RETURN & REFUNG POLICIES
This policy applies to all purchases made online at Justintong.com.au. Boutique purchases are covered separately below.
You have 14 days from delivery to lodge a return request. Once your return is approved, items must be posted back within 5 business days. Returns sent after this time are not eligible for a refund, exchange or store credit.
Items must be unworn, unwashed and unaltered, with all tags attached, in their original packaging, and with proof of purchase.
Click here to submit an online return. Returns must be lodged and approved before items are sent back.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The conditions in this policy apply to change-of-mind returns and do not limit your rights if an item is faulty, not as described, or incorrect.
At JUSTIN TONG, we want you to love your purchase. If it isn’t right, please review the guidelines below to check your return is eligible.
Conditions of Return
Before submitting a return request, please ensure the following conditions are met:
- The item(s) were purchased from the official JUSTIN TONG website.
- The item(s) are in their original condition: unworn, unwashed and unaltered.
- All original tags and packaging remain intact.
- Customers are responsible for all shipping costs on change-of-mind returns and exchanges, including return postage and postage of any replacement item. Original shipping fees are non-refundable. We recommend a tracked service, as we can’t take responsibility for returns lost in transit.
- Local customers may drop off an approved return at our South Yarra boutique. This must be requested and approved by our team via email first.
Items that do not meet these conditions will not be accepted for a change-of-mind return. Returns sent to our headquarters or brought to the boutique without prior approval will be returned at the customer’s expense.
Return Eligibility
Full-Priced Items
- Eligible for a refund, size exchange or store credit.
Sale Items
- Styles purchased with a discount of up to 40%, including sale markdowns and promo codes, are eligible for store credit or exchange only.
- Styles purchased with a discount of more than 40%, or marked FINAL SALE, are final sale. These are not eligible for return, exchange or store credit unless faulty.
Pre-Order / Made-to-Measure Styles
- Pre-order styles are not eligible for a refund. Where approved, pre-order items may be returned for exchange or store credit only, provided all return conditions are met.
- Made-to-measure and bespoke garments are made specifically for you and are not eligible for return, exchange or refund. See our JT Bespoke Service terms.
Size Exchanges
- Eligible items can be exchanged once for a different size of the same style, subject to stock.
- Exchanged items are final sale and cannot be returned, exchanged again or refunded.
- If your size is unavailable, you can choose a refund or store credit instead, depending on what your purchase is eligible for.
Store Credit
- Store credit is issued by email and is valid for 3 years from the date of issue.
- It can be used online or in store at our South Yarra boutique, and is not redeemable for cash.
Boutique Purchases
- All South Yarra boutique sales are final, and refunds are not offered for change of mind. Any return for store credit is at JUSTIN TONG’s discretion.
Digital Gift Cards
- Digital gift cards are non-refundable and cannot be redeemed for cash.
- Gift cards are valid for 3 years from the date of purchase and can be used online or in store at our South Yarra boutique.
- Purchases paid with a gift card follow the same return eligibility as other purchases. Eligible refunds for the gift card portion are issued as store credit and cannot be refunded to cash or another payment method.
Damaged or Incorrect Items
- Please inspect your order on delivery. If you receive a damaged, defective or incorrect item, email info@justintong.com.au with your order number and photos as soon as possible. We’ll assess the issue and arrange a repair, replacement or refund as appropriate, and we’ll cover return shipping in these cases.
We’ll email you once we’ve received and inspected your return, and let you know whether it has been approved. Approved refunds are processed to your original payment method within 10 business days:
- Card, PayPal and Afterpay: refunded to the original account. Your bank or provider may take additional time to process the refund.
- Gift card: the gift card portion is returned as store credit.
- Store credit and exchanges: issued by email once your return is approved.
If more than 15 business days have passed since we received your return, please contact us at info@justintong.com.au.
This policy applies to all orders shipped outside Australia from justintong.com.au.
You have 14 days from delivery to lodge a return request. Once your return is approved, items must be posted back within 10 business days using a tracked service. Returns sent after this time are not eligible for a refund, exchange or store credit.
Items must be unworn, unwashed and unaltered, with all tags attached, in their original packaging, and with proof of purchase.
Click here to submit an online return. Returns must be lodged and approved before items are sent back.
- International orders follow the same return eligibility as Australian orders. Full-priced items are eligible for a refund, exchange or store credit, and the sale, pre-order, bespoke and size exchange rules on our Australia policy also apply.
- Customers are responsible for all return shipping costs, and for shipping of any replacement item.
- Duties and taxes on international orders are covered by JUSTIN TONG at the time of purchase. Original shipping fees are non-refundable.
- Please mark your parcel as “Returned Goods” on the customs declaration. Any import charges incurred because a return is incorrectly declared will be deducted from your refund or credit.
- Refunds are issued in the currency you paid in. We are not responsible for differences caused by exchange rate changes or bank fees.
- If your item is faulty, damaged or incorrect, email info@justintong.com.au with your order number and photos as soon as possible. We’ll arrange an appropriate resolution and cover return shipping.
The conditions in this policy apply to change-of-mind returns. They do not limit any rights you may have under the consumer laws of your country, or under the Australian Consumer Law, if an item is faulty, not as described, or incorrect.