30-DAY EXCHANGES
Returns Portal

Process your return or exchange through our online returns portal.

Please read through our full terms and conditions below, prior to processing your return.

Exchange / Refund Policy

You can return your item(s) for a refund within 14-days from the date your order was delivered or you can return your item(s) for an exchange within 30-days from the date your order was delivered.

TO BE ELIGIBLE FOR A RETURN:

Item(s) must be in original conditionItem(s) have not been damaged (please be careful when trying items on).International returns can be returned for Store Credit or Refund only. Please see the INTERNATIONAL RETURNS section below. All returns must be shipped back to our only warehouse in the Gold Coast, Australia.

If the item being returned does not comply with our standards as mentioned above, the customer will be contacted directly.

ARCHIVE SALE ITEMS:

All Archive Sale items are final and are not eligible for a return/refund unless faulty (subject to approval).

 

HOW TO RETURN YOUR ORDER:

Our returns process is made easy for you. It is essential you fill out and include the exchange/return form long with your exchange/returns parcel. If you are unable to include the slip please handwrite the information on a note.

Returns are processed within 7 business days of being received at our warehouse and once your return has been processed you will be sent an email confirmation.

All International Customers must contact support@merchantsofthesun.com.au to process a return. Duties, taxes, and VAT are not refunded on international returns.

Please ensure you keep your tracking number and all relevant information in the chance any issues arise. If the package becomes lost while being returned to us, unfortunately Merchants of the Sun is not at fault.

 

FAULTY PRODUCT:

Please contact support@merchantsofthesun.com.au regarding faulty items. In order for us to process your warranty claim, you must provide images of the fault and a description identifying the issue.

Our customer care team process your claim within 2 business days. 

 

WRONG OR MISSING ITEM:

Our team work hard to ensure the accuracy of all orders, but we're human and mistakes do happen. If you receive an item or size that is different to what you ordered, please contact our customer care team support@merchantsofthesun.com.au with your order number and the images of the item you did receive. We can then help get this all sorted for you as quickly as possible.

 

EXCHANGES:

You will need to cover the shipping costs to return the item to us, and for the new exchanged item to be sent to you.

Once your exchange has been processed, we will invoice you the return shipping cost to be paid before the item is dispatched. We offer one exchange per order. We will not refund any postage cost if you returned the product to us.

Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges. To ensure you can successfully exchange and receive your new item, we recommend processing and shipping your return to us ASAP. Any exchanges requests that we do not have in stock will be contacted directly by our Customer Support Team.

To make an exchange, please select the item(s) you would like to return through the returns portal above.

 

REFUNDS:

All full price items can be returned within 14 days of purchase date for a refund.

Returned items will be refunded excluding the original cost of shipping, unless deemed faulty.

Depending on your payment method the funds may take 3-5 business days to clear back into your account.

All refunds will be processed back to the original payment method used to place the order. 

Orders over $150 will be charged a $10 handling fee. 

STORE CREDIT:

Store credit is issued via Gift Card and can be used to make a future purchase, valid for 3 years from date of issue. Store credit cannot be refunded.

Please note a store credit does not include any shipping charges.

 

REFUNDS WITH LAY BUY PAYMENT OPTIONS (AFTERPAY, KLARNA, ZIP):

When using Afterpay/Klarna/Zip, you have the options to return one or all of your items for a refund. If you return your items before your first Afterpay/Klarna/Zip payment is due you, these amounts will be removed from your Afterpay/Klarna/Zip plan and you will not have to pay for them. This allows you to try before you buy!

If the payments have already been made when you return the items, the amounts will be removed from your Afterpay/Klarna/Zip payment plan and/or the initial payments refunded. It's important to keep up your Afterpay/Klarna/Zip payments while your return is in transit back to us as Afterpay/Klarna/Zip charge late fees for any overdue payments!

If you have purchased multiple items but only wish to return certain items and keep your favourites this is still fine! We'll just remove the items you have returned from your Afterpay/Klarna/Zip payment plan. Your original instalment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your Afterpay/Klarna/Zip account to view your updated payment schedule at any time! Easy!

 

INTERNATIONAL RETURNS

All International Customers must contact support@merchantsofthesun.com.au to process a return. Duties, taxes, and VAT are not refunded on international returns.

This return cost will need to be covered by you. Pro tip - a prepaid, traceable service is best! If anything happens to your order, we can track it (and if it gets lost, it’s not your fault!).

It’s important that you make sure your return label is attached before returning the item. The return address is provided in the final step of the returns page. Please also remember to include your sender information (Full Name, Order Number and Email Address) so we know who you are.


GIFT CARDS

Only one Gift Card issued by Merchants of the Sun under promotion (e.g. survey, giveaway etc.) can be redeemed per order. Gift Cards cannot be returned for cash value.