PERFECT STRANGER RETURNS POLICY
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
SHOPPING WITH PERFECT STRANGER IS HASSLE-FREE
If you receive anything you are unhappy with for any reason, we'll help you with an exchange or refund if within 40 days from purchase. Before you return your items, make sure they are:
- in the same condition they were when you received them;
- not worn, washed or altered, have their original swing tags and are still in their original packaging;
- swimwear, underwear, and bodysuits must have hygiene stickers in tact; and
- not earrings or face masks. For hygiene reasons, we cannot accept returns for earrings or face masks.
RETURNING YOUR ORDER ONLINE
Online returns are even easier now with Australia Post Easy Returns.
If you are returning shoes, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. Your shoes will no longer be in a saleable condition and therefore ineligible for a refund.
Just click on the button below and follow the steps to get started.
1. STEP ONE
Fill in a few simple details so we can process your return.
2. STEP TWO
Australis Post will email you a return code. Bring this with you when you drop off your parcel.
3. STEP THREE
Australia Post will let you know when your parcel has arrived safe and sound back at Perfect Stranger.
RETURNING YOUR ORDER IN STORE
You can make your return or exchange in person at any of our Perfect Stranger store locations. Perfect Stranger will not accept returns or exchanges on worn or damaged items. Items must be in a saleable condition.
EXCHANGING YOUR ORDER
Jump online and purchase the size or item that you are exchanging. This way you are guaranteed the item, and we can ship it to you straight away.
Send the items you're exchanging back using Australia Post Easy Returns & complete the returns form on the back of your invoice and securely package this with your returning items.
As soon as we receive your return we will process the refund within 72 business hours, and email you when the process is complete.
RETURNING YOUR STORE PURCHASE ONLINE
For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.
In store purchases are not eligible for Australia Post Easy Returns as they will incur a postage fee.
Pack your items into a post bag. Include a note with your name, phone number, email, reason why you'd like an exchange or refund and either your bank details (BSB, Account Number and Account Name) or the email address linked to your PayPal account. If your in-store purchase was made with Afterpay, we will also need your Afterpay Order ID Number to process the refund through Afterpay. Please include all required information with your return so we can arrange your refund without delay.
Post your returning parcel to:
Perfect Stranger Returns
PO BOX 695
Virginia BC QLD 4014
As soon as we receive your return parcel we'll arrange your refund or exchange and let you know when the process is complete.
If your order arrives faulty or damaged, contact Help within 72 hours. We'll do our best to resolve the situation as soon as possible.
If a fault appears in your product through normal wear, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.
Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Perfect Stranger is not responsible for the processes or policies implemented by third party manufacturers.
If you are unsure about a faulty item or warranty repair, contact Help. We'll help you through the faulty returns or warranty repairs process.
FURTHER RETURNS INFO
If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Perfect Stranger in the original unmarked packaging. If these items are returned in an unsatisfactory condition, Perfect Stranger may not be able to offer a refund or an exchange.
Perfect Stranger Returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 72 business hours. Our Help team will contact you when your transaction is being processed.
Please note that NO returns or exchanges can be made in person at our warehouse. Please Contact Help if you are having trouble returning your order.
Perfect Stranger cannot accept cash on delivery returns.
SOME ITEMS EXCLUDED FROM EXCHANGE OR RETURN
Due to hygiene reasons, Perfect Stranger will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to earrings and face masks.
Perfect Stranger does not accept returns or exchanges for change of mind on perishable items. Perishable items can only be returned if packaging arrives faulty, or product is mistakenly delivered outside of the use-by date marked.
A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:
- change of colour.
- change of style; and
- change of size.
A return or exchange due to a fault with the item is not a return or exchange for change of mind.
Perfect Stranger does not currently offer free exchanges or returns for international customers for change of mind. We will offer a refund on faulty products. Contact Help first. You may need to provide photographic evidence of the fault before we can finalise the refund. The transaction will be processed via the original payment method providing all of our refund policy conditions are met.