Returns Policy

Our Change of Mind Policy

At Country Road, we are happy to offer you a refund or exchange for change of mind on most full price and reduced merchandise. The following change of mind timeframes apply:

  • In-store:
    30 days from date of purchase
  • Online (Australia/NewZealand):
    30 days from date of delivery
  • Online (International):
    45 days from order placement.

Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:

  • Proof of purchase is accompanied with the returned merchandise;
  • The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
  • For swimwear, all hygiene stickers are intact.
  • Any discounts received at the time of purchase will be carried over.

Exceptions to our change of mind policy

Our change of mind policy does not apply to the following merchandise:

  • Earrings, hair pieces, hosiery and underwear
    Due to hygiene reasons, earrings, hair pieces, hosiery and underwear are unable to be returned for change of mind.
  • Personalisation
    Personalised items cannot be returned for a refund or exchange for change of mind.

    Learn more about personalise

    Personalise Terms & Conditions


Consumer Guarantees

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us.  If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.


Returning your purchase

How you purchased your item

Online Purchases

Items purchased online may be returned to any Country Road store (excluding David Jones, Myer & Outlet stores) or by post to Country Road online for a full refund or exchange. 

In-store Purchases

Items purchased in-store may be returned to any Country Road store for a full refund or exchange.

Country Road items purchased in a David Jones or Myer store are subject to their returns policies and procedures.

Please note: Country Road online cannot process returns or exchanges for items that have been purchased and/or exchanged in store.

AfterPay Purchases

The below policies apply, and items can only be returned as ticked below:

PURCHASE LOCATION RETURN LOCATION EXCHANGE RETURN FOR GIFT CARD RETURN FOR REFUND
In-store In-store * **
Online In-store * **
In-store Online
Online Online

*Exchanges for product of equal value only.
** Australia only.

PayPal Purchases

Orders made via PayPal may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.

International Purchases

  • If your purchase was made via the eShopWorld checkout, please login to the eShopWorld returns portal, for further instructions on how to return your order. Please check the packing slip included with your order to determine whether it was dispatched by eShopworld.
  • If your purchase was not made via the eShopWorld checkout, please return your order to the returns address listed above, following the instructions on the packing slip included with your order.
  • International orders cannot be returned to Country Road stores.
  • International orders cannot be exchanged, and will be refunded in full upon return. If you require an exchange, please place a new order at www.countryroad.com

 


How to return or exchange a purchase

At a store

  • Simply show your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase at any Country Road store within 30 days of delivery where our store staff will be happy to assist you.
  • Online AfterPay purchases can only be exchanged for product of equal value at Country Road stores.
  • International orders cannot be returned at Country Road stores.

Find a Store

 

By Post

  • Customers are responsible for all return postage costs for change of mind returns and exchanges. If you are returning or exchanging a faulty, damaged or incorrectly described item, Country Road will refund all associated return packaging and postage costs.
  • To return your order via post, simply complete the returns form enclosed with your order or for returns within Australia, Create a Return, and send it back to the below address relevant to your country along with the item(s) you wish to return within 30 days of delivery (or 45 days of order placement for international orders).
  • Please ensure your return parcel is securely packaged and both sender’s address and Country Road online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
  • Online purchases that have previously been exchanged in store can only be returned in store and not to the below returns address.
  • Please allow 10 business days from the day your parcel is delivered to our distribution centre for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
  • AfterPay online purchases returned by post to the below address will be refunded. Unfortunately we are unable to process exchanges on online AfterPay orders via this method.
  • If exchanging via post, please return your unwanted item as above, noting the style/size you wish to exchange on the returns slip provided. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed.
AUSTRALIAN RETURNS

Easy Returns with Australia Post

1. Enter your details and payment
2. Print your label
3. Post your parcel.

How it works
Create a Return

Country Road Online Returns
Hoppers Crossing DC
PO Box 4140
HOPPERS CROSSING VIC 3029
Australia

NEW ZEALAND RETURNS

Country Road Online Returns
Level 1, 12 Eden Street
Newmarket, 1023
Auckland, New Zealand

INTERNATIONAL NON-ESHOPWORLD* RETURNS

Country Road Online Returns
Hoppers Crossing DC
PO Box 4140
HOPPERS CROSSING VIC 3029
Australia

*Please check the packing slip included with your order to determine whether it was dispatched by eShopWorld.

Via eShopWorld

  • If your purchase was made via the eShopWorld checkout, please login to the eShopWorld returns portal, for further instructions on how to return your order. Please check the packing slip included with your order to determine whether it was dispatched by eShopworld.
  • If your purchase was not made via the eShopWorld checkout, please return your order to the returns address listed above, following the instructions on the packing slip included with your order.
  • International orders cannot be returned to Country Road stores.
  • International orders cannot be exchanged, and will be refunded in full upon return. If you require an exchange, please place a new order at www.countryroad.com.
INTERNATIONAL ESHOPWORLD* RETURNS

Please visit the eShopWorld returns portal to lodge your return.

eShopWorld Returns Portal

*Please check the packing slip included with your order to determine whether it was dispatched by eShopWorld.


Online cancellations & order amendments

Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

    • Change of delivery address
    • Changes to colours and sizes
    • Adding or removing items
    • Applying discounts
    • Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.


 

Country Road Watch Warranty

The Warranty

  1. Your Country Road watch is warranted by Country Road Clothing Pty Ltd (ACN 005 419 447), 658 Church Street, Cremorne, Victoria 3121.
  2. In addition to any other rights or remedies you may have at law, this warranty expressly covers replacement (or where a replacement is not available, a refund) of the watch as a result of any manufacturing and material defects for a period of 12 months from the date of purchase.
  3. This warranty excludes:
    • any accidental loss or damage such as scratches and cracks;
    • damage caused by water, moisture or general wear and tear; and
    • damage caused by abuse or misuse of the watch or usage not in accordance with the care instructions.
  4. Any damage caused by alternations or repairs performed by someone other than Country Road may void the warranty, where the fault is as a result of that repair or alteration.
  5. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Procedure For Claims

  1. In the case of a defect, please visit your nearest Country Road store, or contact Country Road Customer Service
  2. Warranty claims are required to be accompanied by proof of purchase.
  3. Where the watch is determined to be covered by this warranty, Country Road will cover any reasonable expenses incurred by you associated with the warranty claim, such as postage or delivery costs. Please contact Country Road Customer Service to arrange return of the watch.