Returns

Should you wish to make a return, please lodge your request using our returns portal within 7 days of receiving your order. Your return request will be reviewed by our team within 48 business hours. Once approved, you will receive an email confirmation with your return postal slip and details.

Please allow up to 5 business days for us to process your return once it reaches our HQ in Adelaide, Australia.

• The goods are in saleable condition, in their original packaging with all tags attached
• The goods have not been worn, damaged or washed
• You notify us to return within 7 days of receiving your goods
• The original invoice as proof of purchase is provided

Items that do not follow the above conditions may be subject to the denial of a return or refund. The cost of return shipping will then be billed to the customer if the item is not in the above condition, via the original payment method. 

Full priced items – Eligible for a refund, store credit or exchange if criteria are met.
Flash sale promotion items – Items that are purchased during a flash sale promotion with a set discount/coupon code (such as Cyber Weekend and Black Friday) are eligible for a credit note only (unless the item is faulty and meets the criteria for a refund). You agree to these terms and conditions when placing your order.
Sale – Items that are end of season or final markdown sale are NOT eligible for a refund, exchange or credit note. These items are FINAL SALE and cannot be returned.
Faulty/damaged items – Please follow the prompts on our returns portal and a team member will be in touch. 

 

Change of Mind/Sizing:
Return for refund: Return shipping label paid by customer on TWG returns portal
Return for exchange: Free return shipping label provided by TWG to customer
Returns for Store Credit: Return shipping label paid by the customer on TWG returns portal  

Incorrect item received/faulty:
Return for refund: Free return shipping label provided by TWG to customer
Return for exchange: Free return shipping label provided by TWG to customer
Returns for Store Credit: Free return shipping label provided by TWG to customer

We offer our customers a 15% bonus credit for store credit returns via our returns portal. 115% of the original purchase value is added to an e-gift card, once the item has been returned and assessed by our team.

We offer free sitewide exchanges for all customers via our returns portal when lodged within 7 days of receiving the item.

We offer refunds to our customers who have purchased full price items, within 7 days of receiving their order. Please submit your return request via our returns portal. A returns slip will be provided at the cost of the customer. Please note returns for refund shipping costs are to be covered by the customer. The cost will vary depending on the shipping location.

* Please note that card refunds may take up to 10 business days for your bank to complete. This can vary greatly between card issuers and unfortunately, we are unable to influence this.
The total amount of the purchase will be refunded excluding shipping.

We do apologise for any inconvenience a faulty product may cause and will refund at our discretion for any items deemed faulty. Please note that goods that are damaged as a result of wear and tear are not considered to be faulty.
Both the cost of the item plus shipping will be refunded in the case of an approved faulty item.

Please choose carefully, all styles marked down, displaying the red sale sticker are FINAL SALE. We are not able to facilitate size exchanges, credit notes, or change of mind returns or refunds, unless the item is deemed faulty.

*When checking out and making your purchase from our Sale page, you are agreeing to the above terms of sale.