Refund policy

NWLY Returns, Exchanges and Refunds Policy

Last updated: 2 September 2026

This policy applies to products purchased from NWLY within Australia, including purchases from the NWLY online store and in-person purchases made from NWLY at markets.

Change of mind

NWLY does not accept returns, refunds or exchanges where a customer has changed their mind.

This includes:

Deciding that an item is no longer wanted
Preferring a different colour or style
Ordering multiple products or sizes for comparison
Finding the same or a similar product available elsewhere for a lower price

However, NWLY offers one size exchange for eligible full-priced products under the conditions below.

Nothing in this section limits any rights available under the Australian Consumer Law.

Fit-related size exchanges

If an eligible full-priced product does not fit, you may request one exchange for the same product in a different size.

A fit-related size exchange is a voluntary benefit provided by NWLY and is additional to your rights under the Australian Consumer Law.

Eligibility requirements

To qualify for a size exchange:

For online orders, contact NWLY within 14 calendar days after the delivery date recorded by the carrier.
For market purchases, contact NWLY within 14 calendar days after the purchase date.
Provide your order number, receipt number or other reasonable proof of purchase.
Identify the product being returned and the replacement size requested.
Wait for written approval and return instructions before sending the product.
Lodge the approved return using tracked postage within seven calendar days after approval.
The product must have been purchased at full price and must not be marked Final Sale.
The product must be unworn, except for a careful try-on, unwashed, unaltered, undamaged and in a condition suitable for resale.
All original tags must remain attached.
The product must be free from hair, odours, deodorant, makeup, fake tan, marks and other signs of wear.

These condition requirements apply only to voluntary fit-related size exchanges. They do not apply where a customer is exercising rights relating to a faulty, damaged, unsafe, incorrect or misdescribed product under the Australian Consumer Law.

NWLY may refuse a voluntary size exchange if these requirements are not satisfied. Products sent without prior approval may be returned to the customer at the customer’s expense.

Exchange postage

For a voluntary fit-related size exchange, the customer is responsible for:

The cost of tracked postage to return the original product to NWLY
The delivery cost for sending the replacement product

NWLY will advise the customer of the replacement delivery cost before completing the exchange.

Original delivery charges are not refundable for voluntary size exchanges.

Where agreed in advance, a replacement for a market purchase may instead be collected from NWLY at a future market attended by NWLY. Attendance and replacement availability at a particular market cannot be guaranteed.

These postage arrangements do not apply where NWLY is required to cover reasonable return costs under the Australian Consumer Law.

Replacement availability

Size exchanges are subject to stock availability.

NWLY will normally check and reserve the requested replacement size before approving a return. If the replacement size is unavailable at that time, the customer will be informed and will not be required to return the original product.

If a reserved replacement unexpectedly becomes unavailable after NWLY receives the returned product, the customer may choose:

A refund of the amount paid for the returned product to the original payment method
NWLY store credit for the amount paid for the returned product
To have the original product sent back at NWLY’s cost

Store credit

NWLY store credit:

Is issued electronically
Has no expiry date
May be used for eligible future purchases from NWLY
Is not redeemable for cash except where required by law

Instructions for using the store credit will be provided when it is issued.

Sale and Final Sale products

A product is considered Final Sale only where it was clearly identified as Final Sale before purchase.

A product is not automatically considered Final Sale merely because:

It was temporarily discounted
It was purchased during a promotion
A discount code was applied
Its price was reduced after purchase

Products clearly marked Final Sale are not eligible for NWLY’s voluntary fit-related size exchange.

Final Sale status does not exclude or limit any rights relating to faulty, damaged, unsafe, incorrect or misdescribed products under the Australian Consumer Law.

Faulty, damaged, unsafe, incorrect or misdescribed products

NWLY products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Contact NWLY if you believe a product:

Is faulty or unsafe
Arrived damaged
Is not of acceptable quality
Is materially different from its description or images
Does not perform as represented
Is not the product or size ordered

Please provide:

Your order or receipt number, or other reasonable proof of purchase
A description of the issue
Clear photographs where they would reasonably assist NWLY in assessing the issue

Photographs may assist with an initial assessment but do not replace or limit your rights under the Australian Consumer Law.

Major problems

Where a product has a major problem under the Australian Consumer Law, the customer is entitled to choose a refund or replacement. The customer may instead choose to keep the product and seek compensation for any reduction in its value where applicable.

A major problem may include circumstances where the product:

Would not have been purchased by a reasonable customer had they known about the problem
Is significantly different from its description, sample or demonstration model
Is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time
Is unsafe

Minor problems

Where a problem is minor, NWLY may choose to provide an appropriate remedy, such as a repair, replacement or refund.

If NWLY cannot provide a remedy within a reasonable time, the customer may be entitled to have the problem remedied elsewhere and recover reasonable costs, or reject the product and request an available remedy under the Australian Consumer Law.

Product assessment and return costs

NWLY may reasonably assess the product before confirming the appropriate remedy.

A product does not need to be in its original packaging, and its tags do not need to remain attached, for a claim under the Australian Consumer Law.

Customers may be asked to return products that can easily be posted. If NWLY confirms that the product has a problem covered by the Australian Consumer Law, NWLY will reimburse reasonable return postage costs already paid by the customer or provide another appropriate return arrangement.

Customers should retain their postage receipt and tracking information.

NWLY will cover reasonable costs associated with correcting an accepted damaged, incorrect or misdescribed order.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Proof of purchase

NWLY may request reasonable proof that the product was purchased from NWLY.

Acceptable proof may include:

A Shopify order number
A POS order or receipt number
An email, SMS or Shop app receipt
A card or bank statement showing the transaction
Other information that allows NWLY to locate and verify the purchase

An original paper receipt is not the only acceptable form of proof of purchase.

Order cancellations

Cancellation requests apply only to online orders.

You may request cancellation by emailing NWLY before the order has been dispatched. NWLY will try to accommodate the request, but cancellation cannot be guaranteed once processing or fulfilment has started.

If NWLY confirms the cancellation, amounts paid for the cancelled products and any applicable delivery charges will be refunded to the original payment method.

If the order has already been dispatched, it cannot be cancelled. The voluntary size-exchange conditions and Australian Consumer Law provisions in this policy will apply after delivery.

How to request a return or remedy

Email customersupport@nwly.com.au before sending any product.
Include your proof of purchase and details of the request or problem.
Wait for NWLY’s written response and return instructions.
If a return is required, use the instructed return method and retain your postage receipt and tracking number.
NWLY will ordinarily inspect and process the returned product within five business days after receiving it.
NWLY will email you to confirm the assessment and outcome.

Do not send products to an address unless NWLY has provided prior written return instructions.

NWLY’s return address is provided privately after a return is approved. It should not be assumed to be the same as any address shown on an order, parcel or business record.

Refund processing

Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.

NWLY will ordinarily initiate an approved refund within five business days after completing any required assessment. The time taken for the funds to appear may then depend on the customer’s bank or payment provider.

NWLY cannot issue a refund to a different card, account or payment method unless an alternative arrangement is reasonably necessary and agreed.