FAQ

Returns

How do I make return

Upon receiving the package, you will find enclosed:your purchase, invoice and a returns form. If you for any reason wish to exchange or return an item it must be returned with a return form that comes with your purchase. Please indicate the reason for the return and if you require a credit note or a refund. Goods must be returned in original packaging, with swing tags attached and must be unworn and unwashed, in original, saleable condition to be eligible for return. Please note we do not offer exchanges on any sales items.

Refer to our returns policy for returns and exchanges details.

How will I be refunded?

If your return is for a full priced items, your refund will be credited on to the credit card or PayPal account used for the original purchase. If you have returned a sale or discounted item, we will email you your credit know as soon as the return has been approved.

How long does it take to process my return / receive my refund?

Refunds will be processed less shipping and duties as soon as possible. Bank processing times vary so please allow up to two billing cycles for the refund to appear on your credit card statement.

We process refunds once per week on a Friday.

What is my item is faulty? If you find fault with your item, please use the enclosed return form to return the garment describing the fault. Depending on available stock, we will replace the faulty garment or refund the invoiced amount. We will also credit the return shipping cost to your nominated credit card for faulty or damaged items.

What is the item I received is not what I ordered?

If we have made a mistake processing your order, please use the enclosed return form to return the garment noting the incorrect garment.. Depending on available stock, we will replace your incorrect garment with the correct order or refund the invoice amount. We will also credit the return shipping cost to your nominated credit card for incorrectly processed orders.

Do I have to pay the return shipping?

Return shipping is at your expense for all regular returns. If the return is a faulty, damaged or incorrect garment, return shipping cost will be paid for by JTL and credited back onto your nominated credit card.

Can i return a sale or discounted item?

We do not offer refunds on sale or discounted items, including items purchased using a discount code or promo code, or items purchased during a flash sale. Please choose carefully.

Products

The item I want is out of stock, what now?

If we have run out of a particular size or startup, please email us so we can assist.

Do you have a sizing chart?

View Size Chart

Pricing & Taxes

What currency are your prices listed in?

Our prices are in $AUD

Do your prices include GST and other taxes?

All product prices listed on the site are inclusive of a goods and services tax, however are delivery duty unpaid (international orders only). Please be aware that international orders may incur customs or import duty fees. These vary in price and name from country to country. Please contact your local customs office for further information.

Privacy and Security

How do I know it is safe to shop with you?

We value your privacy at JTL and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our privacy policy.