Returns & Exchanges

We want you to feel confident in every Journey purchase. If the fit isn't quite right or you've changed your mind, we offer exchanges and returns for store credit within 30 days of receiving your order, subject to the conditions below.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

 

30-Day Returns

You may request a return within 30 days of receiving your order.

For change-of-mind returns, eligible items may be returned for store credit.

To be eligible, items must be:

• Unworn and unused;

• Unwashed;

• In their original condition;

• Free from marks, stains, odours, deodorant, fragrance or other signs of wear;

• Returned with all original tags attached; and

• Accompanied by proof of purchase.

We reserve the right to refuse a change-of-mind return where an item does not meet these conditions.

Store credit will be issued once your return has been received and inspected.

 

How to Start a Return or Exchange

To request a return or exchange, please contact us through our Contact Us form within 30 days of receiving your order.

Please include your order number and the item you would like to return or exchange.

Once your request has been reviewed, we will provide you with return instructions and the relevant return address.

Please do not send items back to us before requesting a return. Unauthorised returns may not be accepted.

 

Exchanges

If the fit isn't quite right, we're happy to help.

To keep our returns process simple, all size exchanges are processed as a return for store credit within 30 days of receiving your order.

Once your returned item has been received, inspected and approved, we'll issue store credit for the purchase price of the returned item. You can then place a new order in your preferred size or choose another item from our collection.

Customers are responsible for the cost of returning items to Journey. Any shipping costs for the new order will be calculated at checkout.

Exchanges are subject to stock availability. Issuing store credit allows you to secure your preferred size or style by placing a new order as soon as you're ready.

We recommend using a tracked shipping service when returning your item. Journey is not responsible for return parcels that are lost or damaged before they are received by us.

 

Returns for Store Credit

For eligible change-of-mind returns, Journey provides store credit rather than a refund to the original payment method.

You are responsible for the cost of returning the item to us.

Once your return has been received and approved, store credit will be issued for the purchase price paid for the returned item.

Original shipping charges are not credited for change-of-mind returns.

Store credit is not redeemable for cash.

This change-of-mind policy is provided in addition to your rights under the Australian Consumer Law.

 

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if you believe an item is faulty, damaged or incorrect.

Where possible, please provide your order number, a description of the issue and clear photographs so we can assess the matter promptly.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If an item fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the issue and as required by the Australian Consumer Law.

Where a product has a major problem, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law. Any refund required by law will be provided using the original payment method or another method agreed with you and will not be limited to store credit.

For minor problems, Journey may choose to repair, replace or refund the item as permitted by the Australian Consumer Law.

If an item is confirmed to be faulty or otherwise fails to meet the Australian Consumer Law consumer guarantees, Journey will reimburse reasonable return postage costs where required by law.

Our 30-day change-of-mind return period does not limit any rights you may have under the Australian Consumer Law.

 

Sale Items

Sale and promotional items are eligible for exchanges or returns for store credit within 30 days, provided they meet the change-of-mind return conditions set out in this policy.

Items marked as Final Sale are not eligible for change-of-mind returns or exchanges.

This does not affect your rights under the Australian Consumer Law. If a sale or Final Sale item is faulty or otherwise fails to meet a consumer guarantee, you may still be entitled to a remedy under the Australian Consumer Law.

 

Gift Cards and Store Credit

Gift cards and store credit are not eligible for change-of-mind returns and cannot be redeemed for cash, except where required by law.

 

Return Shipping

For change-of-mind returns and size exchanges, customers are responsible for the cost of returning items to Journey.

Size exchanges are processed as a return for store credit. Once your return has been received, inspected and approved, store credit will be issued so you can place a new order in your preferred size or style. Any shipping costs for the new order will be calculated at checkout.

If an item is confirmed to be faulty or otherwise fails to meet the Australian Consumer Law consumer guarantees, Journey will reimburse reasonable return postage costs where required by law.

We strongly recommend using a tracked shipping service and retaining your proof of postage until your return has been processed.

 

Processing Returns

Once your return arrives, please allow up to 5 business days for us to inspect and process it.

We will contact you once your return or exchange has been approved and processed.

Store credit will be issued electronically using the contact details associated with your order.

 

Questions?

We want the returns process to be straightforward.

If you have any questions about a return, exchange, sizing or an issue with your order, please contact us through our Contact Us form and we'll be happy to help.