Returns
Our change of mind policy
At Country Road, we are happy to offer you a refund or exchange for change of mind on most full price and reduced merchandise. The following change of mind timeframes apply:
- In store: 30 days from date of purchase.
- Online (Australia/New Zealand): 30 days from date of delivery.
- Online (International): 45 days from order placement.
Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:
- Proof of purchase is accompanied with the returned merchandise;
- The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
- For swimwear and women's bodysuits, all hygiene stickers are intact.
- Any discounts received at the time of initial purchase will be honoured, as long as the new item is of equal or higher value.
Exceptions to our change of mind policy
The following items are unable to be returned or exchanged for change of mind:
- Hand and Body products, Room Sprays, Burner Oils
- Furniture
- Earrings, Hair Pieces and Hosiery
- Personalised items
Learn more about personalisePersonalise terms and conditions
The following items will only be accepted for return or exchange in instances where all tags (and any hygiene stickers) are intact. These items must be tried on wearing full briefs.
- Swimwear
- Women's Bodysuits
Payment Method
Our return policy is dependent on the purchase location and payment method.
Refer to the below table for our current return and exchange policy.
| Purchase Location & Payment Method | Return Location | Refund | Exchange | Gift Card |
|---|---|---|---|---|
Country Road store
|
Country Road store | ✔ | ✔ | ✔ |
Online     |
Online or Country Road store |
✔ | ✔ | ✖ |
Online    |
Online or Country Road store |
✔ | ✔* | ✖ |
Online International eShopworld
|
eShopworld Returns Portal | ✔ | ✖ | ✖ |
*Afterpay, Apple Pay, Alipay and Klarna online orders can only be exchanged in a Country Road store.
In store purchases cannot be returned by post.
All online purchases can be returned in any Country Road store.
Country Road items purchased from:
- Country Road & Trenery Outlet online or a store, please refer to these returns policies.
- David Jones online or a store are subject to David Jones' returns policies and procedures.
- Myer online or a store are subject to Myer's returns policies and procedures.
- The Iconic are subject to The Iconic's returns policies and procedures.
- Qantas Marketplace are subject to Qantas Marketplace's returns policies and procedures.
- Baby Bunting are subject to Baby Bunting's returns policies and procedures.
- an individual independent retailer are subject to the individual retailer's returns and exchanges policies and procedures.
Country Road items that are not purchased at a Country Road store may not be returned or exchanged at a Country Road store.
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at Australian Competition and Consumer Commission.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
Online cancellations and order amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.
Faulty, damaged or incorrectly described items
When returning or exchanging a faulty, damaged or incorrectly described item, Country Road will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Country Road prior to sending goods back to us. Should you need further assistance regarding this process, please contact Country Road Customer Service.