How do I initiate a return?
Ordered the wrong size or colour? Changed your mind? We’ve got you covered! Our Love it or Swap it policy lets you swap any unused item within 30 days. Just head to our Returns Portal and follow the prompts.
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Returns
How can I track the status of my return?
To track the status of your return, you will need to purchase tracking from your courier when you post your return to us. This tracking information is crucial for us to monitor the status of your return. Without tracking, there is no way to check on
How long does it take to process my return?
Once your return is received by us, it can take up to 10 business days to process.
What to check before sending a return?
Returns must be in their original packaging and condition. This means there are no scratches, marks, cracks, odours or other damage to the item. Our Quality Assurance team may deny your request if the item is damaged. You can find more information ab
How will I receive the store credit for my return?
Store credits are sent via email once your return is processed and approved. The email address your store credit is sent to is the same email address you used to place your order.
How do I use my store credit?
Redeeming your store credit is simple. Just enter your code at the checkout, and your credit(s) will apply.Ensure you’re logged in to your iSTRAP account, or you're checking out with the same email address that your store credit was sent to.Store cre
How long do I have to use my store credit?
You have 30 days to use your store credit from the date it's issued. It cannot be reissued or reimbursed. If the item you've got your eye on is out of stock, we recommend placing a Backorder or purchasing another product from our huge range to ensure
When will I receive my exchange?
Once your return is received and approved, your store credit will be issued. You can then place your new exchange order and will receive regular updates via email so you can keep up to date on its progress.
Can I return or exchange if I purchased with a discount or during a sale?
Yes! Our Love it or Swap it policy applies to all orders, including orders placed during a sale, or with a discount code. *Free items received as part of our Buy 3, Get 1 Free Promotion cannot be returned or exchanged.
Why is my order not eligible for a return?
There are a few reasons your order may not be eligible for return. You have already processed a return for that order. Your order is outside of our 30 day Love it or Swap it policy. An item in your order may not be eligible for return if the item was
Why was my return request declined?
If your return request was declined, it could be for one of these reasons. The return reason selected does not match the images providedE.g. 'Incorrect or missing item' was selected, however, the item(s) in the image provided show the item(s) are cor
Store credits for International orders
For customers outside Australia, store credits will be issued for the amount paid at the time of purchase. Exchange rate fluctuations that may occur upon use of the store credit cannot be accounted for. Any discrepancies are the onus of the purchaser