return policy

OUR PROMISE TO YOU

We guarantee our products to be free of manufacturing defects and will accept any defective item for a refund or exchange.

From time to time, you may purchase an item that doesn’t quite fit right. To make life easy, we will provide a refund on any item that is returned in its original condition.

 

OUR 30 DAY RETURNS POLICY

All items can be returned within 30 days of purchase for a refund (minus any shipping charges paid). However, we are unable to accept returns in outlet stores or concept stores. Please note that we are unable to accept returns on socks and underwear due to hygiene reasons. 

Orders placed between 1 November 2022 and 16 January 2023 can be returned within 60 days of purchase.

In order to take advantage of this, you can 

(a) Simply login and fill in the return details; and your postage label will be emailed to you
(b) Attach the label and return the product to us in the same condition it was received and if possible with all packaging

Once your return has been received, our team will process your request in 2-3 days and contact you via email with the results. Please allow 5-7 business days for Australia Post to return your parcel to us. If we consider any returned product to have been used/worn/washed or tags or labels are missing or removed, we may reject the return and not give a refund.

You should obtain and keep proof of postage in case you need it as evidence that you have returned the product to us as the returned products are your responsibility until they arrive at our warehouse.

Registered users can print the postage label, view Return Requests and Status of each Return from My Account. Please ensure you are logged in when you request your return. 

 

EXCHANGES

Ben Sherman is unable to offer exchanges via our online store. Alternatively, return your item for a refund and place a new order for the correct size and/or colour. Orders made with AfterPay, Zip Pay and Paypal cannot be exchanged in-store and must be returned online for a refund. 

 

REFUNDS

Please allow up to 15 business days for the refund to appear on your bank statement. All products must be in an undamaged, unworn condition with all labels and product swing tags attached for you to be able to return them. If the returned goods do not meet the criteria, a refund will be declined and we will return the products to you. 

Please note that all orders purchased using Afterpay, Zip Pay and Paypal can only be returned for a refund via our online returns process that can be found on Return Policy. 

How do refunds get processed?

If you choose a refund, we will process this refund via the original payment method you used to place the order.
How long your refund takes and how it is processed depends on the payment method you used when you placed your order, we recommend checking in with your payment provider on their current processing times for further information.

My original credit card used no longer exists, how will I receive my refund?

Our payment system only allows us to ‘reverse’ payment to the credit card used in your original purchase. This means that although your account is closed and your card cancelled, we are unable to transfer funds into a personal bank account or onto a new card. The process may vary between financial institutions so please contact your bank – they will be able to explain the process to transfer your refund from the closed card to the new card.
On the occasion that the refund fails, we will be in contact with you to organise a Manual Bank Transfer.

** Please note there is no refund or exchange available on Ben Sherman underwear.

If you have misplaced your returns slip, please use our Returns Form.

** Please note shipping costs are non-refundable

 

DEFECTIVE PRODUCTS

If you think a product is defective, please contact us and our team will assist you with organising to return the product. After examining the product, we will confirm by email that it is defective. We will either issue a refund for the price you paid for the product or, if you wish, provide a replacement. In order to take advantage of our defective Return Policy, you must either take it into your closet Ben Sherman retail store with proof of purchase, or

(a) contact us to speak to our team to arrange a Return Authorisation Number to be sent to you;
(b) complete, sign and date the return form included with our original delivery (giving a short description of the defect); and
(c) return the product to us in the same condition as received and if possible with all packaging.

You should obtain and keep proof of postage in case you need it as evidence that you have returned the product to us as the returned products are your responsibility until they arrive at our warehouse. Where possible, please use or include with the product being returned, all original packaging and tags/labels.

 

CONTACT US

If you have any questions about cancellation or returns, please contact us via our contact form or email shop@bensherman.com.au.