RETURN ELIGIBILITY
- Timeframe: Customers may return items within 30 days from the date of purchase.
- Condition: Items must be unused, in original packaging, and in the same condition as received.
- Proof of Purchase: A valid receipt or order confirmation is required for all returns.
- Customers who purchased from our other markets, including the US, New Zealand, or Singapore, must return their items to those respective markets. Otherwise, all return shipping costs will be the customer's responsibility.
- Any applicable customs duties or taxes paid are non-refundable.
- Free Return: Customers are eligible for one free return per order. Any additional returns will be at the customer's expense.
- Note: We do not accept returns from third parties, and returns are only applicable in the case where the purchase is made directly from our website.
- Shipping Charges: Original shipping charges are not refundable.
NON-RETURNABLE ITEMS
The following items cannot be returned or exchanged:
- Items not in a resellable condition
- Items purchased from other retailers (we can only accept returns for orders placed directly through our website)
- Gift cards
- Outlet items (unless faulty)
- Items purchased as part of a promotion may be eligible for returns, subject to specific terms and conditions provided at the time of purchase.
HOW TO RETURN AN ITEM (AUSTRALIA)
To initiate a return:
- Request a Return Authorisation by contacting our team at info@thecomfortco.com.au.
- If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
- Once approved, send the item(s) to:
The Comfort Co.
1 Gateway Court,
Coomera, QLD, 4209
- Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is faulty or incorrect. However, the first return per order is free if eligible.
- Packing Instructions: Items should be securely packaged to prevent damage in transit.
- Required Paperwork: Customers must include a printed document with their return containing:
To initiate a return:
- Request a Return Authorisation by contacting our team at info@thecomfortco.com.au.
- If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
- Once approved, send the item(s) to:
The Comfort Co.1
Gateway Court,
Coomera, QLD, 4209
- Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is faulty or incorrect. However, the first return per order is free if eligible.
- Packing Instructions: Items should be securely packaged to prevent damage in transit.
HOW TO RETURN AN ITEM (SINGAPORE)
To initiate a return or exchange:
- Contact us at 9386 4138 or email info@comfortcoshoes.com.sg to organise your return.
- Repackage your merchandise in its original packaging and place the shoebox(es) inside a shipping carton or satchel.
- Contact our warehouse manager at 9386 4138 to arrange pickup of your parcel.
- Returns are typically processed within 5 working days from the time we receive your parcel.
HOW TO RETURN AN ITEM (NEW ZEALAND)
To initiate a return or exchange:
- Contact us at 0800 827 954 or email info@comfortcoshoes.co.nz to organise your return.
- Repackage your merchandise in its original packaging. Place the shoebox(es) inside a shipping carton or satchel.
- Send the parcel using NZ Post or any authorised mail carrier to the following address:
The Comfort Co
2 Jepsen Grove
Trentham, Upper Hutt 5018
New Zealand
Retain your tracking number for reference.
FAULTY OR INCORRECT ITEMS
If your item is faulty, please contact us via phone or email as soon as possible to arrange a resolution. We will guide you through the next steps.
REFUND PROCESS
- Processing Time: We aim to process returns as quickly as possible. Please note that processing times may vary during promotional periods.
- Refund Method: Approved refunds will be processed to the original payment method.
EXCHANGES
- Eligibility: Exchanges are accepted for items of equal or lesser value only.
- Please contact customer service to arrange your exchange.
RETURNS FOR PURCHASES VISA OTHER RETAILERS
We are unable to process returns or exchanges for items not purchased directly from our website. Please contact the original retailer directly.
RETURNS & EXCHANGES FOR SALE/PROMOTIONAL ITEMS
- Sale or promotional items may have different return conditions. Please check the product description or contact us for clarification.
EXTENDED HOLIDAY RETURN POLICY
- During peak holiday periods (e.g., Christmas, New Year, major sales), extended return windows may apply. Please refer to the product page or contact us for further information.
- Specific return deadlines for these periods will be outlined at the time of purchase.
- Standard return conditions apply unless otherwise stated.
CONTACT INFORMATION
For return or exchange assistance, please reach out to:
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