FAQS
To register for an account click on ‘Log In / Sign Up’ in the top right-hand corner of any page of our site. In the ‘New customers’ box on the right enter your email address and click ‘Continue’. You’ll be asked for your personal details and once you fill them in and press ‘Continue’.
To sign up to our newsletter, just click on newsletter at the top of any page and fill in your details.
You don’t need an account to place an order, you can process your order through a temporary Guest feature. The benefit of having your own account is that we can store your personal details like your address and purchase details which make it easy for you to keep track of your purchases and deliveries.
Click on ‘Log In / Sign Up’ in the top right menu, then under ‘Returning Customers” click on “Forgotten your Password? A temporary password will be emailed to you at the address you registered with. This you can reset by signing into your account.
If you need help with your password call our Customer Service team on 1 800 640 811 on Monday - Friday 9am - 5pm and our Customer Care crew can help you.
Click on ‘Log In / Sign Up’ in the top right corner, then sign in by entering your details in the ‘Returning Customers’ box. Here you'll find all your details and you can update them anytime you like.
Otherwise you can call us on 1800 640 811 Monday - Friday 9am - 5pm and our Customer Care crew can help you.
Our Customer Care crew can help you with any questions you have, call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au
When you've found something to buy click on that item to open the product page. Choose your colour and size and click “Get it” to add this item to your bag.
To see what you have in Your Bag click on the Your Bag link in the top right corner. When you are ready to checkout click the Checkout button underneath your product information and follow the prompts.
Check out our Fit Guide – there are links in every product page (blue buttons that say Fit Guide) and there is a Fit Guide link in the footer.
Click on the Your Bag link in the top right corner. Once you are in Your Bag find the item you want removed and click the red Remove button.
When you have items in Your Bag and you want to checkout click on the Your Bag link in the top right corner. When you are ready to checkout click the Checkout button underneath your product information and follow the prompts.
We accept Visa, Master Card, American Express or PayPal.
Australian dollars only (AUD).
You will be charged as you complete your order.
When you have items in Your Bag and you want to checkout click on the Your Bag link in the top right corner. Once you are on the Your Bag page enter your promo code in the box above your products and click Apply.
Unfortunately not at this stage. We will have this feature available soon though – sign up to our updates and we’ll keep you posted (click on Add Me in the top right hand corner of any page).
If you have bought an item that is out of stock we will email you to let you know it isn’t available. You will then have the option of waiting for that item to come into stock or choosing another one instead.
Yes you will receive a confirmation email once you have placed your order. This email will be your Proof of Purchase so make sure you hang on to it in case you need an exchange, return or a refund.
Keep your confirmation/ tax invoice email because it serves as your proof of purchase (receipt). You will need it if you need an exchange, return or a refund.
Once you have checked out and paid for your order you can’t change your order as we have already started processing it and delivering your items. You can return the items you don’t want to get an exchange or a refund, see our Returns & Exchanges Policy by clicking on the Returns & Exchanges link in the footer of any page.
Once you have checked out and paid for your order you can’t cancel your order as we have already started processing it and delivering your items. You can return the items you don’t want to get an exchange or a refund, see our Returns & Exchanges Policy by clicking on the Returns & Exchanges link in the footer of any page.
If you haven't paid for your order yet you can remove items from Your Bag by clicking on the red Remove button.
If you bought items in our retail store:
- grab your items, make sure you have the receipt, make sure all the tags are attached and the product is in a saleable condition and visit any of our retail stores for exchange or credit
If you bought items from our online store you want to exchange them in the retail store:
- print the Return Request Form and fill it out completely ?(download the form here)
- ensure that the product has not been worn or damaged
- ensure the original tags are attached to the product and the packing list included
- rock on up to any store with all of the above including your product
- one of our helpful counter staff with your product and paperwork, have them validate your exchange, then you’re free to choose any product in exchange for the one you are returning
If the price of the product chosen is in more than the price of the original item then you will have to pay the difference at the time of exchange.
If the price of the exchange item is less than the original item purchase amount, then we will provide you with a City Beach Gift Card to the value of the difference. You will then have 365 days to redeem your Gift Card!
If you bought items from our online store you want to exchange them in the online store:
- call our customer service team on 1800 640 811 and let them know you want to exchange a product
- tell them exactly what you want to buy as your replacement (exchange) and we will process a sale for your new product on the spot and get it to you in 7-10 working days
- then at a time that suits you, return the original item as per the Returns & Exchanges Policy
- when we receive your return item and your return is approved, we will then credit the bank account which paid for the original purchase, with the original purchase price.
All returns for exchange are only valid for 14 calendar days from the time you receive the original order of goods.
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.
We deliver to any location in Australia where Australia Post can make deliveries.
Yes, we deliver to PO Boxes. Australia Post will leave a note in your PO Box that you need to take to the counter of the stated post office to then sign for your parcel.
Regular Shipping and Handling is $9.95. Express Shipping and handling is $18.00. Please note that Express Shipping is not available in all parts of Australia - to see if you apply click here and find your state and postcode.
Delivery can take between 7-10 working days depending on your location and the size of the order.
Yes, we will email you a shipment confirmation email when we send your order. This email will be your proof of purchase so make sure you hang on to it in case you need an exchange, return or a refund. Keep your Order Confirmation email because it serves as your Proof of Purchase (receipt). You will need it if you need an exchange, return or a refund.
Yes, once we ship your order, your tracking ID can be found by logging into your account and viewing your order status, click the tracking ID to track it via Australia Post.
Yes, you can nominate a Billing and a Shipping address at the time you make your purchase and these can be different. Please note we only deliver to addresses in Australia.
If you have bought an item that is out of stock we will contact you to let you know it isn’t available & refund you for that Item. Free shipping is available should you wish purchase a replacement Item, please contact our customer support team on 1800 640 811 (free call) to do so.
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.
To see our Returns & Exchanges Policy please click on the Returns & Exchanges link in the footer of any page.
To return 14 days from the date you received your order. For a full Returns & Exchanges Policy please click on the Returns & Exchanges link in the footer of any page.
To return the goods you have purchased online you have to send them back to us within 14 days from the date you received your order. We can only accept goods in original condition with tags attached. You must include a copy of the packing list we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:
City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122
We will email you once the refund has been processed so make sure we have your correct contact details.
Make sure that the items in the parcel are well protected and that they won’t be damaged during transit. In the parcel you must include a copy of the packing list we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns department, the address is:
City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122
Yes you can exchange online purchases in our physical retail stores if you need to get a different size, colour or style.
No, you can’t return online purchases to our retail stores. To return things you bought from our online store you have to send them back to us within 14 days from the date you received your order. We can only accept goods in original condition with tags attached. You must include a printout of the Shipping Confirmation email we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:
City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122
We will email you once the goods have been received so make sure we have your correct contact details.
No, you can’t get a refund for online purchases in our retail stores. To return things you bought from our online store you have to send them back to us within 14 days from the date you received your order. We can only accept goods in original condition with tags attached. You must include a printout of the Shipping Confirmation email we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:
City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122
We will email you once the goods have been received so make sure we have your correct contact details.
No, the stuff you bought in our retail stores have to be returned to a retail store.
We will refund the card holder who made the original purchase by making a payment on the card they paid for the order with or the PayPal account.
Yes, you will need to cover the shipping costs for your return parcel. City beach is not liable for any items you return to us that are lost or damaged in transit.
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.
Go to our site and in the footer click on the ‘Store Locator’ link. Enter the address, city or postcode of the area of the store you’re looking for and click ‘Submit’.
Opening hours for our stores are listed on the results page of the Store Locator search. Click on the ‘Store Locator’ link in the footer, then type in your suburb, town or postcode to see stores in your area. Opening hours for each store are listed in the results.
Our online store is open 24 hours a day, 7 days a week.
Our Customer Care crew are available on 1800 640 811 Monday - Friday 9am - 5pm.
Even though we try to bring all promotions online sometimes they may be different to what’s in the retail store.
Click on the “Jobs” link in the footer of our website or head in-store.
There are a few was you can give us your feedback:
- fill in the form on our Contact Us page (click on Contact Us link in the footer)
- call us on 1800 640 811 Monday - Friday 9am - 5pm
- email us at customerservice@citybeach.com.au
To register for an account click on ‘Log In / Sign Up’ in the top right-hand corner of any page of our site. In the ‘New customers’ box on the right enter your email address and click ‘Continue’.
Click on Jobs in the footer of our website or head in-store.
Click on Store Locator at the top of our website. Enter the address, city or postcode of the area you wish to find a store for and click ‘Submit’.
To see our Shipping Policy please click on the ‘Shipping Info’ link in the footer of any page.
To see our Returns & Exchanges Policy please click on the ‘Returns & Exchanges’ link in the footer of any page.
To see our Returns & Exchanges Policy please click on the ‘Returns & Exchanges’ link in the footer of any page.
To see our Privacy Policy please click on the ‘Privacy Policy’ link in the footer of any page.
There are a few was you can report an error:
- fill in the form on our Contact Us page
- call us on 1800 640 811 Monday - Friday 9am - 5pm
- email us at customerservice@citybeach.com.au
There are a few was you can report an error:
- fill in the form on our Contact Us page
- call us on 1800 640 811 Monday - Friday 9am - 5pm
- email us at customerservice@citybeach.com.au
Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care crew can help you.