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/New Zealand): 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 and women's bodysuits, all hygiene stickers are intact.
  • Any discounts received at the time of initial purchase will be honoured, as long as the new item is of equal or higher value.

Exceptions to our change of mind policy

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

  • Face masks
    Due to health and hygiene reasons, face masks are unable to be returned or exchanged for change of mind.
  • 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.
  • Swimwear and Women's Bodysuits
    Swimwear and Womens Bodysuits must be tried on wearing full briefs and returns will only be accepted in instances where the hygiene stickers and all tags are intact. All swimwear will be assessed prior to any returns being processed.
  • Personalisation
    Personalised items cannot be returned for a refund or exchange for change of mind.

Payment Method

Our return policy is dependent on the purchase location and payment method.

Refer to the below table for our current return and exchange policy.

Purchase Location & Payment Method Return
Location
Refund Exchange Gift Card
Country Road store
  • All payment methods
Country Road store
Online
Visa MasterCard American Express Diners Club PayPal
Online or
Country Road store
Online
Afterpay Apple Pay Alipay Klarna
Online or
Country Road store
*
Online International eShopworld
  • All payment methods
eShopworld Returns Portal
eBay store
  • All payment methods

Please raise a return request by going to your Purchase History under My eBay to follow the eBay returns process.

*Afterpay, Apple Pay, Alipay and Klarna online orders can only be exchanged in a Country Road store.
In store purchases cannot be returned by post.
All online purchases can be returned in any Country Road store.

Country Road items purchased from:

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 Australian Competition and Consumer Commission

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.

Online cancellations and 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.

Faulty, damaged or incorrectly described items

When returning or exchanging a faulty, damaged or incorrectly described item, Country Road will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Country Road prior to sending goods back to us. Should you need further assistance regarding this process, please contact Country Road Customer Service.

Contact Country Road Customer Service

Returns In Standalone Stores

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. Our store staff will be happy to assist you.

If your local store is currently closed in line with government regulation, please make your return by post, which is free of charge for a limited time.

Find a store

  • Items purchased online and in store may be returned to any Country Road standalone store for a full refund or exchange. Online purchases cannot be returned to David Jones.
  • Online orders made via PayPal or Alipay may be refunded at any Country Road standalone store to the credit or EFTPOS card of your choice. The Member name must be identical to the name on the order confirmation and a form of photo identification must be presented.
  • Country Road items purchased in a David Jones store are subject to David Jones' returns policies and procedures.
  • Country Road items purchased in a Myer store are subject to Myer's returns policies and procedures.
  • Country Road items purchased from The Iconic are subject to The Iconic's returns policies and procedures.
  • Country Road items purchased from Qantas Marketplace are subject to Qantas Marketplace's returns policies and procedures.
  • Items purchased online from our eBay store cannot be returned at Country Road or Country Road & Trenery Outlet stores.
  • International orders cannot be returned at Country Road stores.

Free returns by post

Country Road offers free returns for online purchases via our returns partner, Refundid.

Refundid is 100% free for all customers, with no subscription, set-up or transaction fees. 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. If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.

To start your return, fill out your order number and email address below.

* Refundid is not available on in store purchases, personalised orders and items that do not apply to our return policy.

Learn more about Refundid

Get started with your return below

Standard Returns By Post

Return your online purchase by post free of charge for a limited time.

Returning your items by post is a simple two-step process.

Returning your items by post is a simple two-step process.

How to prepare your parcel for return:

  • 1.
    Complete the
    Packing Slip

    Complete the packing slip which came with your parcel, filling in the quantity and reason for return.

  • 2.
    Create a Return
    with Australia Post

    Enter your details, print your label and pack your item.

    Create a return

  • 3.
    Post Your Parcel

    Simply drop your parcel off at a convenient street post box, Post Office or Parcel Locker.

  • 1.
    Complete the Packing Slip

    Complete the packing slip which came with your parcel, filling in the quantity and reason for return.

  • 2.
    Post Your Parcel to:

    Country Road Online Returns
    Shop MN0225A/588 Chapel Road,
    East Tamaki Auckland 2013,
    New Zealand

  • 1.
    Complete the Packing Slip

    Complete the packing slip which came with your parcel, filling in the quantity and reason for return.

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

  • 2.
    International Non-eShopWorld Orders*
    Post Your Parcel to:

    Country Road Online Returns
    CRG Logistics
    PO BOX 4144
    Sunshine West VIC 8438 Australia

    International eShopWorld Orders
    Lodge Your Return at:

    eShopWorld Returns Portal

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

  • Customers are responsible for all return postage costs for change of mind returns and exchanges received in an online order.
  • 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 creating a return with Australia Post.
  • 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.
  • 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.
  • If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.
  • If exchanging via post, please return your unwanted item as above, noting the style/size you wish to exchange on the packing 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. Please note: Alipay online orders are unavailable for exchange by post.
  • Online purchases that have previously been exchanged in store can only be returned in store and not to the below returns address.
  • 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

Receive instant refunds through Refundid

With Refundid your refund will reach your bank account in seconds. Refundid gives you 1 week to ship back your items while you enjoy your refund today. Refundid is 100% free for all customers. No subscription fees, no set up costs and no transaction fees.

Available for all online orders made through www.countryroad.com.au and delivered to an Australian address. Excludes purchases made through www.countryroad.com. If selecting exchange as the preferred returns method, please note that if the requested item is not available you will receive a refund.

*Refundid is not available on in store purchases, gift cards, personalised orders and items that do not apply to our return policy.

Learn more about Refundid

Get started with your return below

Country Road occasionally offers pre-order on selected items for Australian customers. This allows customers to receive early access to our collections, and secure items before they arrive. Please read the description carefully to ensure you are happy to wait for the expected arrival period. The date is an expected delivery date, and may change due to elements outside of Country Road's control. You will be charged at the time of placing a pre-order. Pre-order cannot be exchanged before delivery. Regular return periods apply to pre-order styles.

The offer is available for all online orders made through www.countryroad.com.au and delivered to an Australian address. The offer is only available for online orders placed on or after Wednesday 18 March 2020, for a limited time only. Free returns excludes international purchases, David Jones purchases made in store and online, and Outlet in store and online. The offer is subject to our regular returns policy. All Australian returns can be posted via our Australia Post Returns Portal at a flat rate of $0.00: https://return.auspost.com.au/COUNTRY_ROAD_FREE_RETURNS. We will not refund any delivery fees that you have paid at purchase to have the product delivered to you; this is subject to your rights under the Australian Consumer Law.