CUSTOMER CARE

ONLINE RETURNS POLICY

If something isn’t right, we totally understand. In addition to your statutory rights, we have a hassle free returns policy for online orders.

Please note: GUESS online cannot process returns for items that have been purchased in-store. Online orders made via Afterpay and Paypal can only be returned to the GUESS returns postal address for a refund to be processed. GUESS standalone stores can only return Afterpay and Paypal purchases in exchange for product of equal value.

All GUESS kids items purchased from our online store must be returned to the online store.

For change of mind returns items

You can return for refund any full price or reduced merchandise that is unworn and in its original conditions to GUESS online or any GUESS store (excl. David Jones, Myer & Outlet stores). Please carefully read the below terms and conditions as they have recently changed and we are no longer able to offer exchange of goods when returning to the online store, only refund. If you wish to return and item for a new size, please send your item back for a refund and then create a new order.

All eligible online change of mind returns require:

  1. Proof of purchase to issue any refund.
  2. Product to be in original condition with all tickets and labels attached.
  3. Items to be returned within 30 days of purchase.
  4. Our Online Returns Form filled in.

Items under warranty may be subject to assessment if returned as faulty.

RETURNING TO A STORE:

  • Simply present your online receipt, your online returns form and the credit card used for your purchase at any GUESS store within 30 days of purchase where our staff will be happy to assist.
  • Please note that Marciano Collection online purchases can only be returned in store to the following stores that stock Marciano:  Chadstone, Crown Metro, Robina; or to the Online Store.

RETURNING TO THE ONLINE STORE:

To return to the online store you can choose from the following two options.

1) ParcelPoint
ParcelPoint is a trackable returns service available at hundreds of local stores, open 7 days a week until late for your convenience. This is our cheapest return option with a postage cost between $6.95 and $8.95 depending on location including proof of postage. For ParcelPoint returns simply go to http://parcelpoint.com.au/guess and follow online process to book your return and print a shipping label. You can choose to return your parcel to a ParcelPoint store or any post office.

2) Australia Post
The customer is responsible for all postage charges associated with change of mind returns which will vary depending on location. You can print your label at home using our hassle free portal at https://returns.auspost.com.au/guess-online. Otherwise you can post your item to;

GUESS returns
C / O Williams Fashion Logistics

67/73 Gow Street
Padstow, NSW
2211, Australia

Returns are generally processed within 2 business days of receipt at our distribution centre. Please allow 5 business days from the day your return is processed for your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

Please note;

  •  All refunds will be processed using the original payment method.
  •  Due to hygiene reasons we are unable to accept change of mind exchanges or returns on underwear, socks, earrings and sleepwear.

GET IN TOUCH

If you have any questions contact our Client Service Team. Our team is available during business hours AEST.