Exchanges and returns
Exchanges and returns
We want you to feel comfortable shopping with Australian Heritage. If something isn’t quite right, our team is here to help.
30-Day Change-of-Mind Returns
Changed your mind? No worries.
Australian Heritage offers a 30-day change-of-mind return period, starting from the day your order is delivered.
For a change-of-mind return to be accepted, the item must:
- Be unworn and unused
- Be clean and undamaged
- Include all original accessories and parts
- Have its original tags attached, where applicable
- Be returned in its original packaging where reasonably possible
Please handle your items with care while deciding whether they are right for you.
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, significantly different from its description or incorrect, please contact us as soon as possible.
Please include photographs of the item so our customer service team can assess the issue and help arrange an appropriate solution.
Your rights in relation to faulty or defective products are protected by the Australian Consumer Law and are separate from our 30-day change-of-mind policy.
Nothing in this Returns Policy is intended to exclude or limit any rights you may have under Australian Consumer Law.
If an item is confirmed to have a fault covered by Australian Consumer Law, reasonable return shipping costs will be handled or reimbursed where required by law.
How Do I Start a Return?
Before returning your order, please contact our customer service team.
Email us at:
support@australian-heritage.com
Please include:
- Your order number
- Your full name
- Your delivery address
- The item you would like to return
- Your reason for the return
- Photos of the product if it is damaged, faulty or incorrect
Our team will review your request and provide you with the correct return instructions and return address.
Please do not return your parcel to the address shown on the original shipping label. This may not be our returns facility and could result in your return being lost or delayed.
Where Do I Send My Return?
Australian Heritage works with international fulfilment partners.
Depending on the product and fulfilment location, returns may need to be sent to our central returns facility in Asia.
The correct return address will always be provided by our customer service team after your return request has been reviewed.
For ordinary change-of-mind returns, the cost of returning the parcel is the responsibility of the customer.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
Return Processing
Once your return has arrived at our returns facility, we aim to inspect and process it within 7 business days.
If your change-of-mind return meets the conditions above, your refund will be issued to your original payment method.
Please allow additional time for your bank or payment provider to process the refund.
Can a Return Be Refused?
We may refuse a change-of-mind return if the product:
- Has been worn or used
- Has been damaged after delivery
- Is dirty or not returned in a suitable condition
- Is missing parts, accessories or tags
- Does not otherwise meet the conditions of our change-of-mind policy
These conditions apply only to voluntary change-of-mind returns and do not limit your rights regarding faulty or non-compliant products under Australian Consumer Law.
Need Help?
If you have any questions about a return, please contact our friendly customer service team at:
support@australian-heritage.com
We’ll be happy to help.