Returns & Exchanges | How to return your online order

Return options for Australian customers Return options for New Zealand customers

Exchange

Exchange your order for a different item

Select the shop now option during the return process. Make sure to post your return item as soon as possible and we will send your next order as soon as your return is scanned by Australia Post. *Exchanges are only available for Australian customers

Store Credit

Opt for store credit & get $5 bonus to spend

Select store credit during the return process & receive $5 bonus credit as soon as your return has been scanned by Australia Post.

Store Credit

Opt for store credit & get $5 bonus to spend

Select store credit during the return process & receive $5 bonus credit when your item is delivered.

Just Want a Refund?

$5 returns for all purchases, within 30 days!

Select the refund option and the AU$5 return shipping fee will be deducted from your refund once we receive your return.

Just Want a Refund?

$10 returns for all purchases, within 30 days!

We offer convenient and affordable $10 returns for all purchases, within 30 days! Simply select our refund option during the return process and the AU$10 return shipping fee will be deducted from your refund once we receive your return.

How do I start my return?

Lodge Return

To initiate your online return, simply click the “Start Return” button below and follow the steps to choose an Exchange, Store Credit or a Refund.

Lodge Return

To initiate your online return, simply click the “Start Return” button below and follow the steps to choose Store Credit or a Refund.

Print & Attach Returns Label

Securely package your items and attach the pre-paid returns label. All items must be unworn and in original condition, with tags and packaging.

Post your parcel

Drop off your return with Australia Post within 3 business days.

Post your parcel

Drop off your return with New Zealand Post within 3 business days

Start a return

Frequently Asked Questions

What is the handling fee?

We believe in hassle-free returns, so we are delighted to offer an easy and affordable return solution. A $5 handling fee will apply to all Australian returns, this is a co-payment for the return shipping label. We subsidize more then 50% of this fee so our customers can have peace of mind when shopping with us online.

What is the handling fee?

We believe in hassle-free returns, so we are delighted to offer an easy and affordable return solution. A $10 handling fee will apply to New Zealand returns, this is a co-payment for the return shipping label. We cover more then 50% of this fee so our customers can have peace of mind when shopping with us online.

What is your online return policy?

You can return your online purchase within 30 days for store credit, exchange or a refund. This applies to full-price and reduced merchandise.

All items must be unworn and in original condition, with tags, packaging and box included. There must be no damage or signs of wear. Should returns not meet our returns conditions, we reserve the right to refuse your return.

Online returns can also be taken in person to any GUESS store (excl. David Jones, Myer & GUESS DFO stores) within 30 days of receipt. Our staff will be happy to assist you with an exchange, gift card or refund. Please just present your receipt or order number.

To view our full policy please visit our Help Centre.

What is your return policy?

You can return your online purchase within 30 days for store credit or a refund. This applies to full-price and reduced merchandise. For more information please visit our Help Centre.

All items must be unworn and in original condition, with tags and packaging included. There must be no damage or signs of wear. Should returns not meet our returns conditions, we reserve the right to refuse your return.

Why does the item I want not appear online for exchange?

Due to the popularity of our products, styles and sizes sell out quickly. This means when lodging your return for an exchange, the stock is not reserved and allocated to your exchange order until your return package is scanned as ‘in transit’ by Australia Post. We need to have a minimum inventory of a product for it to be available for exchange. This is to prevent items from going out of stock and causing any disappointment for you.

I'm having issues with your portal, can you help?

If you are having issues logging your return, sometimes this can be due to mismatched information being logged into the portal. Please check that the order number from your order confirmation and email address you are using are the same email you placed the original order with and enter this in the email field. If you are still having trouble, we are here to help via email at customercare@guess.com.au or via live chat, from 8:30am to 5pm.

Why has my exchange request sold out?

If your exchange order has been refunded, it means that your desired item has sold out. Unfortunately the stock is not reserved for your order until your return parcel is scanned in transit. We encourage all customers who lodge exchange requests to post their return ASAP to avoid any disappointment.

I have received a faulty item, what do I do?

We are so sorry to hear you received something that is not up to our usual standards. Please kindly request a return via our returns portal. When prompted, please upload a clear image of the item issue. You will be able to select if you would like to receive a replacement, store credit or a refund. Our team will review the submission and provide further instructions once your lodgement has been approved.

Why don't you offer exchanges for customers in New Zealand?

Due to the popularity of our products, styles and sizes sell out quickly. Our
return carrier needs some time to deliver your order back to Australia and
often stock is sold out before returns are delivered. To avoid disappointment,
we encourage our customers to return their first order and make a second order
for the desired item to ensure quick delivery.

Can I return my order in store?

Online returns can also be taken in person to any GUESS store (excl. David Jones, Myer & GUESS DFO stores) within 30 days of receipt.

Full price and reduced priced merchandise purchased from our online store are eligible for exchange, store credit or a refund. Please just present your receipt or order number.

Please note if you have previously exchanged your item online and your order number starts with EXC, you will need to be return via our online portal. Stores will be unable to process your return.

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