Returns & Exchanges
What is the Berlei returns policy?
For products purchased online and delivered within Australia we will accept returns for change of mind within 30 days from date of purchase (60 days for purchases between 1/3/19 - 30/4/19), or if faulty. Returns are not available on underwear (briefs only) and hosiery, unless faulty. Goods can be returned using a Reply Paid address at no cost to you. For change of mind returns, items must be unworn with tags still attached.
For products purchased online and delivered outside of Australia, we will accept returns for faulty items only.
How can I request a return, exchange or refund?
You can create a new return request using our online returns system. You will need your order number and email address with which you placed the order, both of which can be found in your order confirmation email.Request Return
What happens if my product is faulty?
Berlei takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. You can create a new return request for faulty items using our easy online returns system (outlined above). In instances where your order was placed more than 60 days ago, or was delivered outside of Australia, please contact our Customer Service team on 1800 806 906 (between 8am and 5.30pm AEST Monday to Friday) who will advise and assist with the returns process. Berlei will ensure all costs associated with returned faulty goods, including delivery, is at no expense to you.
What are my options when I return an item?
Whether your item was faulty or you've just changed your mind, Berlei provides three returns options:
1. Exchange for an alternate size/colour (subject to stock availability)
2. Store Credit to your Berlei online account (for customers with a Berlei member account)
3. Refund to your original method of payment (e.g. Credit Card or PayPal)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Berlei. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.
How long will it take to receive a refund?
Once your refund has been approved and you have received your number to complete your returns label, simply send the item back to us. In Australia, we have teamed up with Australia Post to enable you to Track your return using the Australia Post article ID on your return label. (https://auspost.com.au/track). Upon receipt of the item we will refund/credit your account in approximately 3-5 business days. Please note it can take up to 30 days to receive and process a return.
Can I return an item to a retail store?
Goods purchased from berlei.com.au must be returned via our online returns system. Berlei goods purchased from retail stores need to be returned to the store from which those goods were purchased.
What will happen if I return an item purchased with a Gift Voucher?
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be provided in the form of a new Gift Voucher.
Who gets refunded if I return a gift?
The refund will be credited to the original card or account used to purchase the gift.
A return label was not included in my parcel/I lost it?
Download and print our return label here.
[Version 1.6, July 2017, © Hanes Innerwear Australia Pty Ltd]