Returns Policy
If you change your mind for any reason within 14 days of receiving your order, we offer returns subject to the below conditions. Please note that item/s received outside of this timeframe will not be accepted.
Returned items must be unworn, unused and received in original condition with all tags and packaging intact.
FULL PRICED ITEMS
Items purchased online at full price are eligible for a full refund or store credit when returned within 14 days from the date received.
SALE ITEMS
Sale items are not eligible for a refund and can be returned for store credit only. Store credit is valid for 2 years from date of issue. All discounted styles marked as ‘sale’ on the product page or discounted during a flash/promotional sale with a code or automatic discount can be returned for store credit only.
FINAL SALE ITEMS
Final sale items are final and are not eligible for a refund or store credit. All styles marked as ‘final sale’ on the product page cannot be returned
FAULTY ITEMS
We do our best to ensure you do not receive an item/s with a fault, however, in the rare event that this may occur please email us within 7 days of receiving your order. We require your order number, images of the fault and a small description emailed to hello@thehaze.com.au. We classify an item as faulty if it has arrived damaged, or if a fault has occurred within 3 months from the order date. Damage outside of 3 months, is considered normal wear and tear.
PRE-ORDERS
Please note that items purchased on pre-order are eligible for a full refund or store credit when returned within 7 days from the date received.
Items available for pre-order will be indicated on the product page with the anticipated shipping date. Please note, once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the shipping date, you may do so by contacting CustomerCare@thehaze.com.au.
If your order contains pre-order items and available items, please note that your order will be shipped once the pre-order item/s are received.
We are not able to split orders and ship available items first. If you wish to purchase pre-order items and available items together, we recommend placing a separate order for each.
GIFT WITH PURCHASE
If a return is made on item/s placed within the order, the gift must be included in the return and received in original condition, with packaging intact. Acceptance of the return is conditional upon the joint return of both the purchased items and the promotional gift.
BIRTHDAY GIFT VOUCHER
Item/s purchased with a birthday gift voucher are only eligible for store credit for the remaining validity of the gift voucher. Offer is valid for email subscribers only who enter their birthday upon sign up. The discount code is valued at $50 AUD and can only be used on full priced items with a minimum spend of $150 AUD. It is not applicable with sale items.. The discount code is valid for 30 days from the date of issue. If the voucher is not used within the above timeframe, the voucher will be forfeited. Each discount code is unique to every customer and will be emailed to the customer 5 days before the birthday. The voucher is redeemable once per customer and cannot be used with any other promotional code.
If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.
AUSTRALIAN & NEW ZEALAND RETURNS
Lodge your return here.
Ensure you have read through our returns policy above to confirm your return meets our
We will reply within 3 business days confirming your return request and detailing next steps.
Returns for refunds and store credits will incur a charge of $10.95 for the cost of the return shipping label, that will be deducted from the returned amount. Please note: faulty returns will be free of charge. Pack and label the items. Pack your return item/s using the original packing provided. Attach the label securely to the satchel, ensuring the previous delivery label is covered.
Return labels are Australia Post standard shipping labels, as soon as your order has been delivered, your return request will be processed within 5 business days.
You will be refunded via the method of payment used only. If you used a gift card to partially pay for your order, the refund will firstly go back onto the gift card and any remaining balance will be returned to your alternative payment method.
For any international returns outside of Australia and New Zealand, please contact us at hello@thehaze.com.au.
REFUNDS
If your return is eligible for a refund, you will be refunded back to your original payment method, less the return shipping fee and any original shipping fees. Once the refund has been issued, you will be notified via email. Please allow up to five business days for this amount to appear back in your bank account.
STORE CREDIT
Credit notes are valid for 2 years from issue date and will be emailed to you with a unique code to use online. If you have purchased an item using a credit note, you will be issued a new credit note as a return.
GIFT CARDS
Gift cards are not eligible for return.
AFTERPAY
If you have purchased using Afterpay, you will be refunded or credited back to this platform. If you are receiving a credit note, you will continue to make payments until the original item is paid for and you will be issued a new credit note via email to use straight away.