If you are not happy with your purchase, full priced items or items using discount codes can be returned for a Store Gift Card only
using our Returns Portal here
CONDITIONS OF RETURNS
Please submit your return request within 30 days of dispatch of your order.
Please note all return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty by our team. Due to current restrictions, return costs for international customers are higher than average
We do not accept returns on the following:
- Final Sale items (this excludes full priced items purchased using a discount code)
All products must be returned in the following condition
- Tags attached
- In original packaging
- Without perfume or deodorant smells
- Without makeup or fake tan marks
- The item has hygiene stickers still in place (bodysuits and swimwear)
If the returned garment/s do not match the above conditions the order will be returned back to the sender.
Runaway The Label reserves the right to reject any return if the garment has been returned back to us not in its original condition. Any garment/s returned to us that have been worn, soiled or damaged in any way or form will be rejected of a store credit and in most cases, your return will be sent back to you or in the rare circumstance you will incur a cleaning fee that will be deducted from your store credit. This includes garments that have any traces of perfume/deodorant/laundry detergent etc
We recommend obtaining tracking on your return parcel, as Runaway the Label is not responsible if your return goes missing in delivery.
STEPS TO CREATE A RETURN - Including International Returns
1. Please use the link here to use our return portal.
We will only accept returned item(s) that have been booked using our returns portal.
2. Enter your order number and email address
3. Select the items you wish to return and press next
4. Choose a return reason and press next
5. Select the refund method as store credit and confirm
6. Your Return Request will be sent to head office for approval
7. Once approved you will receive the steps on how to return your garment/s back to us via email
7. You have 14 days from the date of authorisation to return your garments back to our office.
Please note Runaway the Label do NOT cover the cost of returning garment/s back to our head office.
Once Runaway the Label receives your return back to our Head Office please allow up to 2-3 business days for your return to be processed
*any return sent to us that has not been authorised or has not submitted a return will be rejected and sent back to its sender
RETURNS AND PROCESSING DELAYS
Once your return has been tracked as delivered. Please allow up to 2-3 business days for processing.
STORE CREDITS/GIFT CARDS
- When your return is processed you will receive a gift card for the amount you paid for the item at the time of purchase
- You will receive an email containing your gift card
- Gift Cards do not expire
- Gift Cards can be used in conjunction with Sale Items and site wide
We now offer exchanges, in the returns portal please select this option when selecting your method of return. All exchange orders will be sent once the original order has been received back and assessed by our returns team. Exchanges must be submitted through the portal. If a store credit is selected we are unable to change this over to an exchange if you change your mind.
RETURNS WITH AFTERPAY
If you are after a return for something you have purchased using AfterPay as the payment method, you will be issued a gift card for the full amount of the unwanted item unless the item is deemed to have a fault by our returns team. You will continue to be charged by AfterPay until you have paid all your instalments
If you have received your garment with a fault or received the incorrect garment please contact firstname.lastname@example.org with pictures of the fault within 48hrs of receiving your garment/s. Once your email has been received and assessed, we will be able to provide you with information on how to return the item. Please note - All orders are inspected thoroughly for faults before dispatch by our QC team
For any further clarification please email us at: email@example.com and we will happily do our best to answer your questions.