We hope you love every purchase you make with BY JOHNNY, however if you are not completely happy with your purchase you may return your garment for a refund (if eligible), exchange (where available) or store credit. If you believe your item to be faulty or damaged, please ensure you contact our customer service team to advise them of the fault within 24 hours of receiving your order. Any garments received back, without prior noticed, in a damaged or faulty manner will not be accepted.
Full priced items are eligible for a refund less postage, exchange or online store credit, when received back at HQ within 14 calendar days from delivery. An RA must be requested within 7 days of delivery to be eligible.
Please note it may take 24hrs to receive request approval.
Due to hygiene reasons all swimwear must be tried on wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or shows signs of wear.
Try on shoes on soft surfaces before they are worn as we will not accept shoes returned with sole markings or scratches. Ensure shoes are returned with original shoebox.
Due to hygiene reasons masks are not eligible for a refund.
Due to hygiene reasons, earrings are unable to be refunded or exchanged.
FINAL SALE OR PROMOTIONAL DISCOUNTS
Final Sale/Online Outlet Sale or items purchased with Promotional Discount Codes are eligible for an exchange (where available) or online store credit only.
Welcome Code Purchases - full priced items that are purchased with our 10% off Welcome Code and orders made using SHOPSETS20 are still eligible for a full refund less postage or online store credit.
CONDITIONS OF RETURN
- All returns and exchanges must be initiated within 7 days of delivery.
- Items must be received back at HQ within 14 days of delivery date
- Please note it may take 48hrs to receive request approval.
- Items must be in original conditions (including tags) and must not have been worn, altered or washed
- All returns must be delivered via post to the specified returns address provided. Any alternative return methods, must be approved prior by contacting us at firstname.lastname@example.org
- If you decide to return your delivery to us yourself and it has been approved by the BY JOHNNY team, the return must be signed for by a BY JOHNNY team member. If the return is left unattended outside our premise it will not be considered delivered and BY JOHNNY does not take responsibility for any loss or damage that occurs as a result.
Any returns who do not meet the above conditions will be rejected and you will be notified via email.
Orders paid via gift card/store credit will be returned onto the gift card/store credit first prior to any other payment methods used.
HOW TO INITIATE A RETURN
To initiate a return or exchange please visit the ‘Assistance’ menu or here, select ‘Request a Return’ and follow the prompts. Once your return or exchange request has been approved/rejected you will receive an RA number via Email.
Please note that it can take up to 48 hours to receive your RA#.
Any requests for exchanges will be approved based on stock availability. Please ensure to include the requested item when lodging the return to ensure that the stock is secured. All new exchange items will be dispatched upon arrival of original ordered items.
RETURN SHIPPING COSTS
All return shipping costs and responsibilities fall to the customer, we recommend returning with a tracking number so that you are able to track your parcel. BY JOHNNY do not take responsibility for any parcels that are lost in transit or damaged on return to us.
BY JOHNNY do not refund international prepaid tax and duties paid should you wish to return an item. You may be able to contact your local customs office to obtain your tax refund.
All refunds are less shipping, we do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable. Items exchanged will be re-sent at our cost.
If you are experiencing issues with your return, please contact email@example.com
THIRD PARTY PAYMENT PORTALS
Refunds are not available on purchases made through third-party payment portals. Third Party Payment Portal transactions at BYJOHNNY.COM.AU are eligible for an exchange only.