Refund policy
You have 14 days from the day your order arrives to request a return, exchange or refund. To be accepted, items must be returned unworn, unwashed, with all tags attached and in their original packaging.
To start, please lodge your request through our Returns & Exchange Portal. You'll be issued a Return Authorisation (RA) number, and once approved you'll need to send your items back within 3 days of the approval email.
WHAT YOU'RE ENTITLED TO
Full-price items: Eligible for store credit or a refund. We recommend store credit — once your return reaches us it's issued as credit you can spend right away, it never expires, and there's no bank-processing wait (refunds go back to your original payment method and can take several days to appear).
Sale items & Mix & Match multi-buy items: Eligible for store credit or exchange only — not eligible for a cash refund.
Final Sale items: Not eligible for return, exchange or refund.
We assess each item individually. If a single order contains both full-price and reduced items, the full-price items can be refunded or credited while the reduced items are store credit or exchange.
Please note: a general discount code applied to your whole order (such as a welcome offer) or free shipping does not affect your refund eligibility — full-price items in that order can still be refunded.
RETURN POSTAGE
You can return items using your own trackable postage. For Australia and New Zealand, you can also request a prepaid return label from us — the cost is deducted from your refund or store credit:
| Australia — full-price items | Free — we provide the label |
| Australia — sale & multi-buy items | $15 AUD |
| New Zealand | $20 NZD |
Return labels are available for Australia and New Zealand only. For all other countries, please arrange your own trackable return postage (see International Returns below). To request an AU or NZ label, email info@3rdstory.com.au.
EXCHANGES
Australian full-price items: Exchanges are free — we provide a return label and send your new item out at no charge.
All other items and orders: The easiest way to exchange is to return your item for store credit and place a new order for the piece you'd like. Your credit is issued once your return arrives back with us, then you can use it straight away on the new order.
FAULTY OR INCORRECT ITEMS
If you've received a faulty item or we've sent the wrong thing, we'll make it right at no cost to you — including return postage — with a repair, replacement or refund. Please contact us at info@3rdstory.com.au with your order number and a photo of the issue.
CONDITION & PROCESSING
Items must be returned in their original condition. Anything returned worn, marked, or not in original condition will be sent back to you. Once your return reaches us we'll inspect it and let you know whether it's approved. Store credit is issued at that point; refunds go back to your original payment method and may take a little longer for your bank or card provider to process.
GIFT CARDS & STORE CREDIT
Gift cards and store credit can't be returned or exchanged for cash. Any items purchased using a gift card or store credit are eligible for store credit only.
INTERNATIONAL RETURNS
We're happy to help with international returns and exchanges. For countries other than Australia and New Zealand, return labels aren't available, so please return your parcel using your own trackable postage — we can only process returns once they reach us. We recommend store credit as the easiest and most cost-effective option — it never expires and can be used on any future order.
Please send returns to:
3rd Story
11 Enterprise Way
Sunshine West VIC 3020
Australia
For international returns, please contact us first at info@3rdstory.com.au.
DISCOUNT CODES & PROMOTIONS
Discount codes and promotions can't be used in conjunction with other discount codes or promotional offers.
READY TO START?
Head to our Returns & Exchange Portal, or email us at info@3rdstory.com.au with your order number and the items you'd like to return. Prefer store credit? It never expires and skips the bank-processing wait a refund can have. We're here to help.