Refund policy

If you are not completely satisfied with your purchase, we are happy to accept returns on eligible item(s) for a refund or exchange. 

 

RETURN ELIGIBILITY

Please read the following carefully to determine if your item qualifies for return:

·       We accept returns on selected items within 30 days of the delivery date, provided the item is received back at our warehouse within this period.

·       Items must be returned in their original condition - unused and unworn, and with all original packaging, swing tags, and any security devices (DNA) still attached. If you no longer have the original packaging, please use packaging that is secure and as protective of the products being returned to us as the original packaging.

·       Items that do not meet the above condition will not be accepted for a refund or exchange and will be returned to the customer.

 

REFUNDS

·       Refunds will be issued via the original payment method within 14 business days of receiving the returned item(s) at our warehouse.

·       Please allow additional time after your refund has been processed for your financial institution to complete the refund transaction.

 

RETURN SHIPPING RESPONSIBILITY

·       The purchaser is responsible for all shipping costs associated with returning item(s) to American Needle AU Online Store.

·       We accept returns from international customers; however, all shipping costs, including any customs duties or taxes associated with returning the item(s), are the responsibility of the customer.

·       We strongly recommend using a tracked and insured postal service, as returned items remain the property and responsibility of the customer until received at our warehouse.

·       American Needle AU Online Store is not responsible for returns lost in transit. Please retain your tracking number and proof of postage.

 

EXCHANGES

·       To ensure you don’t miss out on your preferred item (e.g. different size or colour), we recommend placing a new order for the item you'd like from the American Needle AU Online Store, then following the return process below for your original item.

·       Once we receive your returned item, we will process a refund to your original payment method.

·       If you did request an exchange and the item you are after is out of stock, we will refund your order instead.

 

HOW TO RETURN AN ITEM

1.       Download and print our return/exchange form: Download here. Please note: if you are unable to print the form, please include a handwritten note with the required information for return.

2.      Fill in all relevant information

3.      Place the form inside your return parcel to ensure we can process your request as quickly and smoothly as possible and send your parcel to the address outlined on the return form.

 

FAULTY, DAMAGED OR INCORRECT ITEMS

All products undergo quality checks by our team before dispatch, but if your item arrives damaged, faulty, incorrect, or mis-described, we’ll do everything we can to resolve the issue quickly.

Please email customerservice@americanneedle.com.au with:

·       Your order number

·       A description of the issue

·       Clear photos of the item (if possible)

Our team will respond as soon as possible to guide you through the next steps.

Our returns policy does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, or not as described, you are entitled to a replacement, repair or refund.

 

NEED HELP?

If you have any questions or require assistance, please email our customer service team at customerservice@americanneedle.com.au and we are happy to assist.