FAQs

Returns & Exchanges

What is your Returns Policy?

To see our Returns & Exchanges Policy please click on the Returns & Exchanges link in the footer of any page.

How long have I got to return goods?

You can return goods within 30 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.

How do I return goods?

To return the goods you have purchased online, send them back to us within 30 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, completed Return Request Form (download the form here). Please post the parcel to our E-store Returns Department:

  • City Beach E-Store Returns
    PO Box 2399
    Mansfield. Australia.
    Qld 4122

We will email you once your refund has been processed.

How should I package my goods that I'm returning?

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, completed Return Request Form (download the form here). Please post the parcel to our E-store Returns Department:

  • City Beach E-Store Returns
    PO Box 2399
    Mansfield. Australia.
    Qld 4122

How will I be refunded for my online purchase?

We will issue a refund via your original payment method.

Do I have to pay to return my parcel?

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.

What if my return goes missing in transit?

Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care team can help you.

I would like to speak to someone about returning my order, who do I contact?

Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care team can help you.

General Information

Do you have a Facebook page?

Yes we do! www.facebook.com/citybeach

Do you have a Instagram account?

Yes we do! www.instagram.com/citybeachaustralia

I've noticed an error on the site, who can I contact to let them know?

There are a few ways you can report an error:

⚠  I've received an email from City Beach but it looks weird, how do I know it's really you?

If you received a suspicious communication or request from someone suggesting they are City Beach or contacting you in relation to a City Beach transaction, especially if it is requesting you to review or provide sensitive personal information (such as credit card or payment account details) we recommend you not click on, respond to or download anything without further investigation as the request may be fraudulent. You can help us identify attempts at fraud - if anything suspicious occurs, please contact our customer service team customerservice@citybeach.com.au

  • We do not collect your personal financial information or retain credit card numbers used to purchase products as this information is collected by a financial institution that has their own privacy policy. If you have received communication about an unfamiliar financial transaction from any bank, lender or payment provider (PayPal, ZipPay, AfterPay and alike) you are recommended NOT to click on any links provided, but independently validate any information provided via your app, online portal or via the institutions customer service centre.
  • Here are some ways you can identify some fraudulent emails. These tips are not exhaustive and if you are suspicious of an email or communication suggesting they are from City Beach - the best strategy is to not respond, click on any links or download any files or attachments and contact us, we’re here to help.
    • Look at the ‘From’ or ‘Sender’ address – this will always be from @citybeach.com.au
    • Hover over (don’t click) links in the communication to see if the destination URL matches expectations
    • Check the items or amounts listed in the communication similar to your normal behaviour.
    • Visit your financial institution’s site or app (not by clicking a link in the suspicious email) to verify any anomalies.
    • Contact us, customerservice@citybeach.com.au we’re here to help!

How do I give you my feedback?

We're always happy to receive feedback! There are a few ways you can give feedback:


Who can I ask for help with My Account, orders, delivery or returns?

Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST, please note we are based in Brisbane Australia, so international charges will apply as per your telephone contract, or email us at customerservice@citybeach.com.au and our Customer Service team can help you.

Contact City Beach

Online Store

customerservice@citybeach.com.au