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FAQ - Returns & Exchanges

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What is your Australian returns policy?

We want shopping with DECJUBA to be easy.

What is your Australian returns policy?

IN STORE PURCHASES

Exchanges:

Within 14 days of purchase, you can exchange your item or receive a credit note for purchases made online or from any full price Decjuba or Decjuba kids store.

Provided:

  • You have proof of purchase
  • Products are returned unworn, undamaged, and with original tags

    Returns:

Within 7 days of purchase, you can return your item and receive a refund to your original payment method for purchases made online or from any full price DECJUBA or DECJUBA Kids store.

Provided:

  • You have proof of purchase
  • Products were purchased at original retail price
  • Products are returned unworn, undamaged, and in with original tags

Please note, we are unable to accept returns on:
• Sale items - however will happily provide an exchange for an alternate size or colour.
• Jewellery, swimwear, and bodysuits - due to hygiene reasons.

Please note, all in store purchases must be returned to store.

ONLINE PURCHASES

Within 14 days of purchase, you can return your item and receive a refund to your original payment method via our online return portal or in your closest store.

Provided:
• Products were purchased at original retail price
• Products are returned unworn, undamaged, and in with original tags

Please note, we are unable to accept returns on:
• Sale items
• Jewellery, swimwear, and bodysuits - due to hygiene reasons.

Online returns portal:

  • Our new online returns portal makes returns & exchanges easy. Simply follow the steps, pay for postage and take your return to your selected location. For more details on our portal click here.
  • Please note, we are unable to refund postage for your original order.
  • When your return is received at our warehouse, please allow up to 7 business days for it to be processed. You will be notified via email as soon as your return has been completed.
  • Please note, we are not responsible for merchandise returned to our online store that is lost in transit or for any return postage charges incurred, excluding the return of faulty stock.

Returning in store:
• If you wish to return your online purchase in store, please note that you must return to the corresponding store – ie: DECJUBA & D-LUXE items to any DECJUBA store, DECJUBA Kids items to any DECJUBA Kids store.

  • We are unable to process refunds in store for purchases made online using Afterpay, Zip or Klarna, however we will happily offer an exchange for an alternate colour/size.
  • Please note, we are not responsible for merchandise returned to our online store that is lost in transit or for any return postage charges incurred, excluding the return of faulty stock.
    • We are unable to refund postage if postage was paid for the original delivery.

    PURCHASES FROM THE ICONIC:
    • All purchases made through The Iconic must be directly returned through The Iconic Returns Portal, we will not accept any returns to our store or warehouse.

Where can I download the online return & exchange form?

If you are missing a Returns & Exchanges card from your delivery you can download our New Zealand form here. For all Australian returns, please use our returns portal here.

Merchandise purchased online and being posted back to our DECJUBA Warehouse for a return or exchange must be posted to the relevant address on your return form and the return form included inside your package.

From the moment your return is delivered into our warehouse, please allow 7-10 business days for our warehouse team to open and thoroughly check your return, and for us to process your refund or exchange.

Please ensure that you choose a traceable return postage method to track the journey of your package back to us.

How can I use the online returns portal?

Our online returns portal is super easy & now available for all Australian customer orders. Click here to begin the process:

  • Enter the portal & fill in your DECJUBA order details
  • Select the items which you would like to return
  • Copy your return authorisation number to clipboard
  • When prompted, continue to Australia Post website
  • Paste your return authorisation number
  • Fill in your details
  • Complete and pay for your postage
  • Either drop off your return at your selected location (no need for a printer) or print your return label and drop it off at any Auspost box


Online returns postage

For all Australian returns, please use our returns portal here to organise and pay for your returns postage. For all New Zealand online returns via post, we recommend posting using a tracked service to ensure your return is received in a timely and secure manner

Need to access the Returns Portal again?

f you are in the middle of processing your return, and you have closed your browser, please use the below link to restart your return.

https://return.auspost.com.au/DECJUBA

If you need further assistance please contact customerservice@decjuba.com.au


Can I exchange an item online?

Unfortunately, we are currently unable to process exchanges from our Online store. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in Returns & Exchanges.

Online Return Postage

If you need to return merchandise purchased online via post, we recommend posting using a tracked service to ensure it is received in a timely and secure manner.

Merchandise being returned to our online store must meet the online return requirements and be packaged appropriately.

We are not responsible for merchandise returned to our online store that is lost in transit or for any return postage charges incurred, excluding the return of faulty stock.

We are unable to refund postage if postage was paid for the original delivery.

What is your New Zealand returns policy

IN STORE PURCHASES

Exchanges:

Within 14 days of purchase, you can exchange your item or receive a credit note for purchases made online or from any full price Decjuba store.

Provided:

  • You have proof of purchase
  • Products are returned unworn, undamaged, and with original tags

Returns:

Within 7 days of purchase, you can return your item and receive a refund to your original payment method for purchases made online or from any full price DECJUBA store.

Provided:

  • You have proof of purchase
  • Products were purchased at the original retail price
  • Products are returned unworn, undamaged, and in with original tags
  • Please note, we are unable to accept returns on:

• Sale items - however will happily provide an exchange for an alternate size or colour.
• Jewellery, swimwear, and bodysuits - due to hygiene reasons.

Please note, all in store purchases must be returned to store.

ONLINE PURCHASES

All online purchases can either be returned online or in your closest store within 14 days of purchase to your original payment method. Provided:
• Products were purchased at original retail price
• Products are returned unworn, undamaged, and in with original tags

Please note, we are unable to accept returns on:
• Sale items - however will happily provide an exchange for an alternate size or colour.
• Jewellery, swimwear, and bodysuits - due to hygiene reasons.


We are unable to process refunds instore for purchases made online using Afterpay, however will happily offer an exchange for an alternate colour/size.

To make a return, please download and complete this form. and either visit your local store or return to our online store. All online returns should be posted to:

DECJUBA Online Returns
DSL LOGISTICS x DECJUBA
20 Verissimo drive
PO Box 201080
Mangere, Auckland, 2022
New Zealand

How do I return a faulty item?

Occasionally a faulty item makes its way into our amazing range. Don't worry, you can return a faulty item in-store or via post at any time for a refund, exchange, or store credit. If the item was purchased via Zip or Afterpay and you require a refund please contact customerservice@decjuba.com.au

If you believe that you have received faulty or damaged merchandise from an online purchase, please let us know in writing quoting your order number before posting it back,

If you believe that you have received faulty or damaged merchandise from a store purchase, please return the merchandise to a store with a valid in-store receipt. If you can’t make it into a store, please let us know in writing.

How will I be refunded & when will I receive my refund?

If you are returning merchandise to our online store for a refund, all refunds are securely processed back onto the method used for the original payment.

Depending on post time frames, most returns are generally received at our online store within 7 business days.

From the moment your return is delivered into our warehouse, please allow up to 7 business days for our warehouse team to open and thoroughly check your returns, and for us to process your refund or exchange. Once your return request is completed, you will be notified via email.

Once a refund has been processed, the funds usually clear overnight however this is dependent on your financial institution and their processing time frames. Please note this may take 1-3 business days and is not in our control.

Can I return or exchange sale items purchased online?

We hope you love your online purchases however, sale items purchased online or in-store cannot be returned for a refund or credit due to change of mind reasons, only if deemed faulty.

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DECJUBA acknowledges the people of the Kulin Nation, the traditional owners of the land on which we work. We pay our respect to Elders past, present and emerging.

© 2021 DECJUBA

DECJUBA acknowledges the people of the Kulin Nation, the traditional owners of the land on which we work. We pay our respect to Elders past, present and emerging.