Return and Exchange
Popping Candy wants you to LOVE your purchases from us. Therefore we accept returns on full price items for any reason within our 30 day return window. This means your item must be posted back to us within 30 days of receiving it. Please send your return express post to get it back to us within 30 days – it just needs to be actually physically sent/postmarked before the 30 day window expires.
Exceptions to the 30-day policy are made around Christmas time, but are on a case-by-case basis so please contact us if you are unsure if your return qualifies, or check in with us prior to making your purchase at gayle@poppingcandy.com.au or using our CONTACT US form.
Instructions for exchanges are found in section C further down this page.
Faulty Items
If you have received a faulty item, please immediately contact us at info@poppingcandy.com.au with a detailed description and/or photos of the issue so we can arrange a solution for you right away. DO NOT go through the rest of the returns process below until you contact us first so we can help.
1. Submitting Your Return:
You can return your item/s for either a REFUND or STORE CREDIT.
Refunds are made back to the original payment method only and are subject to a 10% restocking fee to assist with admin costs of processing returns
Store Credit (emailed to you as a gift card code) will be for the full purchase amount minus only the initial postage paid - no restocking fee is charged on store credit returns.
Returns must include all original packaging and items must be in unworn, brand new condition. Items returned with visible wear, pet hair, dirt or other marks will be denied a refund. In the case a refund is denied, we will contact you to see if you want to pay to have the item/s returned to you at your cost. Please make sure your goods are in perfect, unused and clean condition when they are sent back to us. See section B for further info on returns exclusions and T&Cs.
In Person: If you live near or are visiting our warehouse in Bomaderry NSW, you can return or exchange items directly on site. Please text 0421172018 to make an appointment to visit the warehouse – we have limited hours so an appointment is best. If you are very local and happy to risk possibly missing us, our usual open hours are M-F 10am to 1pm. The warehouse address is 18 Concorde Way, Bomaderry NSW 2541.
Australian Return:
For returns within Australia, we strongly recommend using our Return Portal. Simply click HERE (LINK TO PORTAL: https://return.auspost.com.au/
When you send back your item/s, please be sure to include a note with the following information:
FULL NAME
REASON FOR RETURN
ORDER NUMBER [IF AVAILABLE]
CONTACT [PHONE NUMBER and EMAIL]
REFUND TYPE [STORE CREDIT (100% of the product cost) or REFUND (less the 10% restocking fee]
Please include clear instructions with your return. Any returns received without instructions will be processed as a store credit.
International Returns
For returns outside AU/NZ, we strongly recommend you try to resell the item on Vinted, Marketplace, Depop, or similar platform rather than trying to return. Postage from UK, USA, Canada etc is extremely expensive to Australia and in many cases costs more than half of the refund amount. If you do decide to return your international order, please make sure to send the item tracked and with insurance because we cannot be responsible for refunding items that arrive to us damaged, or if they are lost in transit. Please also read the Terms & Conditions so you are certain your purchase qualifies before returning.
2. Returns & Exchanges Terms & Conditions
♥ Items that have been discounted 50% or more below their original price can be returned for a store credit only, no refunds.
♥ Swimwear can only be returned or exchanged if the hygiene strip inside the garment is intact. Please ONLY try on swimwear with clean undergarments on. We reserve the right to deny returns or exchanges on returned swimwear if we have reason to believe hygiene rules were not followed.
♥ Items marked FINAL SALE &/or IMPERFECT CANNOT BE RETURNED or exchanged. Of course, we follow all ACCC requirements, and refunds will be given on any faulty items if those faults (or potential faults) were not already stated in the product description. If you receive an item with an undisclosed fault, please email us immediately gayle@poppingcandy.com.au so we can assist.
♥ Items must be returned in original condition - tags attached, all original packaging intact and included, and shoes must be in unworn condition. Please try on shoes on carpet to avoid any scuff marks. Please keep the item clean from animal fur, dust/fluff, makeup stains & cigarette smoke. We reserve the right to reject any items that are returned in unsaleable condition.
♥ If items are returned in anything other than brand new, original condition, your refund will be denied and you will be given the option to receive your items back via post at your cost, or surrender them.
♥ No returns or exchanges on blind boxes, lucky dips, or mystery packs.
♥ Gift cards cannot be returned and are not redeemable for cash.
♥ The customer is responsible for all return postage costs, unless there was an error with the order, or you have received a faulty/damaged item. In this case we will cover all costs to ensure you are not out of pocket, so please contact us at gayle@poppingcandy.com.au with details so we can assist.
♥ All returns will be processed within 5 business days of arriving back to the Popping Candy Warehouse. There may be some slight delays on processing returns during busy times or holiday periods. Please understand that there may be an additional wait for the funds to return to you after we have processed the refund, as different payment platforms have different policies and processing times that are out of our control.
♥ Returns or exchanges received without a note with your contact information include will automatically be given store credit ONLY so please don’t forget your note! 😊
♥ Preorder items can be returned or exchanged as usual.
Exchanges
In the case of return for an exchange, items must be sent back to us with a postmark that is within 30 days of when you received your order. There is never a need to pay for express post as long as the item is physically posted within the 30 day window so please don’t spend the extra money. All items MUST be in original, unworn condition and include ALL packaging (unless in special circumstances, as otherwise agreed upon via email). Refer to section B above for terms and conditions, and for a list of items ineligible for return or exchange. If you are unsure about anything, please email us FIRST at gayle@poppingcandy.com.au
Address For Exchanges:
Popping Candy
18 Concorde Way Bomaderry NSW 2541
There are two possible ways to go about making an exchange. It's your choice how to proceed, but please be aware with Option 2, you could miss out on your preferred size if it sells out while your exchange is in transit to us.
Option 1 (fastest/preferred): Pop onto the website and buy the correct size/style you are after, and then return the original pair or pairs to us using the method described in the Returns section (A) above. Please also include the NEW ORDER NUMBER in a short note with your name, original order number and email address, so we can waive the 10% restocking fee for you (as you have already purchased your exchange pair). We will then refund your purchase price in full provided the shoes returned to us follow all return T&Cs (sent back in brand new, unworn condition within our 30 day policy timeline).
Option 2 (slower but no second purchase) - Traditional "straight swap" exchange:
Purchase two appropriately sized, prepaid tracked satchels from your local Aus Post shop. (If not using a post satchel, make sure you ask the lovely folks at your local PO to duplicate the shipping label so that you are sending us a prepaid satchel or envelope, otherwise there will be a delay in exchanging your item/s while we contact you and wait for the return postage to be paid.)
Address one satchel to yourself and enclose that one along with the item/s and a note with your name, mobile number, email and instructions for your exchange (what size/style you need for the new pair, etc) inside the other satchel, addressed to us here at Popping Candy 18 Concorde Way Bomaderry NSW 2541.
Once the exchange arrives back to us, we will follow your instructions and get your new pretties on their way as quickly as possible. If the item you're requesting is unavailable when we receive your parcel, we will contact you to discuss next steps, so please make sure to include BOTH email and mobile number with your return. Returns and exchanges with no note included will be given store credit.
Happy Shopping, Sweetie! And if you ever have any questions, please don't hesitate to email us gayle@poppingcandy.com.au
Thanks so much! - Gayle & Paul @ Popping Candy HQ
