RETURNS & REFUNDS
We want you to be 100% satisfied with your purchase!
If for any reason you don't love what you've bought from us, we've made our returns process super easy to follow!
Check out your options below or contact our Customer Service team - we're happy to assist with any questions you may have! You can contact us via Live Chat Monday-Friday 9am-5pm (AEST), or our Contact Us Form.
You can return any product/s for change of mind within 30 days of purchase. All we ask is that all products you are returning are in original condition with all tags attached, intact packaging, and your proof of purchase is included. Please note:
- Supplier packaging and shoe boxes must be returned unmarked and in their original condition.
- Due to health and safety regulations face masks cannot be exchanged / returned unless deemed faulty or if the incorrect product was sent to you.
- Earrings and pierced jewellery can only be exchanged / returned if deemed faulty or if the incorrect product was sent to you.
- Swimwear and underwear can only be exchanged / returned for change of mind in their original condition, clean, with all tags and protection stickers attached. All swimwear sets need to be returned in their original sets.
- Online Afterpay and Zippay purchases can only be exchanged in-store for equal or greater value. To return for a refund, please follow the Online Return process.
The City Beach Refund Policy in no way limits your rights as a Consumer as outlined by the ACL and processes all warranty and non-warranty claims in accordance with legislative requirements.
Book your online return via our Return Portal using your 8-digit online order number. You can locate your order number on your order confirmation email or in your City Beach account under your order history.
Products bought online can be returned for change of mind for a refund by following these simple steps:
1. Click hereto book a return. Book your online return for $9.15 via our Return Portal using your 8-digit online order number. You can locate your order number on your order confirmation email or in your City Beach account under your order history.
2. Print the label, pack your product/s in their original condition (unworn, unmarked, all tags and hygiene seals attached) and drop it off at your nearest post office or postal box. Please do not attach this label directly to any supplier packaging or shoe boxes. Any supplier packaging or shoe boxes must be protected in a satchel.
3. Once the requirements of our returns policy have been met, please allow up to 3 business days for your refund to be processed back into your original payment method.
Please note that you will need to cover the shipping costs for your return parcel. City Beach is not liable for any items you return to us that are lost or damaged in transit. Please note, if you decide to return your item, the original shipping costs for your order won’t be eligible for a refund.
If you wish to exchange your online order, please place a new order for any new product/s straight away to avoid missing out. Afterwards, please follow the steps listed above for a refund on your original order.
We will gladly accept your return in-store for product/s bought online for change of mind at any of our stores across Australia. Simply:
1. Bring along a copy of your Tax Invoice. You can download your Tax Invoice from your City Beach account online under your order history.
2. Head into one of our 65 stores nationwide with your product/s in their original condition, clean and with tags attached. Search for your store here.
You can choose to have the value of your return (your original purchase price) exchanged, credited onto a City Beach Gift Card or refunded to the original form of payment. Unfortunately, in-store refunds and gift cards are not applicable to online Afterpay or ZipPay orders.
You can take your product/s into any of our City Beach retail stores and get a refund, exchange or have the funds put onto a City Beach Gift Card. Unfortunately, in-store refunds and gift cards are not applicable to online Afterpay or ZipPay orders. Refunds will be made back into the original payment method (excluding shipping costs).
You can send your product/s back to our Online department for a refund back into the original payment method (excluding shipping costs).
For further information on returning to the online department, please refer to the Online Return section above.
I received an incorrect or faulty item.
No one likes discovering that the product they bought is damaged, faulty or incorrect! In the unlikely event this happens, please reach out to our Customer Service team for assistance via Live Chat or the Contact Us Form, so that we can resolve the matter as quickly as possible and with minimal inconvenience to you, our customer.
How long does it take to process my return and refund?
Once you have lodged your return, you do need to allow the shipping times of your chosen delivery company for the product to get back to us. If you sent your return via registered post we would suggest keeping an eye on your tracking. Once we receive your return, please allow 1-3 business days for it to be processed. Once your refund has been issued, you will be notified via email.
How will I be refunded for my online purchase?
Once your return has been processed, we will issue you with a refund back into your original payment method. If you paid via a City Beach Gift Card, we will send you a new Gift Card via email for the value of your return.
Where is my return label?
Our returns portal is administered solely by Australia Post. If you are not able to locate your return label, please ensure to check in your inbox and junk/spam folder for an email from Australia Post, not City Beach. If you have not received your label or have a payment query, we would recommend contacting Australia Post's Customer Service directly with your purchase information. Their contact number is 13 13 18, when prompted, quote "tracking enquiry" to reach the relevant department.