Store | Online In-Store |
| AfterPay | Online In-Store | Online In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
Note
- Unfortunately, we cannot refund or exchange any in-store purchases at our online fulfilment center (OFC) regardless of the payment method.
- If an in-store purchase is returned to our OFC, it will be sent back to the customer to then return in store.
- PayPal purchases may be refunded at any Witchery 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.
- AfterPay purchases can only be exchanged for product of equal value.
How to return or exchange an online item in-store?
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 Witchery store within 30 days of delivery where our store staff will be happy to assist you.
Orders made via PayPal or Alipay may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.
Orders made via Alipay cannot be refunded or exchanged in store. See ‘Return by Post’ for details on how to return or exchange an item by post.
Items purchased online cannot be returned or exchanged in Clearance, Myer or David Jones stores.
If exchanging in-store, please call ahead to confirm the item is available in the store you are visiting. Visit our store pages for phone numbers.
How long do I have to make a return?
Christmas 45-Day Extended Returns applies for all orders placed between 18.11.2024 to 30.12.2024
The following change of mind time frames apply:
In-store 30 days from date of purchase
Online Australia & New Zealand 30 days from date of delivery.
Online International 45 days from order placement.
Can I return an item for a change of mind?
At Witchery, we are happy to offer you a return for change of mind on most full priced and reduced merchandise.
Witchery will honour a refund or exchange on a change of mind item with the following conditions:
- Proof of purchase is accompanied with the returned merchandise;
- The merchandise is unworn, unwashed, unused and with its original tags intact.
- Swimwear was tried on wearing full briefs with hygiene stickets and all tags intact.
- If the exchanged item is of lesser value than the original item(s), any rewards used towards the original purchase will be forfeited in the exchange.
- On any returned orders, any Rewards or Tier Status progress earned in relation to these item(s) will be reversed. Further, any rewards redeemed as part of the original online order will not be reissued. See full member Terms & Conditions.
- Any promotional offers or discounts received in the original order will not be applied or carried over in exchanges.
Exceptions To Our Change Of Mind Policy
Our change of mind policy does not apply to cosmetics, earrings and underwear due to hygiene reasons.
Where can I make a return or exchange?
For Purchases Made Online
| Return Location | Exchange Location | |
| Credit Card | Online In-Store | Online In-Store |
| AfterPay | Online In-Store | Online In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
For Purchases Made In-Store
| Return Location | Exchange Location | |
| Credit Card | Online In-Store | Online In-Store |
| AfterPay | Online In-Store | Online In-Store |
| AliPay | Online In-Store | Online In-Store |
| ApplePay | Online In-Store | Online In-Store |
| PayPal | Online In-Store | Online In-Store |
| Klarna | Online In-Store | Online In-Store |
| Credit Card | AfterPay | AliPay | ApplePay | PayPal | Klarna | |
| Return Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
| Exchange Location | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store | Online In-Store |
Note
- Unfortunately, we cannot refund or exchange any in-store purchases at our online fulfilment center (OFC) regardless of the payment method.
- If an in-store purchase is returned to our OFC, it will be sent back to the customer to then return in store.
- PayPal purchases may be refunded at any Witchery 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.
- AfterPay purchases can only be exchanged for product of equal value.
Can I cancel, or change my online order?
Unfortunately, we are unable to cancel or make 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 or rewards
- Full order cancellations
To avoid disappointment, please ensure all details provided are correct at the time of order placement.
Something I ordered is faulty.
If you have purchased an item 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 here.
International Purchases
International orders cannot be returned to Witchery stores. International orders cannot be exchanged and will be refunded in full upon return via mail.
- Please return your order to the returns address listed below, following the instructions on the packing slip included with your order.
- International orders cannot be returned to Witchery stores.
- International orders cannot be exchanged, and will be refunded in full upon return. If you require an exchange, please place a new order at witchery.com
Return Locations
Australian Returns
Free Australian returns, via our Australia Post Returns Portal
New Zealand Returns
Witchery Wellington
179 - 193 Lambton Quay
Harbour City Centre, 6011, Wellington
New Zealand
Due to delivery restrictions, all New Zealand returns must be sent via Courierpost.
International Returns
Witchery Online Returns
Hoppers Crossing DC
PO BOX 4140, Hoppers Crossing
VIC, 3029, Australia
What will happen to Witchery Rewards I have redeemed or earned?
Returns: If a customer wishes to return a purchase reasons other than that the goods are faulty or misdescribed:
- Any Rewards applied to your original purchase will be carried over when an exchange is requested. However, If the exchanged item is of lesser value than the original item/s, any additional rewards used towards that purchase will be forfeited. Rewards applied to your original purchase are not reissued when products are returned for a refund.
- Any Spend & Earn Reward that was earned from the original purchase and is still active will be reversed; and
- Any Reward that may otherwise have been obtained (such as through being promoted to a higher tier) will be kept but the Member will have the value of the return transaction deducted from their Spend Balance. This may result in the Member having a negative Spend Balance or Tier Balance.
Have a question that isn't answered above?
Country Road Group's Customer Service representatives are available over the phone during the hours of 9:00am and 5:00pm AEST, Monday – Friday.
Please contact Country Road Group's Customer Service for assistance:
Australia 1800 033 465
New Zealand 0800 300 034
International +61 3 8509 3700
Please include your Loyalty Card Number, your online order number (where applicable) and contact details in all correspondence to assist us in handling your query appropriately.
Our customer service team endeavours to respond to your queries as quickly as possible. In busy periods, however, please allow up to 48 hours for us to return your query.
Looking to make a return outside of Australia?
New Zealand Returns
All New Zealand online returns can be packaged and returned via Refundid to:
Witchery Wellington
179 - 193 Lambton Quay
Harbour City Centre, 6011, Wellington
New Zealand
International Returns
Witchery Online Returns
Hoppers Crossing DC
PO BOX 4140, Hoppers Crossing
VIC, 3029, Australia
Looking to make a return outside of New Zealand?
International Returns
Witchery Online Returns
Hoppers Crossing DC
PO BOX 4140, Hoppers Crossing
VIC, 3029, Australia