Returns Portal TroubleshootingUpdated 4 days ago

Having trouble lodging your return? Here are some of the most common issues and how to resolve them.

I can't generate a return label

There are a few reasons this may happen:

• Your order isn't eligible for return.
• Your return window has expired.
• Prepaid return labels aren't currently available in your country.

If a prepaid return label isn't available in your location, don't worry. Simply contact our Customer Care team and we'll provide the appropriate return instructions.

My address won't validate

If your address isn't being recognised during the returns process:

• Double-check your postcode and suburb.
• Try entering your address exactly as it appears on your original order.
• If you're still experiencing issues, please contact our Customer Care team and we'll be happy to assist.

'My order can't be found'

Please ensure you're using:

• The correct order number.
• The same email address used when placing your order.

If you're still unable to locate your order, please contact our Customer Care team so we can help.

I'm an international customer

Prepaid return labels aren't currently available in every country.

If a return label can't be generated, you'll simply need to arrange your own tracked return postage. Our Customer Care team can provide the correct return instructions if required.

I'm experiencing another issue

If you're still having trouble accessing the Returns Portal or lodging your return, please contact our Customer Care team.

To help us investigate, please include:

• Your order number
• A brief description of the issue
• A screenshot of any error message (if applicable)

We'll be happy to help get your return underway.