Returns

We hope that you love your purchase, however we understand that online shopping can be difficult which is why we offer a 14 day refund policy. This means that you have 14 days from when you receive your item to send it back for a full refund, less any shipping paid, provided it meets the below Return Criteria

Return Shipping cost is the responsibility of the customer. We recommend using a tracked method of shipping, as we are not liable for lost packages

Please note: Credit Notes/Gift cards can NOT be refunded

Return Criteria

  • Item is returned within 14 days of receiving
  • Item is in original, resalable condition eg. is unworn, unwashed, clean and still have original tags attached.
  • Item must also include original, undamaged packaging
  • Items are not damaged or altered eg. not soiled, stained by makeup or fake tan, dirty, been washed or laundered and do not smell (perfume, deodorant, body odour etc)
  • If purchase is swimwear, hygiene liner must be attached. Please note that we are unable to accept returns if the hygiene liner has been removed, even if it has been reattached
  • Items are NOT marked as Final Sale. Final Sale items are not eligible for return unless faulty
  • Items sold with a Gift with Purchase must meet the below 'Gift with Purchase Promotions' Criteria 

Gift with purchase promotions:

If the items included a gift with purchase, a refund will only be issued if either:

  • The items left on the invoice (items not being refunded) still qualify for the Gift with purchase OR
  • The gift with purchase is also returned

Note: If returning for store credit, the Gift with purchase may be kept

Faulty/ incorrect Items

All items are checked before sending however, in the unlikely event that you receive a faulty item or receive the wrong item please contact us immediately at customercare@sailorway.com.au so that we can resolve this for you as soon as possible. In this instance, we will cover return shipping

Note: if you receive the wrong item (an item different to that ordered) the item must still meet the above return criteria. Wrong items that have been worn will not be eligible for return

 

How to return an Item

  1. Ensure that your item meets the return Criteria above. Please note that shipping charges are not refundable
  2. Fold and pack the item. Ensure tags and hygiene liners (in the case of swimwear) are intact and item is packed in original packaging bag (if applicable)
  3. Fill out the returns form. A copy of the returns form can be found here
  4. Package the item and the returns form securely either in the original packaging or your own packaging.  Please ensure items are packed securely as we are not liable for returned items that are damaged in transit
  5. To ensure your return is received and processed promptly, Please send an email to customercare@sailorway.com.au with your name and order number and any tracking (if applicable). Please put RETURN and your name in the subject line
  6. Post to the below address:

 

      

Please note: return shipping costs are the responsibility of the customer. We strongly suggest a tracked method of postage as we are not liable for lost packages

        7. Once the package is received we will assess the item(s) and, if deemed eligible for return, issue you with a refund or credit note. If items are not deemed as eligible for return, we will contact you

Please note: Credit Notes are valid for 12 months and are not eligible for refund

If you have any questions or concerns regarding our Returns Policy, please contact us via email: customercare@sailorway.com.au