What is your returns policy?

There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).   

You can now return your online order in-store and your in-store order via post for a seamless shopping experience.

Returns Conditions

We will only accept returns where the items are unworn and within their original conditions with all garment tags still attached within 30 days (inclusive) from the tracked date of delivery, except in the case where the item is deemed to have a manufacturing fault. 

A proof of purchase is required in the form of a docket number (in-store purchases) or an order number (online purchases). For online returns a return request is required to be submitted first. 

Full price items are eligible for a change of mind, exchange or store credit. Sale items cannot be refunded for change of mind, except where the item is faulty or defective.

If you wish to exchange your item, you can only exchange for a different size (if the stock is still available). Exchanges for different colours or styles can not be processed online. If your desired size exchange is not available you may be offered a store credit. 

We will at times sell items that are clearly identified as samples or seconds in-store and they may contain defects, cuts or other imperfections. Please choose carefully as there are no refunds or exchanges for change of mind or for faults identified prior to purchase. 

Store purchases that have been paid for with cash cannot be returned via post and will need to be taken in person back to a store.

Items that have been altered at one of our Service Denim stores cannot be returned for change of mind, except where the item is faulty or defective.

Returns Process

Online or In-Store Purchase Returned in Person 

If you ordered online, simply take your order into your closest participating Service Denim store and a friendly team member will process your return back onto your original payment method. Please note we cannot process a return for cash tender.

Online Purchase Returning Via Post

If you purchased online, please visit the below page to request a return and send your order back to our returns address: https://www.neuwdenim.com/au/pages/returns

In-Store Purchase Returning Via Post

If you purchased from one of our stores and can't make it back in time, please post your order using the links below back to your original purchase store for a small flat fee of $12.

Service Denim Brunswick St: https://return.auspost.com.au/BRUNSWICK_STREET

Service Denim Smith St:  https://return.auspost.com.au/SMITH_STREET

Service Denim Chapel St: ​​https://return.auspost.com.au/CHAPEL_STREET

Service Denim South Wharf: https://return.auspost.com.au/SOUTH_WHARF

We will email you once your return has been received and approved for refund. This will usually happen within three business days of delivery, however, delays may occur during high order volume times. 

As we cannot process your refund before your items have been delivered and inspected, we recommend keeping a record of your parcel tracking information for peace of mind.

Shipping Costs

Original postage costs will not be reimbursed, nor will return postage costs, unless the item(s) are faulty or not as ordered. In this instance, please contact customer service by logging a ticket and we will endeavour to assist you.

Returns Costs

Within Australia change of mind returns can be sent back to participating Service Denim stores or our Online Warehouse for a flat fee of $12 AUD. Size exchange requests on full price items can be returned for FREE. 

We do not currently cover return costs for international customers unfortunately.

For international customers who have purchased from one of our Service Denim locations, you will need to return at your own cost using a carrier of your choice back to the relevant Service Denim store. Note that refunds are processed over the phone and will be subject to Australian business hours. 

Faulty Returns

In the unlikely event that you have received a defective product, we kindly ask that you send as much information to our Customer Support or in-store team within a reasonable time frame after purchase in order for them to make an assessment on the item.

If the product is deemed to have a manufacturing defect then we will issue you with a repair, replacement or refund subject to our obligations under the Australian Consumer Law.

We will not be liable for any defect or damage to the Product which may be caused, or partly caused, by or arise as a result of:

• you failing to properly maintain or store the Product;
• you using the Products for any purpose other than that for which they were designed;
• you failing to follow any instructions or guidelines provided by Neuw Denim;
• fair wear and tear; or
• any natural disaster, outside forces or accident.