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! We’ve also got Instant refunds* with Refundid© available for Australian customers.
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 'Buy-Now-Pay-Later' purchases can only be exchanged in-store for equal or greater value. To return for a refund, please follow the Online Return process.
- City Beach has partnered with Refundid© to give you access your refund instantly before you've even sent back your order. Select Instant Refund in the returns form below to get started!
- Unfortunately, in-store refunds and gift cards are not applicable to 'Buy-Now-Pay-Later' orders.
- Please see list of our 'Buy-Now-Pay-Later' options below:
- Paypal, Afterpay, Zip, Klarna, Humm, Latitude Pay, LayBuy & OpenPay
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.
Products purchased online can be returned for change of mind for either an instant refund* or a standard refund.
- Instant refunds* are an option that is available to our online orders where you can receive your refund within 60 secs!
- For more information on our refund types please refer to the corresponding sections below.
City Beach's instant refunds are powered by Refundid©. Instant refunds* are an option provided to our online orders where you can receive your instant refund within 60 secs*!
- Available to Australian customers only.
- Link you details to Refundid©.
- Your return's packaging label will be generated with Refunded and is required to be shipped within 10 days.
- Items purchased with (or partially paid with) gift cards can not be returned for an instant refund*.
- Returned items must adhere to our "Return Policy" located above.
- A parcel processing fee of $9.00 will be deducted from the refund total.
- For any instant refund enquiries feel free to checkout our FAQs, here, or contact Refundid© on firstname.lastname@example.org
For a standard refund please refer to the below steps.
1. Book your online return via our Return Portal above for an instant 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 orshoe 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 costsfor 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. If you select the instant refund* option, you will receive your funds within 60 seconds which can be used to make your new 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 'Buy-Now-Pay-Later'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 'Buy-Now-Pay-Later' 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 "Book Online Order Returns" section above.
What is Refundid?
Refundid© provides shoppers instant refunds* for their returns. No need to wait for your order to be shipped back and checked before you’re issued a refund. Use Refundid© to getyour refund before you’ve even sent back your items. With Refundid© your refund appears in your account in under 60 seconds.
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 matteras 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, if you have opted in for an instant refund with Refundid©, the refund will enter your account within 60 seconds. If you have chosen a normal refund, you do need to allowthe 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 forit to be processed. Once your refund has been issued, you will be notified via email.
How will I be refunded for my online purchase?
If you have chosen to get an instant refund* through Refundid© for an instant refund*, you will be refunded directly to your bank account as soon as the return is lodged. If you’ve chosen to get a standard refund,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 labelor 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.