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Returns & Exchanges

 

This Return & Exchange Policy relates to purchases made on the Decjuba website only.

 

When can you return or exchange merchandise?

Faulty or damaged merchandise

Any item believed to be faulty or damaged can be returned at any time, whether or not that item was purchased during a temporary promotion or sale.

Change of mind returns

If you change your mind, you can return merchandise purchased online at any time within fourteen days of receipt for a refund or an exchange, with the exclusion of marked down merchandise from the sale category and shoes that have been worn. 

 

Where can I return or exchange merchandise?

Customers are more than welcome to return or exchange online purchases for free in any full price Decjuba store in Australia for a refund or an exchange. All in store refunds must be processed onto the original credit card used for purchase. 

Alternatively, customers are welcome to post online purchases back to the Decjuba Warehouse for a return or exchange.

Online purchases cannot be returned or exchanged in New Zealand stores, all international customers must post merchandise back to the Decjuba warehouse in Australia for processing. 

All online purchases sent to the Decjuba Warehouse for a return or exchange must be posted to the below address. Please include a copy of the order invoice when returning merchandise, noting your request.

 

Decjuba 101 Warehousing
66 Dunmore Drive
Truganina
Victoria 3029
Australia
Attn: Decjuba Online Returns

 

Condition of returned or exchanged merchandise

We will happily accept the return or exchange of merchandise that has been purchased online and returned to us in its unworn and original condition with labels and swing tags intact. This requirement does not apply to items which are returned or exchanged because they are faulty or damaged.

 

Faulty or damaged merchandise

We want you to be completely happy with your online purchases, if you are not happy with an item that you have received  because you believe it is faulty or was damaged, it can be returned at any time. Please let us know in writing, quoting your customer order number.  

If an item is faulty or damaged, we will replace it. Alternatively, we can issue you with your choice of a credit note or a refund of the purchase price in exchange for the faulty or damaged item.

 

Credit card refunds

If you return merchandise in a full price store in Australia, please ensure that you bring the credit card used for the original payment, this allows us to process your return and refund the payment to you.

If you return merchandise to the Decjuba Warehouse, refunds are securely processed back into the credit card used for the original payment.

 

Return postage and handling costs

You are responsible for payment of delivery charges incurred in returning merchandise to us, including faulty and damaged items.

We will not refund postage if postage was paid for the original delivery.

We recommend that you return merchandise either in person at a full price Decjuba store in Australia, or by posting the merchandise back to the Decjuba Warehouse by registered post or courier to ensure it is received. We are not responsible for merchandise that is lost in transit.

All merchandise returned to us must be packaged appropriately.

 

Queries

If you have any queries about this Return & Exchange Policy, please contact our customer service team via email at customerservice@decjuba.com.au or via phone on 03 9411 0214.

Decjuba Returns & Exchanges