Returns & Exchanges

RETURNS & EXCHANGES

We want you to be comfortable with your purchase. Please read the information below before requesting a return.

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

CHANGE-OF-MIND RETURNS

For eligible change-of-mind purchases, contact us within 14 days of receiving or collecting the item.

Approved change-of-mind returns may be offered an exchange or store credit. We do not ordinarily provide a cash refund where the item is not faulty and the customer has simply changed their mind.

To qualify, the item must be:

• Unused and unworn
• Unwashed
• In its original condition
• Returned with its original tags and packaging
• Free from marks, odours, hair, pet hair or other signs of use
• Accompanied by proof of purchase

Footwear must only have been tried on indoors and must be returned with its original box in good condition.

Approval must be obtained before an item is posted or brought back to the shop.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

The following items are not ordinarily eligible for a change-of-mind return:

• Opened or used grooming and personal-care products
• Opened hair, beard, shaving or skin-care products
• Pierced jewellery
• Gift cards
• Personalised or altered products
• Sale and clearance items
• Consignment and identified final-sale items
• Items damaged, washed or used after purchase

These exclusions only apply to change-of-mind requests. They do not remove any rights that apply where an item is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

VINTAGE, SECOND-HAND AND CONSIGNMENT ITEMS

Vintage, second-hand and consignment goods may show reasonable signs of age, previous use, fading, repairs or wear.

Known imperfections will be described or shown before purchase wherever reasonably possible. A disclosed imperfection is considered part of the item’s description.

Australian Consumer Law may still apply to second-hand goods, taking into account the item’s age, price, condition and the information provided at the time of sale.

FAULTY, DAMAGED OR INCORRECT ITEMS

Contact us as soon as reasonably practical if an item:

• Is faulty or unsafe
• Is significantly different from its description
• Arrives damaged
• Is not the item you ordered
• Does not perform as it reasonably should

Please provide your order number, a description of the issue and clear photographs where appropriate.

We may need to inspect or assess the item before confirming the available remedy.

Depending on the nature and seriousness of the problem, the remedy required under Australian Consumer Law may include a repair, replacement, refund or another appropriate solution.

The 14-day change-of-mind period does not limit your rights regarding faulty products.

RETURN SHIPPING

Customers are responsible for return shipping costs for an approved change-of-mind return.

Original delivery charges are not ordinarily refunded for change-of-mind returns.

Where a product fails to meet an applicable consumer guarantee, we will meet any obligations regarding reasonable return costs and available remedies under Australian Consumer Law.

Do not send an item back until return instructions have been provided.

HOW TO REQUEST A RETURN

1. Contact us through the Contact & Visit page.
2. Include your name, order number and reason for the return.
3. Include photographs where the product is damaged, faulty or incorrect.
4. Wait for return instructions before sending or bringing back the item.
5. Pack the item securely and retain any postage or tracking information.

Items returned without prior contact may take longer to assess.

PROOF OF PURCHASE

We may ask for reasonable proof that the item was purchased from New York Stylist. This may include an order confirmation, receipt, transaction record or other suitable proof of purchase.

REFUNDS

Where a refund is approved, it will ordinarily be returned using the original payment method.

We will process an approved refund as promptly as practical. Your bank or payment provider may require additional time for the funds to appear in your account.

Returns policy note

The proposed 14-day exchange or store-credit policy is a voluntary change-of-mind policy, not a legal minimum. Under Australian Consumer Law, a business generally does not have to accept a return solely because a customer changed their mind, but it must honour any voluntary policy it publishes. A business also cannot use blanket exclusions, sale-item rules or fixed return periods to remove a customer’s rights regarding faulty goods.

The wording about vintage and consignment products is included because consumer guarantees can also apply to second-hand goods, although the age, price and disclosed condition of the item are relevant.