If you’ve had a change of heart about a product you’ve purchased online or in-store, you have up to 30 days from the date of receipt to return or exchange your product, subject to the below:
- If your product is unused and unopened, we’ll exchange it or refund you in full using the same method of payment as your initial purchase. Returns must be accompanied by proof of purchase.
- Please note, we don’t offer refunds or exchanges for change of mind where a product has been used or opened.
- We don’t exchange or refund gift vouchers or promotional items.
- If you’re not happy with your order, please tell us – we’ll always try to help you if we can.
If you’ve had an allergic reaction to a product, please take a photo and discontinue use of the product immediately. We’ll provide a refund or exchange for reactions to products, provided you’ve used less than 30% of the product.
Please note that products purchased at Jurlique David Jones and Myer locations are subject to the David Jones Returns Policy & the Myer Returns Policy.
Birkenhead Point Outlet Returns Policy
Please note we do not provide refunds or exchanges for change of mind on products purchased from the Birkenhead Point Brand Outlet. We will only provide a refund or replacement where a product is faulty or where you are entitled to a refund or replacement under the Australian Consumer Law, provided the product being returned is accompanied by proof of purchase.
You have additional rights under the Australian Consumer Law that cannot be limited by this change of mind returns policy, including guarantees that the products will be of acceptable quality. Jurlique’s change of mind returns policy applies in addition to your other rights and remedies under the Australian Consumer Law and does not exclude, restrict, modify, limit or override your rights under the Australian Consumer Law.
If your product is faulty or arrived damaged, please contact our Customer Care Team with a detailed description of the issue and a photo, if possible, so that we can assist.
How do I return an online order?
Free returns are available within Australia for online orders. Online orders cannot be returned or exchanged in-store. Please contact us, providing your order number and the details of the product you would like to return, and our Customer Service team will provide you with a link to our Australia Post Returns Portal. Then, simply follow the below steps to lodge your free return:
- Enter your return details. Your order number can be found on your order confirmation email.
- Review and confirm your details to create your prepaid return label.
-Print your return label and securely attach the label to the top face of the parcel, ensuring the tape does not cover any part of the barcode. You may print your label at most Post Offices.
- Post your parcel at any Post Office and you will be issued with a lodgement receipt and tracking number. Alternatively, post your parcel in a red street posting box or in-store drop box.
How do I return an in-store order?
You are welcome to return products in person at any Jurlique standalone store (excluding the Birkenhead Point Brand Outlet). Products purchased in-store must be returned in person and cannot be returned or exchanged online.
When can I expect my refund or exchange?
Generally, online refunds and exchanges take 3 business days to process from receipt of the returned order. Please allow 3-10 business days for your exchanged products to arrive or 7-10 business days for your funds to be visible in your account. If further information is required from us regarding the return of your refund/exchange, this will affect the processing timeframe.
In-store exchanges and returns are initiated immediately and will be refunded to your original method of payment. If you paid for your product by credit or debit card, please allow up to 5 business days for any refund to be processed by your bank.
What if my order was wrong or the product is damaged?
In the event that your online order arrives incorrect or damaged, please contact us as soon as possible so that we can assist you with the appropriate refund or replacement.
To enable the Customer Service team to efficiently address your enquiry, please provide your order number, full name and contact details.