We’re happy to help with a return if you’ve changed your mind. For most orders, we accept these returns within 30 days of receiving your order(s). Before any purchase, we recommend checking the brand-specific return policies on the returns page for specific brand exclusions and conditions. If your product is eligible for a return, you can lodge your return on our Returns portal. All you'll need is your Qantas Marketplace order number and the email address used for the order. Once we’ve received your request, we’ll provide you with return instructions as soon as possible.
Conditions:
The product(s) must be in their original condition, meaning they are:
- Not damaged in any way
- New and not used, worn, or opened and have all original packaging and tags intact (including any packaging seals or plastic wrapping)
- The product(s) are returned with all accessories, instruction manuals and packaging included.
- For swimwear, bras, chemises and nighties, all hygiene stickers are intact
- For shoes, no visible scuffing or scratches to the sole, tried on a soft surface
- For earbuds and headphones returns may be rejected for hygiene reasons if they have been tried on and/or packaging has been opened
If the returned item(s) does not meet the conditions of this policy, you’ll be responsible for the cost of delivery incurred to return them to your nominated address. Any discounts received at the time of purchase will be carried over to the refunded amount if eligible. We don’t offer change of mind returns on the below, so please choose carefully:
- Gift Cards, vouchers or experiences
- eSIMs
- Personal care items including face masks
- Electric toothbrushes
- Hair accessories
- Shavers and hairbrushes
- Pierced jewellery, including earrings
- Aerosols
- Limited skincare, makeup and cosmetic products
- Underwear, hosiery and bodysuits
- Mattresses, bed toppers, bedding, quilts, pillow protectors and pillows
- Surfboard products custom-made, monogrammed, personalised and altered products, including customised golf clubs
- Charity donations
- Carbon offset products, Offset your Home and Car products
- Big and bulky items, including furniture
- Any product where the GST has been claimed under the Tourist Refund Scheme unless proof of repayment of the GST upon return to Australia is provided
- Subscriptions
- Any brand with Specific Returns Policies
Please note: these exceptions don’t apply to any returns made under the consumer guarantees, or otherwise as required by law.