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Easy Returns

  • You can return any full priced items to us for a full refund or store credit

  • Full priced items can be returned within 100 days of receiving

  • Items purchased during a clearance sale cannot be exchanged/returned

  • Your items will need to be in their original condition, with tags attached, unworn/unwashed, unstained & in original packaging

  • You will need to cover the cost of posting any item you decide to send back

  • If you choose store credit for an exchange, we'll credit you an extra $10 to cover shipping your new exchanged item back to you

Easy Returns in 1,2,3,4


Step 1: Submit a return request

To start the return process, submit a return request by filling out the online contact form below. Alternatively, you can use our contact button on the bottom right of the screen, message us on Facebook or simply reply to any of your order update emails you've received 

Step 2: Complete returns form & send back items

Print out and complete the returns form below

Send your returned items and the completed form to:

Dollboxx Returns

PO Box 3383, Caloundra DC

Caloundra West

QLD 4551, 

Australia

The returns form must be included with all return items, any items sent back without a returns form will not be processed

Step 3 (optional): Fast Track Return (exchanges only)

In order to Fast Track your store credit for an exchange you'll need to:

  • Send us a photo of the items you're returning & a photo/scanned copy of the completed returns form (needs to be clear so it can be read) 
  • Tell us the shipping information of your return items, ie. Tracking number & shipping courier
Once we can verify the tracking information is valid, we'll issue you your store credit straight away - no need to wait until we receive the return items 

Step 4: Return received & processed

Once we receive your return items and returns form, it will be processed by our team and you will either be refunded or a gift card/store credit will be issued depending on your request on the returns form

Exchange / Return Request

Are you looking to return an item? 

Please fill out the form below and we'll get back to you asap.

Return/Exchange FAQS


How do I return/exchange an item?

  1. To start the return process, submit a return request by filling out the online contact form on the bottom of this page. Alternatively, you can use our contact button on the bottom right of the screen, message us on Facebook or simply reply to any of your order update emails you've received
  2. Once your request has been received, we will send a returns form for you to fill out and send to us with your items. The returns form must be included with all return items, any items sent back without a returns form will not be processed - Get a copy of the returns form here
  3. Once we receive your return items and returns form, it will be processed by our team and you will either be refunded or a gift card/store credit will be issued depending on your request on the returns form

What options do I have when returning an item?

When you fill out your returns form to send back with your items, you'll have the option of either:

  1.  Store credit + $10
  2.  Refund
Store Credit: 
If you have chosen to exchange your returned items, you'll be issued a gift card/store credit to re-order the correct size/style.
Gift cards are issued for the full value of the item, even if a discount code was used when placing the order. This is so the store credit will cover the cost of re-ordering the new item.
Store credit is also issued with an additional $10 credit to cover the cost of shipping your exchange item, see below for more info on store credit.

Store credit returns can be Fast Tracked so you can receive your new items faster. See below for more info about Fast Tracked returns

Refunds: 
If you have chosen to receive a refund on your returns form, a refund will be made for the value that has been paid for the item/s. If you have used any discounts when placing your order they will be deducted accordingly from your refund. Refunds are issued via the payment method used to place your order, see below for more info on refunds.

What is a Fast Tracked return/exchange?

A Fast Tracked return/exchange means we can issue you your store credit before we receive your return items at our warehouse - which means you can receive your exchange items much quicker!


In order to Fast Track your store credit for an exchange you'll need to:


  1. Request a returns form as above
  2. Fill out your returns form
  3. Send us a photo of the items you're returning & a photo/scanned copy of the completed returns form (needs to be clear so it can be read)
  4. Tell us the shipping information of your return items, ie. Tracking number & shipping courier
Once we can verify the tracking information is valid, we'll issue you your store credit straight away - no need to wait until we receive the return items

Unfortunately we cannot Fast Track items being sent back for a refund due to previous cases of fraud
We also cannot Fast Track items if your return package does not have tracking information, again due to previous cases of fraud

How will I receive my store credit?

Your gift card/store credit for return/exchange items will be issued to your email address on file which you can use at checkout when choosing your new items

How will I receive my refund?

Refunds for return items will be credited to the payment method you used to make the purchase e.g Paypal, Credit Card, Afterpay

Paypal refunds are usually instantaneous, whereas credit card or afterpay refunds may take a number of business days for your bank/card provider to process after we issue the refund. You will receive an email notification once we have processed your refund, please be patient for credit card / afterpay refunds. If you haven't received your refund after 14 days following the email notification from us, please let us know and we will contact our payment partners

Tips for minimising returns/exchanges:

If this is your first time shopping with us & you're unsure of sizing, please read over our sizing charts and take measurements of yourself to compare to our size guides for the most accurate fit first time


We also encourage customers who are still unsure, to purchase a couple of sizes in the same style to try on in your first order, you can then send back the items that don't fit for a FULL refund - This will save you time and money sending items back & forth for exchanges - It also means you don't need to wait to wear your goodies if you're unsure of your size

Tips for reducing the cost of sending return items

If you're going to send items back for a refund/exchange here are some tips to keep the cost of return shipping down:


  • Chat to your local post office about the best and most cost effective shipping method from your location
  • Items do not need to have full tracking, however if you're requesting a Fast Track return then you must use a shipping method with tracking
  • You don't need to use an express shipping service (unless you want a refund processed sooner obviously). Express services are much more expensive, so a standard shipping option with tracking is sufficient to send return items back and will save you money
  • Ship your returns in as small a package as you can easily fit your items in (without damaging them of course), read on below for more info on how most couriers calculate their shipping costs 

Most packages are calculated for shipping cost based on either: 

Dead weight - The actual weight in KGs or Lbs of an item

or

Cubic weight - Basically the amount of space that an item takes up


The majority of shipping couriers charge on the greater of the two above, so it's important to package your items correctly to avoid paying too much


Example: 

Even if you have a really small/light item but package it in a large box, you will be usually be charged at the greater of the two measurements, which can become very costly

The best method, is to ship your returns in as small a package as you can easily fit your items in (without damaging them of course). 


We recommend re-using the postage bag that you received your items in from our warehouse. You can turn the postage bag inside out and use this to send your returns/exchanges back to us in, just be sure to secure the bag with plenty of tape so nothing comes loose :) 

By re-using the postage bag from our warehouse, you can be sure you will be packing your items at the smallest cubic weight you can without damaging them

What if my item is faulty?

We aim to provide our customers with products of the highest standard and quality. 

If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. 

Please follow the same process for returns/exchanges and contact us using the form above.

Please help us by providing a photo or two showing the defect/fault as well as the order number, which will speed up the returns process

Returns Policy


All returned items MUST meet ALL the requirements below

Your items need to be in their original condition, meaning:

  • In original packaging with tags attached, 
  • Unworn/unwashed/unstained - No perfume/makeup/tan/lotions on the items
  • Your return has been requested and approved by our team
  • Your returns form is completed and included with your return items
  •  If your return does not meet all of these requirements, it will not be processed

Additional information

All returns MUST be submitted using the steps indicated above. 

Your request will then be accepted/denied based on the reasons for return/ time frame since receiving item etc. 

Any items sent to our warehouse without an accepted returns request or which do not meet all the requirements of return items, will not be processed

If you would like to submit a return that is outside the time frame specified in our returns policy, please contact us with the reason why

Terms & Conditions


Read full terms & conditions

  • You can return any (non SALE) item, within 100 days of receiving your order (this does not include postage time). If you are looking at returning an item outside of the 100 day period of receiving your item you must first contact us using the contact form above regarding your return. We will use our discretion to approve/deny any returns outside of the 100 day period
  • Items that are purchased as part of a promo (e.g buy one get one free) can only be exchanged and are not eligible for a full cash refund
  • If you would like to exchange an item you just received but will be delayed in posting it back to us, that is ok, you are still able to start a return request before the 100 day period by following the steps above and contacting a customer service rep about your return and inform them of the possible delay
  • If you would like to exchange an item for a different size or colour it must first be returned. It will be then processed as store credit which you can use for a future order
  • If you are returning an item to us, you have the option of returning for a full refund (minus shipping costs) or store credit for the full value of the order + a bonus $10. Please specify which option you would prefer in the returns form. If you are exchanging your item for a different size, we recommend choosing store credit as this will make your exchange order much quicker
  • Your item must be received at our warehouse in original condition as specified in the returns form before your refund will be issued
  • Store credit will be sent by email once we've received and processed your return. The specified email will be the one that was provided on your order information
  • Refunds will be sent to the payment method you used to make the purchase on our website. If you purchased with Paypal, the return is usually instantaneous, however if you purchased with a credit card, it may take a couple of days for your bank to process the return amount
  • We try our best to accept all returns, but returns MUST be returned in their original packaging, odorless and with all tags attached. In the event that an exchange item is returned to us in an unsuitable condition, we will not return store credit for the item. All goods will be inspected on return and then processed
  • The goods are your responsibility until they reach our warehouse, so make sure it's packed and addressed properly. Items lost or damaged on the way back to our warehouse are not our responsibility. Ensure you use a postal service that insures you for the value of the items you are returning in the event it is lost in transit
  • We are not responsible for any items that are returned to us by mistake
  • All customers sending back returns are responsible for the shipping costs to post it to our warehouse. You are able to use the cheapest shipping option as long as the shipping can be tracked. The store credit/refund is only issued for the items, not for the shipping costs
  • Any returns NOT containing our RETURNS FORM will NOT be processed
  • If you are unable to provide the returns form with your return, you must contact us prior to sending your item at: returns@dollboxx.com to arrange an alternative solution

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