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A RETURN, IN THREE CLEAR STEPS
Returning a Product
Contact us first. Pack it completely. Keep the tracking.
The current returns procedure begins with an email to customer service and uses the original order details, packaging and certificate of authenticity to identify and protect the item. Faults, transit damage and change-of-mind returns should be described accurately because the next step can differ.
Packaging · certificate · order number
StartEmail before posting
IncludePackaging · certificate · order number
SendTracked return delivery
1 · Contact
Tell us what you need and why
Email customer service with the order or invoice number. If there is damage or a suspected fault, attach clear photographs of the parcel, presentation case and item. Wait for the current return address and any case-specific instructions.
- State refund, exchange or warranty enquiry
- Describe damage without attempting a repair
- Include photographs where relevant
- Confirm the sender name and contact details
2 · Pack
Return the complete presentation
Use the original mailing carton and all fitted presentation packaging wherever possible. Include the certificate of authenticity and a note with the purchaser name and order number. Secure the item so it cannot move inside the case during transit.
Presentation case and protective mailer.
Certificate and order identification.
3 · Track
Keep proof of the return journey
Use a tracked service and retain the lodgement receipt until the return is resolved. The live policy says change-of-mind return postage is paid by the customer. Faulty or incorrect-goods remedies may be treated differently under Australian Consumer Law; contact the team before paying for a return.
THE NEXT STEP
Do not use an address from an old invoice.
The current warehouse address must be confirmed in the return authorisation. Logistics providers can change, so the final CMS page should source the address from one controlled configuration block.
Contact customer serviceQUESTIONS ANSWERED
Answers to the questions we hear most.
Can I return a different colour or style?
The current policy allows a change-of-mind return within the published 90-day period if the item and packaging are in good order. Confirm the current terms before posting.
Who pays return postage?
The current policy says the customer pays change-of-mind return freight. Contact support first for faulty, damaged or incorrect goods.
What if I no longer have the packaging?
The live terms refer to a possible repackaging fee. This clause requires legal and management confirmation before the new page is published.