1. How long do I have to return an item?
Online and Active Concierge items are eligible for return within 14 days of receiving your order.
2. How long does it take to process my return?
Please allow up to 5 business days for your return to be processed once received by our returns team. Please note due to current carrier delays due to the Covid, your parcel may take longer than expected to arrive back to us.
We recommend that you return your items using a trackable postage method. We will not be held liable for parcels lost in transit. Please allow at least two weeks for your parcel to be returned to us by courier. Once we receive your return parcel back to our Warehouse, your request will be processed within 14 days where you will be sent an email confirmation. We will not be held liable for parcels returned with an alternative courier. Please note that the cost to return items to our Online store at the customers expense.
3. Can I return a Sale item?
Sale items purchased online (excluding items advertised as final sale) can be returned for either an exchange or gift voucher valid for 2 years.
4. Cost of my return?
4.1 Please note that the cost to return items to our returns team is at the customers expense. If an exchange is requested, we will cover the cost of the exchanged style to be posted to you.
4.2 Shipping costs, including duties or taxes levied by your country, cannot be reimbursed, please contact your local Customs government department for details of how to recover these costs.
5. Change of mind return policy
Unfortunately, we can not refund or exchange any items that have been worn or used and are without tags. For change of mind purchases all items must be in original conditions.
6. Faulty items return
If you have purchased a product with a major fault, you have the right to decide if you want to refund or exchange.
If you believe the item you receive is a fault, please contact our customer service team as soon as possible. Please include your order number so we are able to process the faulty return for you.
To receive a replacement or refund, you must provide:
Provide the original receipt ( or a copy of) of proof of purchases of the faulty item ( where multiple items purchased in the transaction that includes the faulty item. A credit card / bank statement does not clearly itemize the faulty item, this may bot be a sufficient proof of purchase.
Photographs will not be acceptable as proof of fault. It is a requirement that physical product be in our process.
ID maybe required to initiate a PayPal return.
7. Return address
Company name: DKMZ Global Pty Ltd
Address: Level 21, Castlereagh Street, Sydney , NSW 2000, Australia
8. Refund Process
Once we receive your turn item, we will proceed the refund as soon as possible. However please allow 1-3 business days for the process. You can always contact our customer support team if you need assist.