RETURNS & EXCHANGES
Please note as a small business we do not offer full refunds for any purchase unless it is damaged, defective or faulty as in accordance with the Australian Competition and Consumer Commission. This includes no refunds for ‘change of mind’ purchases such as selecting the wrong size or colour. However in some instances we may offer a store-credit note. Please refer to our current returns and exchange policies below. We reserve the right to refuse to accept a return if we believe the item breaches our returns terms and conditions.
We love to help you shop in-store which is why we don’t offer refunds for purchases made in one of our retail shops unless the item is defective, faulty or damaged. This includes changing your mind about the size, colour or fit for a fashion item. However we want our customers to be satisfied and we are happy to offer a store credit for fashion items only if you wish to return it, strictly within 7 days of purchase. Please note it must meet our return guidelines and we reserve the right to decline this offer for a store credit if we believe the item in question breaches these guidelines in anyway. No change-of-mind returns after 7 days.
We appreciate shopping online for fashion can be tricky and so if you need to return something we can offer a store credit note for a full-priced fashion item (please note this only applies to fashion and excludes certain items such as swimwear - please see below for more details). We are not required to offer full refunds for any purchase unless it is faulty, defective or damaged. Return requests must adhere to our strict return guidelines. Please see below for details on how to return an item purchased online.
All sales are final. Sale items in-store and online have been reduced which is why we don’t offer exchanges, returns or store credit on these items. We will only offer a full refund for a sale item if it’s defective, faulty or damaged.
FAULTY & DAMAGED ITEMS
We carefully inspect every order to make sure it’s in perfect condition and of the highest quality before it is shipped to you. However if you believe that your item has a defect / fault please contact us within 24 hours of receiving your order by emailing us at firstname.lastname@example.org with your order number / invoice and a description of the problem along with photos of the following…
The shipping label on the box
The damage to the product
And anything else you think might be useful (the more photos the better!)
We will then be in touch as soon as possible to arrange a refund, replacement or a store credit.
In accordance with the Australian Competition and Consumer Commission if the item we have sent has a minor fault then we have the right to repair the fault and send it back to you. If we believe the fault cannot be repaired we will send you a replacement product which matches your original purchase. However if we are unable to repair or replace your faulty item then we will refund you in full for your purchase.
We take great care to make sure your item is carefully packaged to avoid any accidents in transit - however if for some reason your item arrives damaged or is defective in some way we can offer you an exchange for the same item if available or a store credit note.
Any lost or stolen parcels are not the responsibility of Dutch Hideout and we cannot offer refunds, exchanges or credit notes on lost parcels. We offer tracking details on all our parcels.
RETURNS TERMS & CONDITIONS | GUIDELINES
If you have an item to return, please make sure you adhere to the following guidelines.
All products must be returned in 100% original condition with tags attached, unworn, unused, unwashed, un-perfumed and free from make-up and fake tan. Please note items which have been worn, damaged, have the scent of fragrance or are in anyway altered from their original state (such as tags removed) will be returned to you and not processed for a credit note. We reserve the right to decline returns if the item does not meet these conditions.
We do not accept returns for jewellery & swimwear for hygiene purposes.
Returns are for fashion only. We do not accept returns for gift vouchers, accessories, bags or any other lifestyle or homewares products so please choose carefully.
Only full-priced items can be returned for a store credit. Discounted or sale items can only be considered for a refund if they are defective, damaged or faulty.
Refunds for a faulty or damaged product will be processed in the same payment method used in the original sale.
Shipping charges will be waived only if the returned item is faulty.
HOW TO RETURN
If you live locally feel free to drop in (within 7 days) of your purchase and we can offer you a store credit note in exchange for your purchase provided it meets our return guidelines.
If you need to return the item to us by post you need to contact us within two (2) business days of receiving your order by emailing us at email@example.com stating the reason for your return. Please ensure that all items are sent back to us in their original condition and are posted within 2 business days of receiving your delivery along with a proof of purchase - order number and / or invoice to our Lindfield store:
5 Lindfield Ave,
Lindfield NSW 2070
You will be responsible for your own shipping costs for returning your item and we are not responsible for items lost during transit. We recommend using registered post with a tracking number to avoid missing parcels. Shipping costs are non-refundable unless the product is deemed faulty or damaged.
Once we have received your item we will contact you to arrange a store-credit note provided your item meets our return guidelines.