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FREE DELIVERY OVER $80* | RETURN IN STORE & ONLINE*

Returns & Exchanges

Change of Mind  

Health Essentials are non-refundable where you have simply changed your mind about products purchased in the following categories:

  • First aid kits
  • Hand sanitiser
  • Cleaning and masks

Pre-order: Please allow up to 10 weeks for delivery.

Be Fit Foods Refunds

Without limiting your rights under Australian consumer law:  

  1.  If there is a major fault or issue with our product, you are entitled to a refund or replacement at our discretion.

  2.  If the problem is minor, you are entitled to a replacement or a gift voucher.

We are unable to provide a refund for change of mind or taste preference after we have processed your payment. 

All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

We hope you love your new W.Lane purchase. If your purchase isn't suitable, we'd be happy to offer you a refund or exchange, as long as:

 

IN STORE RETURN

You return to us within 30 days of purchase.


There are 3 easy options to do so, these are explained below.

PARCEL POINT

The garment is unworn & in its original condition with tags attached.


For health reasons, there are no returns or exchanges of earrings, with the exception being a manufacturing fault.


AUSTRALIA POST

You have your original receipt or invoice.


Refunds will be processed using your original tender type. EFTPOS/Credit Card refunds mest be processed against the original card used for the transaction.


 

We want you to love your purchases. If you change your mind, we are happy to provide a refund, exchange or gift voucher within 30 days of purchase provided they are NOT final sale, unused condition, accompanied by original tags and a valid original receipt. For hygiene reasons, we are unable to exchange or refund earrings, underwear or swimwear. All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

NEED TO RETURN YOUR ONLINE ORDER?

There are 3 ways to return your online order, providing they are in line with the terms above. We do not offer exchanges via our online returns*.

*To exchange an item, please visit your local Katies store or return your item and place a new order for the different size, colour or item.

IN STORE RETURN

Free Store Exchange

Looking to exchange your item? Simply head into any of our Katies stores for a free exchange of your items within 30 days of receiving your order.




FIND MY LOCAL STORE
PARCEL POINT

Parcel Point

Print your label and drop your return into your local parcel Point store in over 1,100 locations, open 7 days a week, early until late. Flat fee of $6.95*




BOOK MY RETURN

AUSTRALIA POST

Australia Post

Print your pre-addressed label and drop your return at your local Australia Post outlet. Trackable shipping methods are recommended for your peace of mind.




PRINT MY LABEL

 


 

*Courier Pickup: Return fee is based on your location and the cost of returns is payable by you and we will not reimburse this. Not available for Remote/Rural Areas.

 

How to return your items- New Zealand:

Please contact our Customer Care Teams via our Contact Us Form or call +61 (02) 8577 7838  

 

W.LANE RETURNS

If you have any questions, our Customer Care team are here to help! Visit our Contact Us page.

If you chose to return your item via the post office, please ensure you use a trackable service, so you are able to track your order if necessary. W.Lane is not responsible for any missing returns.

EXCHANGES

We are not able to offer exchanges on returned items via our online store. To exchange an item please visit your local W.Lane store or return your item and place a new order for the different size, colour or style.

GIFT VOUCHERS & CREDIT NOTES

W.Lane is not responsible for the loss or theft of gift vouchers and credit notes and therefore they are not replaceable. Gift vouchers and credit notes are not redeemable for cash.

AFTERPAY

Afterpay is now available for online and in-store purchases at W.Lane Australia. If a product is not right, you can return any item you are unhappy with back to W.Lane in accordance with our standard online returns policy. Return for free via Australia Post. You can also return and exchange any items at your local W.Lane Store. Unfortunately, Afterpay returns cannot currently be processed at One Woman stores. Refunds will be processed and communicated to you via Afterpay shortly after W.Lane processes the returned item(s). The returned item(s) will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned). Click here to see full Afterpay Terms & Conditions.

PAYPAL

PayPal has your return shipping costs covered. *Up to 4 refunds per Paypal account on eligible purchases. A Cap of $45 per refund request applies. This service is available at no additional cost to PayPal account holders who register for it at www.paypal.com.au/returns.

How do I make a refund request?

To submit a PayPal Refund Request, submit a claim within 14 days of returning the item and attach the required documentation. If any document is missing, you'll need to submit it within 7 days of your initial submission. The online claim form should be submitted here. Please provide a copy of the confirmation email for your PayPal transaction, or a screenshot of your PayPal account showing that the entire price was paid using your PayPal account and displaying the Paypal transaction ID; and A copy of your return shipping receipt that shows the amount you paid. If you use a service that tracks shipment, the receipt should also show the seller's address. If you use regular post (with no tracking), we also need a photo of the package showing the seller's address. If the return costs were deducted from the refund of your item, we also need a copy of the refund email from the seller of PayPal, showing the amount refunded to you. Documents must be clearly legible and emailed to TELUS International paypalaureturns@telusinternational.com. Please keep the original documents, as you may be asked to provide new copies if the copies are not sufficiently legible.

How will I be refunded?

If your Refund Request is accepted, you will receive a refund directly to your PayPal account.

How will I know if my refund request is accepted?

Paypal will send you a:

• Confirmation of receipt of your Refund Request (within 1 business day)

• Notice of approval or rejection of your Refund Request (within 5 business days from the receipt of your complete request)

• Refund to your PayPal account (within 5 business days from the notice of approval of your Refund Request)

For more information on the PayPal Refunded Returns Service, see PayPal's general conditions of use. The Refunded Returns Service is offered by PayPal Pty. Ltd, in partnership with TELUS International Europe, the service provider. View PayPal's Privacy Policy here.

Incorrect items or faulty goods

If you notice that an item is damaged or not what you ordered, please contact our Customer Care Team on 1300 728 980. Have your order number handy. We will arrange to have the faulty order returned to us and a replacement sent to you free of charge.

Non-returnable items

• Swimwear

• Underwear

• Earrings

The following items can only be returned in some circumstances

All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.Any final clearance styles returned to online will be refunded for credit, minus the $10 shipping fee incurred by us to return the item.

• EziBuy Items: Return online only

You are welcome to return your Ezibuy product for a full refund (excluding any delivery charges) within 30 days from the date you received your order, simply follow the online returns instructions above. Please Note: As EziBuy products are available exclusively online we cannot accept in store returns.

We do not accept in store returns for Sister Brand Products. These products are identified on the product page and your invoice with the relevant brand name. If you wish to return a Sister Brand product you are welcome to send it back to us in accordance with our standard Online Returns policy.

• Purchases from our sister brands and Brand Partnerships can be returned online only

You are welcome to return your products for a full refund (excluding any delivery charges) within 30 days from the date you received your order, simply follow the online returns instructions above. Please note: As these products are available exclusively online we cannot accept in store returns. Please Note: As these products are available exclusively online we cannot accept in store returns.

• Purchases made with ZipPay: Return online only  

Products purcahsed via Amazon, Ebay, Catch & Trademe:

We do not accept in store or online returns for W.Lane products purchased via the above marketplaces. To return an item purchased from these websites, please place a return request back through the original website.

Please note: Faulty goods are excluded from this policy. If you discover a fault with a clearance style, please phone us. Have handy your order number. From here we will arrange for the faulty item to be returned free of charge. Once we receive the item back we will be in contact to let you know next steps. If we are sending you a replacement item, we will do so as quickly as we can.  Your statutory rights are not affected.

Brand Partnership Returns:

Without limiting your rights under Australian consumer law:

1. If there is a major fault or issue with our product, you are entitled to a refund or replacement at our discretion; and
2. If the problem is minor, you are entitled to a replacement or a gift voucher

We are unable to provide a refund for change of mind or taste preference after we have processed your payment.

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