<p><span style="font-family: Tahoma,Geneva,sans-serif;">July offers a 100 Day Returns policy, allowing customers the opportunity to see the products in person if they cannot make it into one of our stores. Only items unpersonalised and unused are cov

&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;July offers a 100 Day Returns policy, allowing customers the opportunity to see the products in person if they cannot make it into one of our stores. Only items unpersonalised and unused are covered by this policy.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Please note:&lt;/strong&gt; AU refunds incur a return fee of 10% of the item/s cost, deducted from the final refund. This is disclosed to customers on the public 100 Day Returns Policy article.&lt;/p&gt;&lt;p&gt;ReDo is our returns portal that allows customers to process all returns / exchanges themselves (this replaced Loop). If they message in, just provide them with the Macro: AU Return / Exchange which will provide them with a link and details.&lt;/p&gt;&lt;p&gt;They can also find this link on our FAQ&apos;s under Return &amp;amp; Exchange as well as the Live Chat Portal under Manage my Orders. Once here, they follow the prompts to process their return or exchange.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;img src=&quot;https://uploads.gorgias.io/P4k1n6j0on7reOX9/Screen_Shot_2023-05-26_at_4.25.30_pm-13ec3204-bc09-454f-9c7c-bce151e715a7.png&quot; style=&quot;width: 300px;&quot; class=&quot;fr-fic fr-dib&quot;&gt;&lt;/p&gt;&lt;p style=&quot;text-align: left;&quot;&gt;&lt;br&gt;&lt;/p&gt;

Returns Process (AU)

&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;July offers a 100 Day Returns policy, allowing customers the opportunity to see the products in person if they cannot make it into one of our stores. Only items unpersonalised and unused are covered by this policy.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Please note:&lt;/strong&gt; US refunds incur a return fee of 10% of the item/s cost, deducted from the final refund (this does not apply to NZ). This is disclosed to customers on the public 100 Day Returns Policy article.&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Customers can initiate a return by reaching out to us via our Contact Us form, Live Chat, or emailing us directly, or self-serve through the ReDo returns portal linked from the public Help Centre.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 1&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Upon first contact, we need to assess the condition of the returned item. If they have not attached photos to their message, send macro &lt;strong&gt;&quot;RETURNS - Step 1: confirm item is unused&quot;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 2&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p id=&quot;isPasted&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once you are satisfied with the evidence provided, continue with sending &quot;US/NZ Returns - Step 2 Confirm return/Process through JIFI&quot; macro.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;You can then request the label from the appropriate 3PL by completing the required spreadsheets. &lt;em&gt;(Note: confirm with a Lead Agent whether this spreadsheet step is still current now that ReDo handles customer-initiated returns online &#x2014; this article hasn&apos;t been reconciled against the ReDo workflow yet.)&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 3&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once our 3PL have provided us with the required label, we can send to them with &quot;US/NZ Returns - Step 3 Send label&quot; macro.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong id=&quot;isPasted&quot;&gt;Step 4&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once our 3PL have confirmed the item has been received on the spreadsheet, we can move forward with the next steps.&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Returned for Refund&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Send &quot;Refund Notification&quot; Macro&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Returned For Exchange&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Send &quot;Confirm exchange details&quot;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: left;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 5 (Exchange Only)&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: left;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once the previous steps have been arranged, notify a lead agent to issue the exchange via Shopify by leaving an internal note and tagging them. The lead agent will then process the exchange and request the partial refund or issue an invoice if applicable.&lt;/span&gt;&lt;/p&gt;

Returns Process (US/NZ)

In an effort to move away from the usage of spreadsheets, we are currently testing a method that centralises all returns in JIFI. Step 1. Upon first contact, we need to assess the condition of the returned item. If they have not attached photos to th

Returns via JIFI (AU Only)

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Returns Process

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