Refund policy
Returns, Exchanges & Refunds
We offer a 30-day return policy, which means you have 30 days after receiving your order to request an eligible return or exchange.
Our 30-day policy applies to voluntary change-of-mind and change-of-size returns. It does not limit any rights you may have in relation to faulty, damaged, incorrect, misdescribed or otherwise non-compliant goods under the Australian Consumer Law or other applicable consumer laws.
Eligibility
To be eligible for a voluntary change-of-mind or change-of-size return, your item must be unworn, unwashed and in its original condition, with its original tags attached and free from marks, damage, odours and deodorant stains.
You will also need your order number or other proof of purchase.
Australian Returns
For orders delivered within Australia, returns and exchanges are managed through our online Returns Portal:
https://earthletica.com/a/returnzap
Please do not send an Australian return back without first lodging it through the Returns Portal.
For eligible Australian returns, you can choose from the following options:
- Exchange for a different size: Return shipping is free. Any discount applied to your original purchase will be honoured on the approved size exchange.
- Store credit: Receive store credit with a 10% bonus and free return shipping.
- Refund: Receive a refund to your original payment method. The applicable return-postage cost will be deducted from your refund. The exact amount will be shown in the Returns Portal before you confirm your return.
Exchanges are subject to stock availability.
International Returns
For orders delivered outside Australia, eligible voluntary change-of-mind and change-of-size returns must be requested within 30 days of delivery.
To request an international return, please email hello@earthletica.com and include:
- your order number;
- the item you would like to return;
- the reason for the return; and
- whether you would prefer an exchange, store credit or refund.
Please do not send an international return until we have approved your request and provided the return address and instructions.
International customers are responsible for arranging and paying for tracked return shipping to Australia for voluntary change-of-mind and change-of-size returns. Earthletica does not provide prepaid international return labels or cover or reimburse these return-shipping costs.
Eligible international customers may request:
- an exchange for a different size, subject to stock availability;
- store credit with a 10% bonus; or
- a refund to the original payment method.
We recommend using a tracked postal or courier service and retaining your postage receipt and tracking information until your return has been received and processed.
Original delivery charges, import duties, customs charges and taxes are not refundable for voluntary change-of-mind or change-of-size returns, except where a refund is required under applicable law.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty or damaged, does not match its description, or if you receive the wrong item.
For Australian orders, please lodge the issue through our Returns Portal and select the appropriate return reason:
https://earthletica.com/a/returnzap
For international orders, please email hello@earthletica.com with your order number, a description of the issue and clear photographs showing the problem.
Please do not send the item back until you have received return instructions from us.
Where an item does not meet an applicable consumer guarantee or other mandatory legal requirement, we will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.
Earthletica will cover or reimburse reasonable return-shipping costs where required by applicable law.
The 30-day voluntary return period and the eligibility requirements in this policy do not limit any rights you may have in relation to faulty, damaged, incorrect, misdescribed or otherwise non-compliant goods.
Sale Items and Gift Cards
Sale items and gift cards are not eligible for voluntary change-of-mind returns, exchanges or store credit unless expressly stated otherwise or required by applicable law.
This does not affect any rights or remedies available under applicable consumer law, including rights relating to faulty, damaged, incorrect or misdescribed goods.
Exchanges
Approved exchanges will be processed once we have received and inspected the returned item.
All exchanges are subject to stock availability. If your requested exchange item is unavailable, we will contact you to discuss the available alternatives.
For international size exchanges, the customer is responsible for the cost of returning the original item to Australia. If a shipping charge applies to sending the replacement item, we will confirm that charge before processing the exchange.
European Union and United Kingdom Cooling-off Rights
Customers in the European Union and United Kingdom may have a statutory right to cancel an eligible online purchase within 14 days of receiving it without giving a reason.
Where this right applies, please notify us at hello@earthletica.com within the applicable cancellation period and return the goods within the period required by law.
Unless otherwise agreed by Earthletica or required by applicable law, the customer is responsible for the direct cost of returning the goods to Australia.
We will refund any amounts required by applicable law, including the cost of standard outbound delivery where applicable. Any additional amount paid for an upgraded or expedited delivery service may not be refundable.
This section does not limit any longer or more favourable right available under this policy or applicable law.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days, or within any shorter period required by applicable law.
For eligible Australian voluntary returns, the applicable return-postage cost will be deducted from the refund before it is processed. International customers arrange and pay for their own voluntary return shipping directly.
Original outbound delivery charges are not refundable for voluntary change-of-mind or change-of-size returns, except where a refund of those charges is required by applicable law.
Please allow additional time for your bank or card provider to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at hello@earthletica.com.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.
Our voluntary change-of-mind return policy is offered in addition to those rights.
How to Return an Australian Order
- Visit https://earthletica.com/a/returnzap.
- Enter your order number and email address.
- Select the item you would like to return.
- Choose an eligible exchange, store credit or refund.
- Follow the prompts. If a return-postage charge applies, it will be shown before you confirm your return.
- Print your return label or use the supplied QR code at an Australia Post outlet.
- Lodge your parcel and retain your lodgement receipt.
You will receive email updates throughout the return process.
How to Return an International Order
- Email hello@earthletica.com within 30 days of receiving your order.
- Include your order number, the item you would like to return, the reason for the return and your preferred return option.
- Wait for Earthletica to approve the return and provide the return address and instructions.
- Arrange tracked return shipping to Australia at your own cost.
- Retain your postage receipt and tracking information until your return has been received and processed.
