I’m having issues using the returns portal

We’re sorry to hear you’re having trouble registering your return. Before contacting our Client Services team, please check the following:

1. Make sure you’re using the correct returns portal

   The country/territory selected at the bottom of the page must match the store where your order was placed, in order for the system to recognise your details.

    

2. Check your order number

   Please make sure your order number has been entered correctly.

   - The field is case-sensitive
   - Ensure there are no extra spaces
   - Include the # symbol where required

    

3. Check your return window

   Returns and exchanges must be registered within 30 days of the dispatch date.

    

4.  I haven't received my return label / QR code

   If you’ve successfully registered your return but haven’t received your return label, QR code, or confirmation email, please refer to our article here. 

    

5. I need help with my exchange

   Please note that exchanges can only be processed for the same item in a different size.
   If you’d like a different style, colour, or product, we recommend returning your item for an e-Gift Card instead. Once your return has been processed, you can use the e-Gift Card to place a new order.

    

6. My order is marked as “Not Delivered” in the returns portal

   If your order is still showing as unfulfilled, or you cannot access your shipment confirmation email, please contact our Client Services team for assistance with your return.

    

If you have any further questions, please get in touch with our Client Services team - they'd be happy to help.