Returns are accepted from customers in Australia, by mail to our Australian returns address. We do not operate physical stores, kiosks or drop-off points, so every return travels by post or courier.

Defective and Non-Defective Products

Both kinds of return are welcome, and the reason you give only affects who pays the return delivery:

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  Defective products: the item is faulty, damaged in transit, does not match its description, or is not the item you ordered.

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  Non-defective products: you changed your mind, ordered the wrong size or variant, or simply no longer want the item.

Condition of Returned Items

For a change-of-mind return, we accept items that are new or like new: unused, in resaleable condition, with tags attached, in their original packaging, and with everything that came in the box.

Please include the paperwork we sent with the order, including the receipt or tax invoice, any warranty card, and any manual or accessory supplied with the product.

When the 30 Days Start Counting

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  A single item: from the day you, or someone you nominated, take delivery of it.

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  An order shipped in several parcels: from the day the last parcel is delivered.

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  A regular repeat delivery: from the day the delivery you want to return arrives.

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  A service such as a booked session: from the day you pay for the booking.

Every return starts with a message to us and a Return Authorisation number. Please do not post an item back before you have one, because parcels without it cannot be matched to your order.

Step by Step

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  Email or call us within 30 days of delivery. Give your order number, the item, and whether it is faulty or a change of mind.

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  We answer within 2 business days with a Return Authorisation number, the returns address, and a prepaid label if the item is faulty.

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  Pack the item securely, write the Return Authorisation number on the outside, and post it within 14 days of receiving that number.

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  Send us the tracking number. Until the parcel reaches us it stays your responsibility, so please use a tracked service.

Who Pays the Cost of Return Delivery

We state this plainly so there are no surprises:

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  Change of mind: you pay the cost of return shipping, and we refund the price of the item itself.

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  Faulty, damaged, wrong or not as described: we pay the cost of return shipping and send you a prepaid return label.

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  Original delivery charge: refunded in full for a faulty item, not refunded for a change of mind.

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  Restocking fee: none. We never charge a restocking or return-handling fee on any return.

Support Hours

Return requests can be sent at any hour and are reviewed Monday to Friday, 9:00 am – 5:00 pm (AEST/AEDT, Sydney time). We are closed on weekends and Australian public holidays.

A request sent on a weekend still counts as received on that day for the 30-day window. We simply reply on the next business day.

Yes, we accept exchanges. If you would rather have a different size, colour or product than a refund, ask for an exchange when you request your return.

How an Exchange Works

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  Tell us which item you want instead. We hold it for you while your return is on its way.

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  Send the original item back using the Return Authorisation number, exactly as for a refund.

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  We dispatch the replacement within 2 business days of receiving and checking your return, and send you new tracking.

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  If the replacement is out of stock, we refund you instead rather than leaving you waiting.

Exchange Costs and Price Differences

For a change-of-mind exchange you pay to send the original item back, and we pay to ship the replacement to you. For a faulty item we pay both legs.

If the replacement costs more, we invoice the difference before dispatch. If it costs less, we refund the difference in Australian dollars to your original payment method.

We begin processing your refund within 2 business days of receiving the returned item, and complete it within 14 calendar days of approving the return.

How the Money Comes Back

Card payments are refunded to the same card. Where a refund to the original method is not possible, we transfer the amount to an Australian bank account you nominate in writing.

We never charge a fee for issuing a refund, and we never deduct a restocking fee.

Partial Refunds

If a change-of-mind item comes back used, missing parts, or without its packaging, we may refund part of the price to reflect its condition. We explain the calculation and give you the chance to disagree before we process it. This never applies to faulty items.

Items We Cannot Take Back for a Change of Mind

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  Items made or personalised to your own brief, since they cannot be offered to anyone else.

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  Perishable goods, and hygiene or intimate items once a sealed wrapper has been opened.

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  Gift cards and vouchers, and items damaged after delivery through misuse or ordinary wear.

Instalments, Promotions and Gifts

If you paid through an instalment or buy now, pay later provider such as Afterpay, Zip or Klarna, the refund goes back through that provider, and their terms decide how your remaining instalments are adjusted. Please do not stop your instalments yourself while a return is open.

Sale items can be returned on the same terms, and we refund the price you actually paid. Where a promotion gave you a bonus and returning an item breaks the conditions of that promotion, we may withdraw the bonus or deduct its value, and we tell you before processing the return.

A gift is returned with the person who paid for it, because the refund has to go back to their payment method. The recipient can still report a fault to us at any time.

Goods and services sold in Australia come with consumer guarantees under the Australian Consumer Law that cannot be signed away.

Digital Items and Subscriptions

Paid guides, downloadable workbooks, premium subscriptions and booked sessions use the same 30-day window. Contact us, confirm that you have stopped using the material and deleted any downloaded copies, and we refund the payment.

A change-of-mind refund is not available once you have substantially worked through a digital item, or once a booked session has taken place. A refund for a faulty or misdescribed digital item is always available.

Our blog articles, topic pages and email updates are free, so nothing is charged for reading them and no return applies. If you no longer want our emails, unsubscribe at any time.

Consumer Guarantees

Under the Australian Consumer Law, what you buy must be of acceptable quality, match its description, and be fit for the purpose we described.

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  For a major failure, you choose between a refund and a replacement, and you may also claim compensation for reasonably foreseeable loss.

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  For a minor problem, we may repair or replace the item within a reasonable time instead of refunding you.

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  These rights are not limited to 30 days. Report a fault whenever you find it.

If You Disagree With Our Decision

Tell us why and give us the details we may have missed. We review the request again and reply in writing within 10 business days. If you are still not satisfied, you can take the matter to the Australian Competition and Consumer Commission or to the consumer affairs or fair trading office in your state or territory.

Start a Return or Exchange

Contact our team and we will send your Return Authorisation number and the returns address within 2 business days. We may update this policy as our range changes, and the version published on the day of your purchase is the one that applies to it.