Refund policy
Online orders can be returned for a refund, exchange or store credit within 14 days of the order placement for all non-defective items (excluding sales purchase).
There are certain situations where refunds are not granted:
- When you changed your mind.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
- In the case of change of mind (only exchange or store credit is available).
Defective Orders: Refunds and/or store credit will be issued for defective orders returned within 14 days of the order placement. International orders may be subject to extended return periods at our discretion. Online purchases only.
Store Credits: Credits can be used for future online purchases and are valid for up to 6 months from the date of issue. Please note: Sale items are final and not eligible for refund, exchange, or store credit.
Return Shipping: Customers are responsible for return shipping costs, which are non-refundable.
Return Condition: All items must be returned in their original, unworn, unwashed, and unaltered condition, free of damage and postal labels. Please handle items carefully during try-on to avoid contact with substances like fake tan, makeup, or perfume. Returns not meeting these criteria will be denied.
Return Process: Once your return is received and inspected, we will email you to confirm receipt and approval or rejection of your refund.
Return Address: 163 Glenferrie Road Malvern VIC 3144 Australia
Unavailable Products: If a product is unavailable after your order is processed, we will notify you promptly via email or phone. You'll have the option to cancel the order for a full refund if payment has already been made.
Processing Time: Please allow 7-10 days from receipt of your return for processing. We'll email you once your return is processed. Note that your bank may require additional time to post the refund to your account.
Refunds: If your return is approved, the refund will be processed to your original payment method within a specific timeframe.
Late or Missing Refunds: If you haven’t received your refund, please check your bank account first, then contact your credit card company or bank. If you still haven't received your refund, contact us at info@runwaysecrets.com.au.
Sale Items: Only regular-priced items are eligible for refunds; sale items cannot be refunded.
Gifts: Gifted items can be returned for store credit. If the item was marked as a gift, you'll receive a gift credit upon return receipt. If the item wasn't marked as a gift, the refund will be issued to the original purchaser.
Feedback: We value your feedback! Please contact our Customer Care team at info@runwaysecrets.com.au with any questions or concerns regarding our policies.
Additional Information: For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of returned items.