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Returns

We want you to love your new items, but we also understand that they may not be a perfect fit for you.  💔

Please read our policy below carefully to avoid rejection.

To submit a return request, click the RETURN REQUEST button below.

RETURN REQUEST

 

We only accept returns that have been registered and approved through our returns portal within 7 days of the delivery date for refunds, or 21 days for credits, provided they meet all other conditions outlined in our policy.

  • To be eligible for store credit, orders must be received back at our returns address within 30 days of your delivery date.
  • To be eligible for a refund*, orders must be received back at our returns address within 14 days of your delivery date. (Please see refund policy below)

If 30 days from delivery date has passed, your accepted return request will be cancelled and void, and unfortunately we will no longer be able to accept your return.  

To be eligible for a return:

  • Your items must be unworn, unused, unwashed, clean and free of any odour of any kind. (Tried on is ok of course!)
  • There must not be any sign of wear on the item, and must not smell of washing powder, perfumes, smoke, or body odour etc.
  • Items must not be covered in hair, fur or lint.
  • Tags must be originally attached - Tag removal voids return eligibility. 
  • All items must be folded neatly into the original protective packaging.
  • Any bows or packaging must be returned with the item.
  • Item must not be a final sale item*.
  • Orders must be received back at our returns address within 30 days of your delivery date.

We appreciate your respect for and compliance with our policies

Unfortunately, returns that do not meet policy criteria will be rejected and returned at your expense. 

Once your return is received and inspected, we will notify you of the approval or rejection of your return. Please allow up to 7 business days for returns to be processed. Not following the return policy eligibility will further delay processing.

You should consider using a trackable shipping service or purchase shipping insurance. We can’t guarantee that we will receive your returned items, if it gets lost in the post we are not liable for this. We also recommend handing your tracked parcel over the counter at the post office. 

Refunds (Aus only)

Whilst we are not required to provide refunds on returns due to incorrect choice including fitting or change of mind under Australian Consumer Law, we believe in our products so much that we offer a 14 day refund policy*. 😊

To keep our prices low, refunds of over $150 for change of mind or incorrect choice will incur a 10% restocking and service fee, store credits do not incur this fee. The 10% fee will apply to all refunds* if 5 or more items are returned for refund within a 6 month period.

Sale or discounted items cannot be returned for refund for change of mind or incorrect choice.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a refund will automatically be applied to your original method of payment only. The value will be equal to the amount you paid for that item (minus any potential fees).

Please allow us 7 business days to process your return once received. Refund time frame after processing depends on your bank or method of payment.

Pre-Order Policy

Pre-order Policy click here

Rewards 

Any rewards earned will be deducted on refunded items. If you choose store credits, you will keep your rewards. If the rewards balance was used on another order prior to returning your items, the returned items may only be eligible for store credits, or the rewards amount deducted from your refund amount.

Clearance Sale/End of the line Items 

All Clearance and/or final sale items are final sale, and are non-refundable, and cannot be returned or exchanged for change of mind or incorrect choice.*

We never want to disappoint our customers so we ensure this is communicated on the product description.

Lucky Dip Items

All Lucky Dip items are final sale and are non-refundable, and cannot be returned or exchanged for change of mind or incorrect choice.*

 

Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable*.

   

Store Credits

If you make a return for store credits, once your item has been inspected and approved the credits will be sent to you via the email on the original order.

Credits will be issued to the email address on your original order, and the credits will be visible and available to use at checkout on our website only logged in with the same email address. (The credits will not be available if you are logged into shop-app, you must choose alternative payment methods or logout to bring you back to our website.)

The value of your store credit or exchange will be equal to the purchase price that you paid, this means if you purchased the garment on sale or discounted, we will credit you the amount you paid, not the full retail price.

Exchanges

We do not offer exchanges on items. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted we will issue a store credit. You can then make a separate purchase for the new item.    

Exceptions / non-returnable items

Unless faulty, certain types of items cannot be returned, like custom products (such as special orders or personalised items), intimate or sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons. Face masks are not returnable due to health and hygiene reasons. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on final sale items* or gift cards.

Changing or cancelling an order

We cannot guarantee that we can change or cancel your order, as it is subject to staff availability. Notify us urgently by emailing hello@pawlie.co. If your order has been processed, we can no longer make changes or cancel the order. Please note that cancelling an order for a refund will incur a 10% restocking/service fee.

Damaged, missing & faulty Products 

Please inspect your items carefully upon receiving your delivery. If you received a damaged or faulty product or find a product missing from your order, please reach out immediately to report this issue. Reach out to us at hello@pawlie.co, with your order number and photos of the damage/fault including packaging so that we can evaluate the issue and make it right. 👍🏻

Sadly, nothing in the world is 100% free from faults. If on the rare and unfortunate occasion you happen to have an imperfect product, you have 21 days from delivery date to report a fault. Please note, we are not liable for damage caused by the customer at anytime or any damage caused after it left our control.

In some cases a photograph will be insufficient to determine if a product has a manufacturing defect. Because of this, we may request that you send the item to us for further inspection and we reserve the right to deny a claim of a faulty garment if we request to have the garment returned and you refuse.

Sales, promotions and discount codes*.

  1. Cannot be used in conjunction with any other offer. (unless stated)
  2. The code needs to be applied at checkout for the discount to apply. 
  3. We will not refund you for missed sales and/or missed code application.
  4. Discount refunds will not be given for missed code application or non applied discounts. (Please check the discount is taken off the amount before paying.)
  5. Discount or offers cannot be used before or after the offer/discount dates.
  6. Discounted items are non-refundable for change of mind or incorrect choice.*
  7. Sales/discounts are non-transferable.
  8. If you use a promo code/deal for a reduced price and/or free item and you return part of your order that made this eligible, the discount/deal will no longer be eligible, and you will be charged for the outstanding amount for the item/s in the promotion which would no longer apply, including shipping (if applicable).

Bundles, Mix & Match Deals Returns

Please contact Customer Support for information on specific return instructions. Sale and deal items are non-refundable*, however, credits might be available. Please note, final sale items added to these offers are non-returnable. If you return part of your order that made this offer eligible, the discount/offer will no longer be eligible, and you will be charged for the outstanding amount for the item/s in the promotion which would no longer apply.

Please note, sale items added to these offers are final.*

Returns on packages with free gifts

If your package included a free gift, that gift must be returned as per our return policy as well when requesting a refund/credit.  If you decide to keep the gift, the full retail value of that item will be deducted from your refund/credit. 

Replacement Orders

All replacement orders are not eligible for a refund as they hold no cash value. In order for your package to be eligible for a refund, the original order purchased must be returned as per our return policy.

Gift Returns

If you wish to exchange an item that was gifted to you, the original purchaser must initiate the return via our returns portal. 

Aftercare policy

Please note that contact with rough surfaces, accessories and velcro fasteners, etc. should be avoided since they can pull out the white fibres in the fabric, damaging the leggings’ appearance. We are not liable for any damages caused by the customer or in the customers care at anytime, this includes damage from finger nails and/or pets, and misuse. Please follow wash and care instructions. Pilling is not a fault. Read more on aftercare, click here.

Fabric and Print Disclaimer

We print on white fabrics so colours show as true and vibrant as possible. We can only print black inks onto coloured fabrics as coloured inks will not print its true colour, hence why we use white fabric for our vibrant patterns. 

Patterns and colours can only be printed onto the surface of the fabric in an un-stretched state. 

No matter what stretchy fabric is used for printed patterns, you will always get some form of print fade when the fabric is stretched like bending the knee, squatting etc. When fabric stretches the fibres part which creates gaps in the printed fabric and exposes the inner white fibres, this is unavoidable and is usually more noticeable in darker prints on white fabric, thicker fabric or fabric that has lots of stretch capability. 

It is impossible to have stretchy fabric that is 100% print fade proof when stretched.

Some of our fabrics can stretch beyond the recommended measurement sizes, over stretching the fabric creates extra space in the fabric weave which could make them less squat proof, the patterns less vibrant (faded from over stretching), allows more light through the fabric, and adds stress to the seams which could reduce longevity.

There may be slight differences in fabric textures and colours between batches. 

Colours will be different across ranges, products and fabrics.

Due to the specifics of the printing process, we cannot guarantee accurate placement for graphics on our printed apparel. 

Colour and Screen disclaimer

We use our best efforts to provide you with the best images and descriptions but unfortunately cannot guarantee that colours and details in website images are 100% accurate representations of the product, and sizes might in some cases be approximate.

Actual colours may vary. This is due to the fact that every computer monitor has a different capability to display colours and that everyone sees these colours differently. We try to edit our photos to show the samples as life-like as possible, but please understand the actual colour may vary slightly from your monitor. We cannot guarantee that the colour you see accurately portrays the true colour of the product. 

International Taxes and Customs fees

Depending on your order destination and fulfilment location, you might have to pay tax and customs fees. The fees may vary depending on the order value, country limits, etc. We are not responsible for these fees, these are beyond our control and you are liable to pay them. Unpaid taxes and customs fees will mean your items are returned to our facility. You will be liable for the fees associated with the return to the facility and processing/handling costs. These costs will be deducted from your credits as we won't re-ship this to you due to the likelihood of this happening again. We cannot absorb the costs that occur on your behalf. 

Wrong Address 

If you provide an address that is considered insufficient by the courier, the shipment may be returned to our facility. You will be liable for any RTS costs endured and reshipment costs once we have confirmed an updated address with you (if and as applicable). We are not liable if the shipment is not returned to our facility and/or goes missing.

Unclaimed

Shipments that go unclaimed are returned to our facility and you will be liable for any RTS costs endured and the cost of a reshipment to yourself (if and as applicable). We will attempt to make contact with you, if no contact is received from you after 4 weeks refunds/credits will no longer be available.

Not Received

Shipments that have not been received but tracking shows delivered, you must let us know within 1 day of the tracking showing delivered. You must reach out to Australia Post who will provide the exact location of delivery through photos and GPS tracking, and a reference number. We are not liable for damaged or missing parcels after it has been delivered.

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Refunds are not available for any shipments that have the wrong address provided, unclaimed, or are returned to us for any reason. We do not refund any orders that are claimed missing and/or lost after delivery.