RETURNS/EXCHANGES
We hope you love every purchase you make with BY JOHNNY, however if you're not completely happy with your purchase you may return your item for a refund (if eligible), exchange (where available), or store credit. For faulty or damaged items, please contact our customer service within 24 hours of receiving your order. Returns of damaged items without prior notice will not be accepted.
We offer Checkout+ to our AU and NZ customers only, when you opt in to Checkout+ you are eligible for free return shipping. Customers that take advantage of our Checkout+ option will receive a pre-paid label through our portal for any returns request. Customers who opt out will be responsible for the costs of return shipping, with the cost being deducted from the refund/credit note.
- 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 24hrs 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. If you wish to return your order in person at our HQ please contact our team via email to confirm a time info@byjohnny.com.au
- 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 that 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.
Full priced items purchased without a promotional discount 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.
Final Sale/Online Outlet Sale or items purchased with Promotional Discount Codes are eligible for an exchange (where available) or online store credit only.
Purchases made using SHOPSETS20 code will be eligible for an exchange (where available) or credit note. Conditions may apply for a refund. **If you return all items, you will be eligible for a full refund less shipping. However, if you choose to return part of your order (leaving only 1 item), the discount will no longer be applicable to the order. Keep in mind, the remaining item that was not returned will be charged at its original price.
Full Price items that are purchased with our 10% off Welcome Code are still eligible for full refund less postage or online store credit.
To initiate a return or exchange please visit the 'Assistance' menu or click the 'Request a Return' button below 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. Exchange stock approval is confirmed via a new order confirmation email. 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.
Eligible customers who have opted into Checkout+ will receive a pre-paid label for all return shipments at no cost, for all other customers all return shipping costs fall to the customer and will be deducted from the refund/credit note amount. We will send out exchanges at our expense.
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 original shipping costs, we do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
If you are experiencing issues with your return, please contact info@byjohnny.com.au