Can I return a Marketplace item in store?
Unfortunately not. Returns or refunds for Marketplace items can't be processed in store. These products are sold and shipped directly by Marketplace Sellers, so returns need to be arranged online via My Account.
Do I need to pay to send the item back to the Marketplace seller?
For a change of mind return, a flat $15 fee will be deducted from your final refund amount.
To get started, you can easily initiate a return online through "My Account" > View & manage orders > Select relevant order > Help with this item > Change of Mind Returns. Don't worry, you won't be charged for returns if the item is faulty or damaged.
Just a heads-up: we can't process Marketplace refunds or returns in-store.
How do I return a Marketplace item?
It's easy to start a return!
Just head to "My Account" > View & manage orders > Select relevant order > Help with this item > Change of Mind Returns.
From there, you can click on the specific item and follow the prompts under Help with this item to start your return request.
Each Marketplace seller has their own policy, so be sure to check their individual return policy for details.
Once you submit your request, the seller will be in touch to help you out. For a change of mind return, a flat $15 fee will be deducted from your refund. You will not be charged for returns that are faulty or damaged.
Just a heads-up: we can't process Marketplace refunds or returns in-store.
I have received the wrong item from a Marketplace seller
We're so sorry you received the wrong item.
We know how frustrating that can be, and we want to get it sorted for you quickly. First, please double-check your order confirmation and the product listing to make sure everything lines up. If you've definitely received the wrong item, let us know right away!
Go to My Account > View & manage orders, select the item, and fill in the form using the 'Wrong Item received' option.
Once you submit your request, the seller will be notified and help you find a solution.
Please note: we are unable to process refunds or returns in-store.
My Marketplace order is missing parts
Missing parts are a real bummer!
Don't worry, sometimes your order might be shipped in separate boxes and they arrive on different days.
1. Take a look inside the box and check for any hidden compartments or zipped sections where smaller parts might be tucked away.
2. If you're still missing parts, let us know as soon as possible. Log into your account and head to 'My Account '> View & manage orders > View order > Help with this item/delivery > select the product you require help with> Fill in the form selecting the option 'Missing items'.
3. The seller will be notified and will work with you to find a solution. We appreciate your patience while we get this sorted for you!
Please note: we are unable to process in-store refunds or returns for marketplace products.
Can I return Marketplace items that are damaged or faulty?
Sometimes things don't go to plan and we are very sorry that your order has arrived damaged or is faulty.
To help our Sellers provide you with a speedy solution, we ask that you:
Contact us as soon as possible by logging into your 'My Account' > 'My Orders' > Damaged items.
Please provide information to describe the damage/fault that will assist in achieving a speedy resolution.
Once you have submitted your enquiry, the relevant Marketplace Seller will be able to review and assist with providing a resolution.
Warranty for damaged or faulty Marketplace items
Oh no, we're so sorry your order arrived with a problem! We know this can be really disappointing, and we want to get a speedy solution for you.
To get started, please log in to MyAccount > View & manage orders > View order > Help with this item/delivery > select the product you require help with > Fill in the form selecting the option 'Damaged Items'.
Make sure to give us a good description of the damage, as this will help our sellers provide a quick resolution! Once you submit your enquiry, the seller will review it and get in touch with you to provide a resolution.
Please note: we are unable to process in-store refunds or returns for marketplace products.
Can I return my Marketplace purchase if I change my mind?
We're happy to help with a change of mind return if the marketplace item is eligible and meets the return criteria. The below items are ineligible:
- any items classified as being a dangerous or prohibited item by Australia Post (eg. flammable liquids such as nail polish or perfume, soft drink makers)
- personal care items (e.g. underwear & intimates)
- perishable goods (e.g. flowers, foods) and gift hampers
- custom-made, monogrammed, personalised, or altered items
- e-gift cards
- items that are advertised on their item listing as not eligible for change-of-mind returns
A flat $15 return fee will be deducted from your refund amount.
You can start the process in "My Account" > View & manage orders > Select relevant order > Help with this item > Change of Mind Returns. Once you've submitted your request and printed your label, simply drop the item off at any Australia Post outlet. Once the seller receives and approves the return, you'll receive your refund!
Just a quick reminder: we are unable to process in-store refunds or returns for marketplace products.