RETURNS & EXCHANGES

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.

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.

Online returns are even easier now with our Returns Portal.

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.

RETURN AN ORDER/ITEM

1. STEP ONE

Navigate to our returns portal, here.

2. STEP TWO

Enter the order number and email address for the item you want to return. Follow the return steps.

3. STEP THREE

Download and print the shipping label and drop your return at a post office. Some post offices may be able to print the shipping label for you, please contact your local post office for more information.

If you would like to exchange your item for a different size, follow the steps in our Returns Portal.

If you would like to exchange your item for a different product, we recommend you purchase the item you’d like to exchange for. This way you are guaranteed the item, and we can ship it to you straight away.

Once you’ve purchased the new item, return your unwanted item through our Returns Portal. 

As soon as we receive your return we will process the refund within 72 business hours, and email you when the process is complete. 

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.

For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.

In store purchases are not eligible via our Returns Portal 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, please contact our customer service team 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, please contact our customer service team. We'll help you through the faulty returns or warranty repairs process.

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 customer service if you are having trouble returning your order.

Perfect Stranger cannot accept cash on delivery returns.

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. Please contact our customer service team to process a return/exchange. 

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.