Refunds & Exchanges Policy
You have 14 days from the day your order arrives to request a return or exchange. Items must come back to us unworn, unwashed, with tags still attached and in the original packaging.
FULL-PRICE ITEMS
I'd like a refund
Send the item back to us and we'll refund you. You can use your own postage, or ask us for a shipping label — we'll deduct the label cost from your refund (see label costs below).
I'd like to swap for something else
We'll send you a shipping label for free and cover the cost of sending your new item out to you. Exchanging a full-price item costs you nothing in postage.
SALE ITEMS, BUNDLES & PROMOTIONAL ORDERS
This includes:
- Items bought on sale
- Bundle orders — our Choose 4, Pay for 3 offer applies this automatically at checkout
- Orders placed during Black Friday, EOFY, or Boxing Day sales
Can I get a refund?
Unfortunately not — sale and promotional orders are not eligible for a cash refund.
What can I do?
You can exchange your item for something else or receive store credit within 14 days. You'll need to cover the cost of sending the item back to us. If you'd like a shipping label from us, we'll deduct the cost from your order value (see label costs below).
SHIPPING LABEL COSTS
If you'd like us to organise a shipping label for you:
- Australia — $15 AUD deducted from your refund or order value
- New Zealand — $18 AUD deducted from your refund or order value
INTERNATIONAL ORDERS
We're happy to help with returns and exchanges, but we are not able to cover the cost of sending exchanged items back to you internationally. We'd recommend store credit as the most cost-effective option — it never expires and can be used on any future order.
AFTER AN EXCHANGE
Once an item has been exchanged, it cannot be exchanged or refunded again.
READY TO START?
Head to our returns portal or email us directly — we're here to help.
Or email us at info@3rdstory.com.au with your order number and the items you'd like to return.