Refund policy

returns & exchanges

We hope you love every purchase you make with TOWANDA.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you are not completely happy with your purchase you may return your garment for a refund (if eligible), exchange (where available) or online store credit. If you believe your item to be faulty or damaged, please ensure you contact us via email studio@towanda.com.au within 7 days of receiving item.

Return Items must not be worn, altered, damaged or washed. All items must have swing tags attached.

To ensure you are eligible for a return ensure there is no dog or cat hair on return garments and be careful of make up rubbing off on to the item.

full price

Full priced items are eligible for a refund less postage, exchange (where available) or online store credit, when returned with us within 14 days from delivery date. Returns outside this period will not be accepted.

A return authority must be requested within 7 days of delivery to be eligible. Please email studio@towanda.com.au and we will send you a return authority & instructions.

Special promotional code purchases on full priced items are eligible for a full refund (less postage), exchange (where available) or online store credit. 

sale & final sale

Sale items will always be clearly marked and are eligible for an exchange (where available) or online store credit only. They are not eligible for a refund.

Final sale or final clearance items will also be clearly marked. These items cannot be returned or exchanged. Buy only what you love.

conditions of return

All returns and exchanges must be initiated within 7 days of delivery by simply emailing us studio@towanda.com.au and requesting a return authority.
If eligible, you will receive your return authority and return instructions. Items must be shipped back to us within 7 days of authority issue. We suggest you use a parcel delivery service with a tracking number so that you may track your parcel. All return shipping costs and responsibilities fall to the customer. TOWANDA does not take responsibility for any parcels that are lost in transit or damaged on return to us. 

Item must be in original condition (including tags) and must not have been worn, altered or washed.

Any returns that do not meet the above conditions will be rejected and you will be notified via email.

refunds and international taxes / duties

TOWANDA do not refund international taxes / duties paid should you wish to return an item. You may be able to contact your local customs office to obtain your tax refund.

refunds and shipping / delivery charges

All refunds are less shipping, we do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable. Items exchanged will be re-sent at no delivery charge for the first exchange only. Any further exchanges will incur a standard delivery charge.

refunds and credit notes

TOWANDA is happy to process refunds and credit notes on full priced items within 14 days. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

All sale items purchased online cannot be returned for a refund unless faulty, in accordance with Australian Law. Credit notes can be offered where applicable.

Unfortunately, we cannot accept returns on sale items or gift cards.

Purchases made with a credit note or gift card cannot be refunded however a new credit note will be gladly offered.

Refunds are not available on purchases made through third-party payment portals. Third Party Payment Portal transactions at www.towanda.com.au are eligible for an exchange only.