Order return

To start your return, please enter the order number provided to you at the time of purchase and in your confirmation email, and the email address you provided during your purchase.

Common Return Questions

What items can I return?

  • All non-excluded items within 28 days of purchase.
  • In original condition.
  • Unwashed and unworn.
  • In the original packaging, with swing tags and any other packaging intact.
  • All shoes should be returned without scratches or other marks and in their original, undamaged box.
  • When trying on clothes, please ensure that you are not wearing any fragrance, makeup or deodorant that could leave a scent or mark.

 

What items can't I return?

  • Due to hygiene reasons, we are unable to accept returns for swimwear, lingerie, beauty products and pierced earrings, unless they are faulty or have been sent to you in error.
  • Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind with regards to colour, size and fit. You can choose a refund or exchange if a final sale item has a 'major problem'. This is when the item (i) has a problem that would have stopped someone from buying the item if they had known about it (does not include change of mind with regards to size, colour or fit); (ii) is unsafe; (iii) is significantly different from the sample or description; or (iv) doesn't do what we said it would, or what you asked for, and can't be easily fixed. 

 

Are there any charges for a return?

  • There are no charges for returning an order or part of an order.
  • The original shipping charge (if applicable) is non-refundable.
  • You will have a choice of how you send items back to us. There may be a postage or courier charge, depending on the option you select. 

 

Faulty or damaged goods

If an item is found to be faulty or damaged, you will receive a full refund for that item, including any applicable delivery charge.

Please send as a photo of the fault or damage as soon as you can after receiving the item so that we can assess it properly.

 

How do I return something?

The process couldn't be simpler: 

  • Enter your order number and email address in the fields above and click Start a Return.
  • Follow the onscreen instructions and select the item(s) you want to return.
  • You will get a confirmation email with shipping guidelines.
  • No goods will be accepted for return without a valid approved return merchandise authorisation (RMA).

 

How soon will I get my refund?

We offer store credit for all approved returns. A refund will only be processed where an item is faulty (see further information, below). 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then you will receive store credit to the full value of the returned item(s). Store credits are valid for 12 months from the date of issue.

We reserve the right to decline a refund if: 

  • The return was made more than 28 days after purchase; and/or
  • The returned item(s) are marked, damaged or show signs of wear; and/or
  • The item(s) are not returned in their original and undamaged box or packaging.

We will contact you if any items are not eligible for a refund. 

If your order included a delivery charge, only the cost of the item(s) returned will be refunded, unless the goods were deemed faulty.

 

What if I paid using AfterPay?

If you wish to return something you purchased using AfterPay, the return process is exactly the same. Unless the item is faulty, you will be issued a store credit for the full amount of the unwanted item(s). You will continue to be charged by AfterPay until you have paid all of your instalments. 

 

Can I exchange instead? 

If you wish to exchange an item (for example, for a different size or colour), please let us know as soon as possible so that we can reserve the item(s) for you. You will then be invoiced the shipping cost for the exchanged item (if applicable), which will need to be paid before we ship the exchange to you. The replacement item(s) will ship on receipt of the returned item(s).

If the size or colour you wish to exchange for is not in stock, you will be given a store credit. 

Still have questions? Email us at info@ecoture.com.au with your full name, order number and we will get back to you shortly.