RETURNS

NOT IN LOVE? NO WORRIES!


We hope that you love your new Exoticas! However, we understand that it can be disappointing when things aren’t quite right. If this is the case, we are committed to helping where we can to make your experience the best it can be. 

 

WITHIN AUSTRALIA

You can return any eligible items within 30 days of delivery, as long as it meets the below eligibility criteria:

    • Item(s) must be unused, unwashed and in impeccable condition.
    • Garments with distinct odours, blemishes, signs of wear and tear or covered in animal/human hair will not be accepted.
    • Tags must still be attached. 
    • Undergarments and socks cannot be returned for hygiene reasons. 
    • Sale items cannot be returned unless deemed faulty.

Returns will be processed in the form of store credit OR exchange for the same style in a different size.

STEP 1: RETURNS FORM

The first step is to fill out the returns form below – easy!

STEP 2: PURCHASE A SHIPPING LABEL

Use our AusPost Returns Portal to purchase your Shipping Label.


If you prefer to do it over the counter, no problem! Just go to your nearest Post Office to post your return. Just make sure you add a note with your order number on the package.

We recommend using a trackable postage service, that way you can make sure your gear is safely on its way to us! The package is your responsibility until it reaches us, so please ensure everything is packed securely. Unfortunately, Exotica cannot be responsible for lost parcels.

STEP 3: PACK YOUR ITEM(S)

Package up the item(s) you want to return (you can even re-use the Exotica bag your order came in), stick on the shipping label, and take it to your closest Australia Post office to get it on its way. 

ADDRESS IT TO:
EXOTICATHLETICA
27-29 ACCESS CRESCENT
COOLUM BEACH, 4573, QLD

STORE CREDIT & EXCHANGES

Items can only be returned for a store credit or size exchange. Items will not be refunded unless deemed faulty.

The value of your store credit or exchange will be equal to the purchase price, which means if you purchased the item on sale, we will credit you the amount you paid, not the full retail price.

To facilitate the exchange process, you can only exchange for a different size. If you wish to purchase a different item, we will issue a store credit for you to use at your own discretion.

 *Due to the popularity of our range, we cannot guarantee that a replacement item will be in stock at the time of processing your return.

WHAT CAN'T BE RETURNED?

Undergarments and socks cannot be returned for hygiene reasons. 

Sale items cannot be returned unless deemed faulty. Products purchased as part of a promotion are eligible for return providing the return meets the conditions of our Returns Policy and the specific promotion T&Cs.

HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?

Once we’ve received the item(s) back at our warehouse, it might take up to 10 business days for your return to be fully processed. You will receive an email notification from the Customer Service Team letting you know if the return has been accepted.

RECEIVED A FAULTY PRODUCT?

If you believe your garment is faulty, please get in touch with our Customer Service Team via email at sales@exoticathletica.com.au or call (07) 5471 0986 and we’ll make it right for you!

PLEASE NOTE:

  • You have 60 days to notify us of a suspected faulty item
  • Our Customer Service Team must be notified prior to you sending us the suspected faulty item.
  • Suspected faults will be dealt with on a case by case basis.
  • In some cases, a photograph will be insufficient to determine if a product has a manufacturing defect and we may request that you send the garment to us for further inspection.
  • We reserve the right to deny a claim of a faulty item if we request to have the item returned and you refuse to send it back. 
  • If your garment has been deemed faulty and confirmed by our quality control team, we will offer you an exchange, a store credit, or a refund back to the payment method used to place the order.
  • We will cover the cost of returning faulty garments to us.
  • For minor faults, you will be entitled to a refund of 50% of the amount you paid for that particular item. If you purchased the item on sale, it would be 50% of the amount you paid, not the full retail price.
  • If, upon further inspection, we reasonably determine that the product is not faulty, or has been damaged due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will deny your return and send the product back to you at our cost.
REST OF THE WORLD

You can return any eligible items within 30 days of delivery, as long as it meets the below eligibility criteria:

    • Item(s) must be unused, unwashed and in impeccable condition.
    • Garments with distinct odours, blemishes, signs of wear and tear or covered in animal/human hair will not be accepted.
    • Tags must still be attached. 
    • Undergarments and socks cannot be returned for hygiene reasons.
    • Sale items cannot be returned unless deemed faulty.

Returns will be processed in the form of store credit. We do not offer refunds unless the item is deemed faulty.

STEP 1: RETURNS FORM

The first step is to fill out the returns form below – easy!

STEP 2: SEND YOUR ITEM(S) BACK

Package up the item(s) you want to return (you can even re-use the Exotica bag your order came in). Address it to the shipping address provided below, and take it to your closest post office to get it on its way.

SHIP TO:
EXOTICATHLETICA
27-29 ACCESS CRES
COOLUM BEACH - 4573 QLD
AUSTRALIA

*Please make sure to add your Full Name and Order Number in the sender's field.

We recommend using a trackable postage service, that way you can make sure your gear is safely on its way to us!

The package is your responsibility until it reaches us, so please ensure everything is packed securely. 

Unfortunately, Exotica cannot be responsible for lost parcels being returned.

 

STORE CREDIT

Items can only be returned for store credit. We do not offer exchanges on international orders (outside Australia).

Items will not be refunded unless deemed faulty.

The value of your store credit will be equal to the purchase price, which means if you purchased the item on sale, we will credit you the amount you paid, not the full retail price.

WHAT CAN'T BE RETURNED?

Undergarments and socks cannot be returned for hygiene reasons. 

Sale items cannot be returned unless deemed faulty. Products purchased as part of a promotion are eligible for return providing the return meets the conditions of our Returns Policy and the specific promotion T&Cs.

HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?

Once we’ve received the item(s) back at our warehouse, it might take up to 10 business days for your return to be fully processed. You will receive an email notification from the Customer Service Team letting you know if the return has been accepted.

RECEIVED A FAULTY PRODUCT?

If you believe your garment is faulty, please get in touch with our Customer Service Team via email at sales@exoticathletica.com.au or call +61 7 5471 0986 and we’ll make it right for you!

 PLEASE NOTE:

  • You have 60 days to notify us of a suspected faulty item
  • Our Customer Service Team must be notified prior to you sending us the suspected faulty item.
  • Suspected faults will be dealt with on a case by case basis.
  • In some cases, a photograph will be insufficient to determine if a product has a manufacturing defect and we may request that you send the garment to us for further inspection.
  • We reserve the right to deny a claim of a faulty item if we request to have the item returned and you refuse to send it back. 
  • If your garment has been deemed faulty and confirmed by our quality control team, we will offer you an exchange, a store credit, or a refund back to the payment method used to place the order.
  • For minor faults, you will be entitled to a refund of 50% of the amount you paid for that particular item. If you purchased the item on sale, it would be 50% of the amount you paid, not the full retail price.
  • If, upon further inspection, we reasonably determine that the product is not faulty, or has been damaged due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will deny your return and send the product back to you at our cost.

 

Our friendly Customer Service Team is here to help. Feel free to contact us if you have any questions:
Phone: (07) 5471 0986
Email: sales@exoticathletica.com.au

Outside Australia?
Phone: +61 7 5471 0986
Email: sales@exoticathletica.com.au