Returns Policy

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 unless otherwise stated on an item's product page:

• 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.

Please note that the change of mind policy for merchandise purchased via Country Road's website from third-party sellers may differ from Country Road's policy. Please refer to Third-Party Seller Returns and the item's description on its product page.

Exceptions to our change of mind policy

The following items are unable to be returned or exchanged for change of mind:

• Items marked as Final Sale
• Hand and Body products, Room Sprays, Burner Oils
• Furniture
• Earrings, Hair Pieces and Hosiery
• Personalised items
  Learn more about personalise Personalise terms and conditions
• Other items stated as ineligible for change of mind returns or exchanges on the item’s product page

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

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, that was not disclosed at the time of purchase, 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 Final Sale, 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 Final Sale, 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 (or a third-party seller, where applicable) prior to or after sending goods back to us. Should you need further assistance regarding this process, please contact Country Road Customer Service.

Contact Country Road Customer Service

Returning Items In Store

All items that are eligible for in-store return under our policy, purchased in-store or online at www.countryroad.com.au can be returned for a refund or exchange to any Country Road store (excluding our Forest Hill Outlet store, David Jones and Myer) free of charge. A receipt, tax invoice or email confirmation is required to process the return.

All items that are eligible for in-store return under our policy, purchased in-store or online at www.countryroad.co.nz can be returned for a refund or exchange to any Country Road store (excluding our Forest Hill Outlet store, David Jones and Myer) free of charge. A receipt, tax invoice or email confirmation is required to process the return.

All items that are eligible for in-store return under our policy, purchased in-store or online at www.countryroad.com can be returned for a refund or exchange to any Country Road store (excluding our Forest Hill Outlet store, David Jones and Myer) free of charge. A receipt, tax invoice or email confirmation is required to process the return.

Please note that third-party seller merchandise purchase online at www.countryroad.com.au cannot be returned for a refund or exchange to any Country Road store, and must be returned via the Refundid portal.

Forest Hill Outlet Store Returns

Items purchased at the Forest Hill Outlet store can only be returned or exchanged at the Forest Hill Outlet store.

Returning Online Orders By Post

All Australian online orders of Country Road items made through www.countryroad.com.au and delivered to an Australian address can be returned by post for a fee of $9.95 (AUD) or $12.95 (NZD) through our partner Refundid.

We will not refund any delivery fees that you have paid at purchase to have the product delivered to you, subject to your rights under the Australian Consumer Law.

Returning your items by post is a simple three-step process.

1. Arrange a Return Request via our Refundid Portal and print the automatically generated postage label(s). If you are returning third-party seller item(s), a separate automatically generated postage label will need to be printed for each third-party seller.
2. Please ensure your return parcel(s) are securely packaged and both sender's address and Country Road online return address (and/or the third-party seller's return address) are clearly displayed on the outside of the parcel(s). To avoid delivery problems, we encourage sending your return back by registered post.
3. Please allow 10 business days from the day your parcel is delivered to our distribution centre or third-party seller for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

If selecting exchange as the preferred returns method (where an item is eligible for exchange), please note that if the requested item is not available you will receive a refund.

Please note that items purchased in-store cannot be returned via post and must be returned to any Country Road store (excluding our Forest Hill Outlet Store, David Jones and Myer).

Refundid (Online Orders Only)

Country Road offers faster refunds via our returns partner, Refundid.

1. Standard Refund:
   Allow 10 business days from the day your parcel is delivered to our distribution centre or third-party seller for your return to be processed and your account to be credited. No account needed.
2. Exchange:
   Your original order will be returned and a new order containing the exchanged item will be processed. Online exchanges are not available for purchases made using Afterpay, Klarna, Apple Pay, Alipay, and Click to Pay. Please note that exchanges are not available on third-party seller merchandise at this time.

Return labels are at the expense of the customer and will be processed via the Refundid online returns portal.

Refundid

Receive refunds through Refundid.

Please note that:

• for Country Road items, a fee of $9.95 (AUD) or $12.95 (NZD) will be processed Refundid via to cover the cost of return postage;
• for third-party seller items, a fee of $9.95 (AUD) or $12.95 (NZD) (unless a different amount is stated on that item's product description page) will apply per third-party seller return label, to cover the cost of return postage.

Using Refundid requires no subscription or set-up fees.

Available for all online orders made through www.countryroad.com.au and delivered to an Australian address. Excludes purchases made through www.countryroad.com. If selecting exchange as your return method, please note that if the requested item is not available, you will receive a refund.

*Refundid is not available for in-store purchases, gift cards, personalised orders or items that fall outside our return policy.

Learn more about Refundid

How to Return With Refundid

Returning your items by post is a simple three-step process:

1. Complete the Packing Slip
   Fill in the quantity and reason for return on the packing slip included with your parcel.
2. Complete the Online Form
   Enter your order number and email address above to start your return.
3. Send Back Your Parcel(s)
   Package your item securely and post it to the returns address provided. We recommend using a trackable service and keeping your receipt until your return is confirmed. Please note that where returning Country Road item(s) and third-party seller item(s), you will be issued multiple return labels, which will each require a separate parcel. Please ensure the correct item(s) are included in each return parcel.

*Refundid is not available for in-store purchases, personalised orders or items that fall outside our return policy.

• Please ensure your return parcel is securely packaged and both sender's address and Country Road online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
• Please allow 10 business days from the day your parcel is delivered to our distribution centre or third party seller for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
• If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.

Standard Returns By Post

Returning your items by post is a simple two-step process.

• Please ensure your return parcel is securely packaged and both sender's address and Country Road online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
• Please allow 10 business days from the day your parcel is delivered to our distribution centre for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
• If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.
• International orders cannot be exchanged, and will be refunded in full upon return. If you require an exchange, please place a new order at www.countryroad.com

Third-Party Seller Returns

Items purchased from our third-party sellers via our website are fulfilled directly by our third-party sellers. By purchasing products by our third-party sellers, you acknowledge and accept that our Country Road return policies apply, unless otherwise stated on the product's product description page or in your order confirmation email. Please note that this does not limit any rights you have under the Australian Consumer Law.

In relation to third-party seller product, please be aware that:

• Third-party seller merchandise purchased online at Country Road cannot be returned to any Country Road store, and must be returned via the Refundid portal.
• Exchanges are not available on third-party seller merchandise at this time.
• All returns for third-party seller product must be directed to the relevant third-party seller. These details are provided on the product page description and your order confirmation email. Please initiate a return and obtain a return label via the Refundid Returns Portal to return your item directly to the third-party seller. Please note postage fees may vary as specified on the product description and in your order confirmation. If no amount is specified on a third-party seller product description page, a postage fee of $9.95 (AUD) or $12.95 (NZD) will apply.
• Some third-party sellers may have return timeframes, conditions, and procedures which may differ from Country Road returns policy. Please note that returning goods to multiple third-party sellers may incur separate postage fees for each seller. Please review the product page description and your order confirmation details for any item-specific exceptions.
• Please note that some items may be excluded from change of mind returns, as specified by the third-party. Please review the product page description and your order confirmation details for any item-specific exceptions.

Returns Process

Returning your items by post is a simple two-step process

1. Complete the Online Form
   Enter your order number and email address to start your return, pay the return fee and obtain your return label.
2. Send Back Your Parcel(s)
   Package your item securely and post it to the returns address provided. We recommend using a trackable service and keeping your receipt until your return is confirmed. Please note that where returning Country Road item(s) and third-party seller item(s), you will be issued multiple return labels, which will each require a separate parcel. Please ensure the correct item(s) are included in each return parcel.

• Please ensure your return parcel is securely packaged and both sender's address and the third party seller return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
• Please allow 10 business days from the day your parcel is delivered to the third party seller for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

Faulty Items

If your third-party seller item is found to be faulty, Country Road will assist with the return process. Please initiate your return by logging into Refundid via our Returns Portal using your email address and order number. Select “Damaged Goods” as your return reason and upload clear photos showing the fault. Our Customer Service team will review the images and determine whether the return qualifies for a free returns label. If approved, you'll receive a label to return the item by post. If declined, no label will be issued, and you'll need to contact our Customer Service team for further assistance.

Liability

Country Road disclaims all liability for any loss, damage or delay arising from the return or refund of third-party seller products. Any disputes or claims must be resolved directly with the brand partner. This disclaimer does not limit any rights you have under the Australian Consumer Law.

Support

If you experience any issues contacting the third-party seller or need assistance locating their return instructions, please reach out to our Customer Service team. We're happy to help guide you.