Returns & Refunds

We want you to love your purchase from Welcome to Country. If something isn't right, we're here to help.

This article explains when you're eligible for a refund, replacement or exchange, and how to request a return.

 

 

My item is damaged, faulty or incorrect. What should I do?

If your order arrives damaged, faulty or you receive the wrong item, please contact our Customer Care team as soon as possible.

Email support@welcometocountry.com and include:

  • Your name
  • The email address used for your order

  • Your order number

  • A brief description of the issue

  • Photos of the item and packaging (where applicable)

Once we've reviewed your request, we'll advise the next steps.

If the item is confirmed to be damaged, faulty or incorrect, Welcome to Country will:

  • Provide a prepaid return label (where a return is required)

  • Offer either a replacement (subject to stock availability) or a full refund, depending on the circumstances

 

 

Can I return an item if I change my mind?

We do not offer refunds for change of mind.

However, at our discretion, we may approve an exchange if the item is returned within 5 days of delivery and is:

  • Unused

  • Unworn

  • Unwashed

  • Unaltered

  • In its original packaging

  • With all original tags attached

Please note:

  • Customers are responsible for return postage costs for approved change of mind exchanges.

  • We recommend using a tracked postal service, as Welcome to Country cannot accept responsibility for items lost in transit

  • We make every effort to accurately represent our products; however, colours may vary slightly due to differences in photography, lighting and individual device or monitor settings. Variations in colour alone are not considered a product fault under Australian Consumer Law.

 

 

Can I return a sale item?

Sale items are final and cannot be returned, exchanged or refunded for change of mind.

If a sale item is faulty, damaged or incorrect, your rights under Australian Consumer Law still apply.

 

 

Who pays for return shipping?

Damaged, Faulty or Incorrect Items

Welcome to Country will provide a prepaid return label if the item is confirmed to be damaged, faulty or incorrect.

Change of Mind

Customers are responsible for the cost of returning approved change of mind exchanges.

 

 

Will I receive a refund or a replacement?

For damaged, faulty or incorrect items, we'll work with you to find the best solution.

Depending on the situation, we will provide either:

  • A replacement (subject to stock availability), or

  • A full refund

 

 

How do I request a return?

Email support@welcometocountry.com and include:

  • Your name

  • Email address

  • Order number

  • Reason for your return

  • Photos (if the item is damaged, faulty or incorrect)

Our Customer Care team will assess your request and provide instructions for the next steps.