We want you to love your WLDLN purchase. If you’re not completely satisfied, this policy explains how you can return items for a refund or exchange. We have tailored our returns policy to be fair and in line with Australian consumer protection laws, while also considering the nature of our products (clothing) and our operational costs. Please read the following carefully to understand our practices regarding returns, refunds, and exchanges.

Summary of Key Points: You may return eligible products within 14 days of delivery for a refund (subject to a 5% restocking fee) or an exchange (for a store credit coupon) as long as items are in original, unworn condition. Customers are responsible for return shipping costs for change-of-mind returns. If an item is faulty or incorrect, we will, of course, make it right at no cost to you. See details below.

1. Eligibility for Returns (14-Day Window)
• 14-Day Return Period: You may request a return or refund of a product within 14 days of the delivery date. The delivery date is the date our tracking indicates the item was delivered to you. If more than 14 days have passed since delivery, unfortunately we cannot guarantee approval of a return or refund for change of mind. (This does not limit your rights under the Australian Consumer Law for faulty products.)

• Original Condition: To be eligible for a return, the item must be in its original condition – this means unworn, unwashed, and with all original tags and packaging intact. You can of course try on clothing to see if it fits, but do not wear it out, and ensure no damage or marks occur. The item should be free of any odors (e.g. no perfume, smoke, or body odor) and free of stains or pet hair. Essentially, it should be in a condition suitable for resale, as new.

• Proof of Purchase: We require a proof of purchase for all returns. This could be your order number or confirmation email, or other receipt. If you received the item as a gift, we will need the original purchaser’s details or order information to find the purchase in our system.

• Exclusions: Certain items may not be eligible for return. For hygiene and safety reasons, underwear, swimwear, or earrings (if we sell these categories) cannot be returned if the seal or package is opened, unless they are faulty. Also, any items marked as “Clearance” or “Final Sale” may not be returnable for change of mind – we will note on the product page if an item is final sale. Gift cards are non-returnable and not redeemable for cash.

In summary, as long as you contact us within 14 days of receiving the item and the item is in new condition, we will accept the return. If these conditions are not met (for example, request is late or item is used), we reserve the right to decline the return .

2. Change of Mind Returns and Restocking Fee

“Change of mind” covers any return that is not due to a fault or error on our part. This could be because the size or fit isn’t right, you don’t like the color, or you simply changed your mind about the purchase.

• Return Shipping Costs: For change-of-mind returns, the customer is responsible for arranging and paying for the return shipping. We recommend using a trackable shipping service to ensure the item reaches us. Until we receive the item, it’s your responsibility, so consider purchasing shipping insurance for valuable items. We are not liable for returns lost in transit coming back to us.

• 5% Restocking Fee (Refunds): If you choose a refund to your original payment method for a change-of-mind return, a 5% restocking fee will be deducted from your refund amount. For example, if the item cost $100, a $5 fee would be deducted, and you’d receive $95 back. This fee helps cover processing, inspection, repackaging costs, and non-recoverable payment fees. We strive to keep this fee minimal.

• Exchanges for Store Credit (No Fee): If you opt for an exchange, we will waive the restocking fee. Instead of a direct swap (due to inventory variability), we will issue you a store credit or coupon equal to the full value of the returned item (excluding any original shipping charge). You can use this store credit to order a replacement item (for example, a different size or another product of your choice). The store credit will typically come as a digital coupon code or credit applied to your account.

• How Store Credit Works: Once we receive and approve your returned item, we will send you a unique coupon code via email for the item’s value (if you chose this option). You can apply that code on our website during checkout for your new item. Store credits usually have no expiry (or at least a very long validity) and can be used across multiple orders if the purchase is less than the credit amount (remaining balance would continue to be available).

• One-Time Exchange Policy: We allow one exchange per item. If you use your store credit to get another item and still want to return that second item, we reserve the right to charge the restocking fee on that subsequent return or to issue a refund instead of a new credit (to prevent perpetual exchanging). Of course, if the second item is also not right, we’ll work with you to find a good solution within reason.

3. Returning Faulty, Damaged or Incorrect Items

WLDLN stands by the quality of our products. If you receive an item that is faulty, has a manufacturing defect, was damaged in transit, or is not the item you ordered (e.g., wrong product or size shipped):

• Contact Us Promptly: Please email or contact our customer service within 14 days of delivery (or as soon as the issue is noticed) with your order details and a description of the issue. If possible, include photos of the damage or fault, or of the wrong item received, as this helps us assess the problem.

• Assessment: We may ask for further details or photographs to confirm the fault/damage. In some cases, for minor issues, we might be able to offer you a choice of a partial refund or another remedy that you are satisfied with, instead of a return (for instance, if you are happy to keep a slightly damaged item with a discount). Otherwise, we will ask you to return the item to us.

• Return Shipping for Faulty/Incorrect Items: If we confirm that the product is faulty or we sent the wrong item, WLDLN will cover the cost of return shipping. We will either send you a prepaid return mailing label or reimburse your postage costs. We will coordinate with you on the most convenient way to return the item (we may allow drop-off at a post office or schedule a pickup, depending on the situation).

• Remedy Options: Once we receive the faulty/incorrect item, you will be entitled to a remedy under consumer law. Typically, for a confirmed fault or mistake, you can choose:

• A full refund of the purchase price (and original shipping, if any) with no restocking fee, credited back to your original payment method.

• An exchange or replacement item (for example, the same item in good condition, or an alternative item if stock is unavailable). We will ship replacement items at no cost to you.

• In some cases, a repair if the issue is minor and can be quickly fixed (this is more applicable to products like electronics, but we mention it for completeness; for clothing it’s usually refund or replace).

• Your Rights: This policy operates in addition to your rights under the Australian Consumer Law (ACL). Under the ACL, if a product has a major failure, you are entitled to choose a refund or replacement, and for minor failures, the business can choose to repair, replace or refund. WLDLN will abide by these laws. Our goal is to resolve the issue to your satisfaction quickly and fairly.

4. How to Initiate a Return or Exchange

If you wish to return an item (whether for change-of-mind or due to a fault), please follow these steps:
1. Contact Customer Support: Email us at [email protected] (example address) or use the contact form on our website to notify us of your return request. Please include your order number, the item(s) you want to return, and the reason for return (e.g., wrong size, changed mind, defect noticed). If defective or incorrect, include a description and photos if possible.

2. Receive Authorization: Our team will respond with a Return Authorization (RA) number or confirmation, usually within 1-2 business days. We will provide you with the return shipping address and any instructions. (If the return is due to fault or our error, we will include details on the prepaid label or reimbursement process.)

3. Pack the Item: Safely pack the item in its original packaging (or similar secure packaging if original is not usable). Include any accessories, inserts, or freebies that came with it. Write the RA number on the outside of the package or include a note inside with that number and your name/order info. This helps us identify your return quickly.

4. Ship the Item: Send the item back to us using a trackable shipping method. If it’s a customer-paid return, you choose the carrier (Australia Post or courier, etc.). If we provided a prepaid label, follow the instructions to drop it off or schedule pickup. Keep the tracking number and receipt of postage until we confirm receipt.

5. Inspection and Processing: Once we receive your returned package, we will inspect the items to ensure they meet the return conditions. This typically takes 2-5 business days after arrival. We will then process the refund or issue the exchange/store credit as agreed. We will notify you via email of the outcome:

• If approved, we’ll confirm the refund amount (minus any restocking fee) and it will be applied to your original method of payment (or credit code issued). Please note that refunds can take 5-10 business days to appear in your account, depending on your bank or card issuer.

• If the return is not approved (e.g., item was found to be worn or outside our policy), we will notify you and return the item back to you.

Please do not send items back without first contacting us for authorization, as this can delay processing or risk the package not being recognized. We want to ensure your return is handled properly.

5. Conditions and Important Notes

• Condition of Returned Items: All returned items are subject to inspection. If an item is returned and upon inspection we find that it is not in acceptable condition (for example, it has obviously been worn for more than just trying on, or it is washed, altered, damaged, or emits odors making it unsaleable), we reserve the right to reject the return . In such cases, we will not issue a refund or credit, and the item will be sent back to you. We may ask you to cover the postage to ship it back since the return was not in line with our policy. We are not obligated to accept a return that fails to meet our requirements.

• Restocking Fee Applicability: The 5% restocking fee applies only to refunds for change-of-mind returns. It does not apply to exchanges where store credit is issued, and it does not apply at all to returns of faulty or wrong items (no fees in those cases). The fee is calculated on the product price paid, not including shipping fees you paid (shipping is not refunded for change-of-mind).

• Original Shipping Charges: If you paid for shipping on your original order, note that shipping is non-refundable for change-of-mind returns. For example, if you paid $10 shipping on a $100 order and returned all items for refund, you would get back $95 (after 5% fee on $100), but not the $10 shipping. However, if the return is due to our error or a faulty item, we will refund the original shipping as well as the product price.

• Partial Returns: If you are returning only some items from a multi-item order, we will refund the corresponding item prices (minus any fee on those items if applicable). Any bundled discounts or offers will be adjusted accordingly. For instance, if a promotion gave you $20 off for spending $200 and returning items drops your kept total below the threshold, we may adjust the refund to deduct the value of the used promotion.

• Gift Returns: If you received an item as a gift and wish to return it, the process is similar. However, the refund can only be issued to the original purchaser’s method of payment (for privacy and security). Therefore, it may be preferable for us to offer you an exchange or store credit for a gift return, so you can get something else of equal value. Contact us with the details and we will assist discretely.

• Exchange Process: Because our stock levels can change quickly, we do not guarantee that an exact replacement (for example, a different size of the same style) will be available by the time your return arrives. That is why we issue store credit for exchanges—so you can choose the best available option. If you specifically need a different size of the same item, you may let us know and we can hold the size for you if it’s in stock, but the safest approach is the refund-for-credit method described.

• Repeat Returns: We monitor return activity for abuse. While we want you to be happy, if we notice a pattern of excessive returns that appears to be beyond normal, we may reach out to ensure everything is okay (for example, if sizing is an issue) or potentially reserve the right to refuse service in rare cases. We aim to be flexible, but we also must protect our business.

• Clearance or Sale Items: As noted, if any item is marked “Final Sale” or similar, it may not be eligible for return unless required by law. We will clearly mark such items on the product page or during checkout.

6. Our Rights and Obligations

• Compliance with Law: This policy is written to comply with the requirements of Australian Consumer Law (ACL). Nothing in this policy is intended to limit or exclude your rights under the ACL. For example, our 14-day window for change-of-mind returns does not apply to a product that develops a manufacturing fault outside 14 days – you may still have rights to a remedy under ACL within a reasonable period of time. We will always honour our legal obligations. The 14-day period is for discretionary returns (change of mind) which are not mandated by law but offered by us to ensure customer satisfaction.

• Right to Refuse Service: We reserve the right to refuse a refund or exchange if the conditions in this policy are not met. This includes, as mentioned, items returned in an unsatisfactory condition. WLDLN retains the right to make the final decision on any return’s eligibility. If a return is rejected, we will return the item to the customer (at the customer’s cost if the return was not justified). For example, if shoes are returned covered in dirt indicating use, we would not accept them and would send them back to you . We appreciate your understanding of these safeguards.

• Restocking Fee Rationale: We want to be transparent about why we charge a restocking fee for refunds. Online shopping returns can incur significant costs (payment processing fees that aren’t refunded to us, labor to inspect and restock items, potential repackaging, etc.). The 5% fee helps us cover a portion of these costs so we can keep our product prices fair for all customers. We don’t charge this if you take a store credit because that usually means you’ll make another purchase with us, which we greatly appreciate.

• Policy Changes: We may update this Returns Policy from time to time (for example, to adjust the time frame or fees, or to clarify terms). The version posted on our website at the time of your purchase is the version that will apply to that purchase. We will note the last updated date below. Significant changes may be communicated via email or site notice.

7. Contact Us for Returns/Exchanges

If you have any questions or need to start a return or exchange, please contact our customer service team. We are here to help and want to ensure the process is as smooth as possible for you.

Contact Information:
Email: [email protected] (for return/exchange requests)
Phone: +61 3 0000 0000 (Monday–Friday, 9am–5pm AEST)
Address for Returns: WLDLN Returns Department, 123 WLDLN Warehouse Rd, Melbourne, VIC 3000, Australia (Please obtain authorization before sending items here)

We aim to respond to all return inquiries within 1-2 business days and to process all authorized returns promptly after we receive them.

Thank you for shopping with WLDLN. We appreciate your business and your trust. Our policies are designed to be fair and clear, but if you ever feel something is unclear or unfair, please let us know and we will do our best to address your concerns. Your satisfaction is our priority.

Last updated: May 6, 2025