Returns & Care

All returns and exchanges must be requested and managed through our returns portal.

Use the button below with your order number and email address. Change-of-mind returns are for store credit only; direct exchanges are not offered. Faulty and incorrect items are assessed separately.

START A RETURN

Returns at a glance

6 days from delivery · Store credit only

Eligible full-price items only. No change-of-mind refunds or direct exchanges.
Items must be unworn, unwashed, in original condition and packaging, with tags attached.
No change-of-mind returns on sale items, discount-code or credit-note purchases, gift cards or designated final-sale stock.
You pay change-of-mind return postage. Credit is issued only after inspection and ROBEY approval.

Do not post anything until your return is authorised through the portal.

Faulty or incorrect items are assessed separately. The six-day limit and change-of-mind exclusions do not limit your consumer rights.

START A RETURN

Read the full returns policy ↓ Other enquiries ↓

Other enquiries

For anything other than a return or exchange, please contact us using the box below.

All returns and exchanges must be requested and managed through our returns portal. This form is for other enquiries, not return or exchange submissions.

If the portal cannot locate your order or accept a consumer-guarantee claim, tell us here so we can help. Please include your order number where relevant.

THE DETAILS

Our returns policy

We’re here to help. Start your return through our online portal using your order number and email address. Please read the details below before submitting your request.

Change of mind

Request a return within 6 calendar days of confirmed delivery. Eligible full-price purchases may be returned for store credit only. We do not offer change-of-mind refunds or direct exchanges.

Please provide proof of purchase. Items must be unworn, unwashed, in their original condition and packaging, with all original tags attached. Our warehouse will inspect your return and ROBEY will give final approval before credit is issued.

What cannot be returned for change of mind?

Sale or discounted items; purchases made using a discount code, credit note or store credit; gift cards; and specifically designated final-sale, archive, sample or imperfect stock. These exclusions do not restrict your rights under Australian Consumer Law.

Approval required before posting

Do not send any item until your return has been authorised through the ROBEY returns portal and you have received your return reference and instructions.

Our returns address is a third-party processing facility. Delivery to this facility does not mean your return has been accepted and does not create an entitlement to store credit, an exchange or a refund.

Parcels sent without authorisation, or without enough information to identify the order, are treated as unauthorised or unidentified returns. They may be held separately while we establish ownership and provide instructions. Ineligible change-of-mind items will not be credited; where permitted by law, you will need to arrange and pay for their return to you.

Please include your order number and approved return reference inside every authorised parcel. Uncollected goods will be handled in accordance with applicable law and any required notice process. Nothing in this notice limits your Australian Consumer Law rights.

Sending your approved return

Please wait for your return authorisation and unique reference before posting. You arrange and pay return postage for change-of-mind returns. We recommend tracked postage; keep your receipt and include your order number and return reference.

The correct warehouse address and packing instructions will be provided with your approved return. Please do not send parcels to an address found elsewhere.

Your store credit

After your return passes inspection and receives final approval, we will email your credit details. Change-of-mind credit is valid for 3 months from issue, subject to applicable law; your expiry date will be provided. Use your credit towards a new purchase. Normal checkout shipping applies. No replacement is sent for a change-of-mind return.

Received an incorrect item?

Please select “Incorrect item received” in the portal and include your order number, what you ordered, what arrived, and clear photographs of the item and labels. Our warehouse will investigate. Once verified, ROBEY covers the return postage and shipping of the correct item. Please wait for our instructions before posting anything back.

Faulty or damaged items

Please report the issue through the portal with proof of purchase, a description and photographs where available. Fault claims are assessed separately: the 6-day window and change-of-mind exclusions do not limit consumer-guarantee rights. ROBEY covers reasonable return costs for confirmed faults and provides repair, replacement or refund as required under Australian Consumer Law. Statutory refund rights are not replaced with store credit.

What happens next?

You will receive updates as your request progresses. Permission to send an item back is separate from final approval after inspection. Only approved, resaleable items are restocked. For approved faulty or incorrect-item replacements, we will provide dispatch confirmation and tracking. If a replacement is unavailable, we will discuss the appropriate remedy with you.

Need help with your request?

If the portal cannot accept your request, or you need assistance with a faulty or incorrect item or another consumer-guarantee claim, please use the contact box on this page with your order number. We’ll help you access the correct process.

Nothing in this policy excludes your rights under applicable law. Any more generous return terms applicable when you purchased will be honoured.