We want you to be 100% satisfied with your purchase!

If for any reason you don't love what you've bought from us, we've made our returns & exchange process super easy to follow!

Check out your options below or contact our Customer Service team - we're happy to assist with any questions you may have. You can call us on 1 800 640 811, we're here Monday-Friday 9am-5pm (AEST), please note we are based in Brisbane Australia, so international charges will apply as per your telephone contract, or alternatively click here.

Returns Policy

We are happy to exchange or return your product/s for change of mind within 30 days of purchase. All we ask is that all products you are exchanging are in original condition with all tags attached, intact packaging, and your proof of purchase is included. Please note:

  • Earrings and pierced jewellery can only be exchanged / returned if deemed faulty or if the incorrect product was sent to you.
  • Swimwear and underwear can only be exchanged / returned for change of mind in their original condition, clean, with all tags and protection stickers attached. All swimwear sets need to be returned in their original sets. Click here for information on returning faulty items.

The City Beach Refund Policy in no way limits your rights as a Consumer as outlined by the ACL and processes all warranty and non-warranty claims in accordance with legislative requirements.

For any questions, our Customer Support team are here to assist. Call us on 1 800 640 811, we're here Monday-Friday 9am-5pm (AEST), please note we are based in Brisbane Australia, so international charges will apply as per your telephone contract, or alternatively click here.

Online Returns & Exchanges

Products bought online can be returned for change of mind, within 30 days to our online store by following these simple steps:

  1. Contact our Customer Service team straight away. You can call us on 1 800 640 811, we're here Monday-Friday 9am-5pm (AEST), please note we are based in Brisbane Australia, so international charges will apply as per your telephone contract, or alternatively click here.
  2. If you wish, place a new order for any new product/s straight away to avoid missing out!
  3. Print the Tax Invoice that we emailed to you in your shipping confirmation email.
  4. Fill out the Return Request Form that you received with your parcel or alternatively; Download this Returns Form.
  5. Pack your product/s in their original condition, clean and with tags attached, together with these documents into a protected parcel (to avoid damage during transit).
  6. Post the parcel via an international courier to our Online Returns Department:
    • City Beach E-Store Returns
      PO Box 2399
      Mansfield
      Qld. Australia. 4122

Please note that 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. Please note, if you decide to return your item, the original shipping costs for your order won’t be eligible for a refund.

Once we receive your product/s back into our Online Returns Department, we will assess the product/s to ensure that they meet our change of mind returns criteria. Once the assessment is completed and the returns criteria satisfied, we will issue a refund on the payment card used to purchase the product/s.

Faulty Item Returns

No one likes discovering that the product they bought is damaged, faulty, wrongly described or different from a sample shown! In the unlikely event this happens, we want to resolve the matter as quickly as possible and with minimal inconvenience to you, our customer.

Please note your product/s may need to be sent to the manufacturer to be assessed before a decision can be made regarding an exchange or refund. In the event this happens, our Customer Service team will stay in touch throughout the process.

If you are unsure about whether a product has a manufacturing fault, please feel free to call our Customer Service Team before sending it back to us.

We are also happy to assist with repairs. We will send non-warranty or out of warranty products purchased from City Beach to the relevant supplier, at your expense, to be evaluated for a repair. City Beach will contact you with a supplier repair quote and it's up to you if you would like to proceed with the repair, at your expense, or have the product returned to you. The repair and return timeframes are dictated by the supplier and are out of our control.

There are a few things to note:

  • We understand that products might have been worn prior to discovering a fault with it. Please ensure that clothing has been washed and footwear cleaned before returning it to us

Online Faulty Returns:

If you have received an incorrect item or a damaged item from City Beach Online, simply:

  1. Contact our Customer Service team straight away. You can call us on 1 800 640 811, we're here Monday-Friday 9am-5pm (AEST), please note we are based in Brisbane Australia, so international charges will apply as per your telephone contract, or alternatively click here.
  2. Follow the Online Returns process above.
  3. A Customer Service Team Member will contact you as soon as we receive your parcel
  4. Where it has been deemed that the fault is due to manufacturing, City Beach will refund the purchase price of the faulty, damaged or incorrect product and cover your return shipping costs.
  5. In the event the product you have returned is not deemed to have a manufacturing fault, we are unable to refund any relevant shipping costs.
  6. In instances where you have requested an exchange instead of a refund we will ship the product to you at no additional cost.
  7. Please note, if you decide to return your item, the original shipping costs for your order won’t be eligible for a refund.