FAQS

YOUR RIGHT TO A REFUND OF PURCHASE PRICE

You are entitled to a refund for items you purchase from Suzanne Grae if the item is:

1. faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
2. not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
3. not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide Suzanne Grae with proof of purchase, such as your original Suzanne Grae tax invoice, register receipt, bank statement or packing slip (for online purchases). If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods.

If you are entitled to a refund but you would prefer to exchange the item or receive a Suzanne Grae gift card of equivalent value to the item, Suzanne Grae is happy to exchange or give you the gift card instead of a refund.

SUZANNE GRAE 'CHANGE OF MIND POLICY'

Suzanne Grae is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

Unfortunately, underwear/comfort wear cannot be returned due to health regulations.

However, under our own Suzanne Grae 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

1. you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
2. the item is unworn and in its original condition; and
3. all original labels and tickets are attached to the item; and
4. you provide an original Suzanne Grae tax invoice, register receipt, bank statement or packing slip for online purchases as proof of purchase.

Any Refunds will be credited against your original method of payment, excluding delivery charges and any promotional codes used.

FULL PRICE RETURNS

In-store purchase - Can only be returned in store. Items can be refunded, exchanged or a gift card issued with proof of purchase within 30 days. Items returned in-store without proof of purchase can only be exchanged or issued with a gift card.

Please note any online orders returned in store will not be refunded any shipping fees. 

Online purchase- Items can be returned online for a refund only or in store for an exchange or refund with your proof of purchase.

SALE ITEM RETURNS

In-store Purchase - Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.

Online Purchase - Items can be returned online for a refund only or can be returned in store for a refund or exchange.

Please note: We understand when purchasing sale items online, you do not have the opportunity to try on items, therefore this is why our online policy differs to in store in regards to purchasing sale items.

In store purchases are not able to be returned online.

AFTERPAY - IN-STORE & ONLINE

Afterpay store purchases are able to be returned in store only.  

Afterpay online orders can be returned online or in store. You will need your virtual Afterpay card on your phone wallet to receive a refund.

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund. 

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.

PROMOTION CODES

Store or Online Purchase Returned In Store: A refund/exchange will be provided in the following manner:
a) For any amount that is paid in excess of the promotional code, a refund or exchange:
b) An exchange only up to the value of the promotional code.

Online Purchase Returned Online: Unfortunately,  Promotion Codes are non-refundable, so please choose your items carefully when redeeming a promotion code on your order.

The promotion code discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.

All online returns are at the customers expense.

We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs and promotional discount codes used.

In-store purchases cannot be returned online and must be returned in store. If you
return your in-store purchase online, it will be returned to your address.

Unfortunately, once your order has been placed we are unable to make changes to your order. However once you have received your goods you can return them for a refund. 

Yes, our current online returns policy applies to all Afterpay orders. Please see our Returns Policy here. 

Orders placed online with Afterpay can be returned online or in store.

In-store return - Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund. 

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.  

Online return - Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account. (We are unable to refund in-store purchases online)

For information on how to add your virtual Afterpay card to your phone wallet please see Afterpay.

If you are returning a faulty or incorrect item and would like to return it to the online store, please contact our online Customer Support team in advance with your Suzanne Grae online order number, to arrange a reply paid post.

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With Afterpay refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days. 

Online Aus post Return Portal

All returns must comply with our full Returns Policy

IN-STORE:

For your convenience, online purchases can be returned at our Suzanne Grae stores for a refund or an exchange within 30 days of delivery in line with our returns policy.

Please show your email confirmation (tax invoice), packing slip or bank statement as proof of purchase and our store teams will assist you further.

Any refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes used.

Please note: In-store purchases cannot be returned online and must be returned in store. If you return your in-store purchase online, it will be returned to your address.

2A. ONLINE RETURNS

If you’re unable to get to a Suzanne Grae store, you can return your purchase by post to our warehouse at the customer's own expense. Unfortunately, we can’t accept online exchanges. If you wish to exchange your purchase, you will need to return it for a refund and then place a new order online.

To return an item online, please complete the below details and post it to:

SUZANNE GRAE WAREHOUSE

1/430 Mahoneys Rd

CAMPBELLFIELD

Victoria 3061

Australia

CLICK HERE: Online Return Portal

We recommend that you send your goods back using a trackable delivery service as Suzanne Grae does not accept responsibility for any items lost in transit.

Once we receive your parcel, including completed return form, we will process your refund and you will receive a confirmation email. Refunds will be credited against your original method of payment, excluding any delivery charges & any promotional codes used.

If you have any further queries or require assistance, please contact us at online@cs.suzannegrae.com.au


2b. IN-STORE EXCHANGE/RETURN

If you would like to exchange or return your item, simply visit your local Suzanne Grae store (within Australia) and our staff will process the exchange or return of your online purchase. Just remember to bring in a copy of your tax invoice order confirmation email with you. 

Afterpay orders can be exchanged/returned in-store.

All returns must comply with our full Returns Policy

INTERNATIONAL RETURNS

Please send any change of mind returns to the below address using your local Postal Service:

SUZANNE GRAE WAREHOUSE

1/430 Mahoneys Rd

CAMPBELLFIELD

Victoria 3061

Australia

All returns must include your packing slip that was included in your order.

We recommend you send your goods back using a trackable delivery service as Suzanne Grae does not accept responsibility for items lost in transit.

Once we receive your parcel, we will process your refund within 1-2 business days and a confirmation will be emailed to you.

Refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes used.

Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.

In the event that you receive a faulty item in your online order, please contact us with your order number, details of the fault and any relevant photos.

AFTERPAY PURCHASE RETURN

In-store return - Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund.  

Online return - Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account. (We are unable to refund in-store purchases online)

For information on how to add your virtual Afterpay card to your phone wallet please see Afterpay.

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund. 

We do not offer exchange online. If you would like to exchange your item you can do this in a store or you can return the item in a store or online in line with our return policy and place a new order.

For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.

You will receive an email letting you know as soon as your order has arrived in our warehouse. Our team will then process your refund within 2-5 business days. If you haven’t received this email within 10 days of posting your parcel to us, please send an email to online@cs.suzannegrae.com.au

We are currently experiencing a delay in processing refunds online. We apologise for any inconvenience this may cause and thank you for your understanding.

Please note: During peak periods such as online promotions, Mother’s Day and Christmas, you may experience a delay having your refund processed.