Returns

To be eligible for a refund please ensure your return meets the following conditions:

• Items must be returned without damage.
• Items must be returned unworn, unwashed, unused and in original condition with all tags intact.

Standard Return Policy

• We do not accept returns on sale, discounted items, including those purchased in promotions. No exchange/refund or credit note.
  Products marked as "Price Match" are eligible to be returned for refund.
• We accept change of mind returns within 40 days (including weekends) for Australia and 60 days (including weekends) for New Zealand, US, and International
• All costs involved with the postage/shipping of return items is the responsibility of the customer, unless deemed faulty by our customer service team.
• If you believe your item is faulty, please use our returns portal or email our customer service team at [email protected]
• We do not accept responsibility for return items lost in transit. We recommend using a registered postal service for all returns.
• Upon receipt of the merchandise, we will refund you for the purchase price of the items, less any shipping costs incurred.
• Any refunds will be credited against the original payment method where possible. Please note, in-store purchases returned online will be refunded via gift card.

Online Returns

• Please lodge your return through our online return portal. You will need your order number and email address to do so.
• Your return request will either be approved or denied by a member of our customer service team within 1-3 business days of being submitted. Please wait for your request to be approved via email notification before posting your items back to us.
• Approved returns will receive an approved email notification prompting payment for an Australia Post returns label (if applicable). Please pay, print the label & attach it to your package.
• Customers returning items from New Zealand or internationally will need to choose their own courier or postal service to send items back.
• Once we have received your return, your refund will be processed. Please allow 5 business days for your funds to be received into your account. You will be notified via email once your refund has been processed.
• If your return can’t be fulfilled through the returns portal or you have any problems using the platform, please email [email protected] with your order number and issue.

A postage fee will be deducted from your refund.

When will I receive my refund?

Our customer service team process returns daily as they arrive. However, due to transit delays and bank processing times, the speed of your refund may be affected. You should receive your refund within four weeks. (Many customers will receive their refund faster). Once we have processed your refund, you will be notified via email.

Damaged or Faulty Items

To ensure an excellent customer experience, we are committed to refunding faulty or damaged products. Please lodge your claim as soon as possible for any faulty or damaged items through our online return portal or email [email protected]. We will be in-touch within 1-3 business days to resolve this issue. Please note, you will be required to submit photographic evidence. All garments must be returned within 40 days (including weekends) as per our returns policy.

Please note: We are unable to refund items once they have been washed or worn. General wear and natural fading may occur over time and are not the responsibility of paulaglazebrook.

Parcels Lost in Transit

You can use the information provided in your shipping confirmation email to track your order. If you believe your order has been lost in transit, we recommend contacting Australia Post directly to resolve the issue.

Although all parcels are the responsibility of Australia Post once they have left our distribution centre, we are happy to offer a store credit for any orders lost in transit. The store credit will be issued to the purchase value of the items included in the order and will be granted upon proof of the missing parcel. Any postage charges or shipping fees will not be included in the store credit.

To arrange a store credit for your lost parcel, please contact our friendly customer service team at [email protected].

Online Exchanges

Need to exchange an item or size? To ensure you don’t miss out, we recommend creating a new purchase for the item you want and returning the original item received. We do not offer traditional exchanges online, however, we can offer a store credit.

In-Store Exchanges

Exchanges may be available in store for full priced items ONLY, depending on stock availability. To avoid disappointment, please call the store prior to visiting to ensure your style and size are available.

110% Store Credit

When returning an item, you can opt for a 110% store credit using our returns portal. Simply select it as an option when lodging your return. Once your return has been received, quality checked and processed, your credit (equalling the amount you paid for your goods plus an extra 10%) will be sent to your email address in the form of a gift card.

New Zealand and international customers: Please note that transactions are completed in EUR, which means you may see a different refund value to your original order charge depending on conversion rate.

Please note, we do not accept returns on sale and promotional items and cannot offer a refund or store credit for these products.

Contact Us

Still need help? We’re here for you. Email us at [email protected] or drop us a line here.