Returns & Exchanges
WHAT IS YOUR POLICY ON RETURNS & EXCHANGES
We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need proof of purchase.
We are unable to accept any returns on earrings, underwear, swimwear, cosmetics, beauty tools & accessories, custom goods, wellness & personal care items.
To start a return, you can contact us at hello@dragmerch.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that the customer is responsible for all costs associated with returning the product.
You can always contact us for any return question at hello@dragmerch.com.au.
INCORRECT ORDER
Please email us at hello@dragmerch.com.au within 5 days of receiving your order if you believe that you have received an incorrect item or have not received the correct order.
Once your claim has been assessed by our team and confirmed to be incorrectly sent, we will provide a prepaid document for incorrectly sent items to be returned via Aus Post. We are happy for you to choose from the following options:
1. A refund or store credit for the amount of purchase price (assuming your item was not sent, as opposed to incorrectly sent)
2. A replacement for the incorrectly sent item provided that it is in stock
DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately (ideally within 72 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note, images will be required and you will need your order details as evidence. Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
We do not offer exchanges on items. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. We can also offer a store credit as an alternative.
RETURNED/UNCLAIMED PACKAGES
When your order has been dispatched, you will receive an email with tracking information. Once your parcel has left our warehouse, it is the property of Australia Post. However, if you email us at hello@dragmerch.com.au we will do all we can to track and find your parcel for you. If you are not home when Australia Post attempts the delivery, they will leave a card notifying you that your package will be awaiting collection at a local post office. Please be sure to check your tracking email if you think this may have occurred but you have not received a notification card. Australia Post will only hold your parcel for a maximum of 10 days before returning it to our warehouse. If this occurs, you will be asked to pay for any associated re-delivery costs. Please note that if your item is returned to us because you have not collected it, then Australia Post charges a return fee of $11 which will be passed on to the customer. It is the responsibility of the customer to track their order to try and avoid such situations.
Once an order is placed, we aim to begin the process of dispatching your order. Cancellation requests can only be considered if your order has not been processed in any way by our team. There is therefore a small window of time for these to occur and cancellation requests are not guaranteed. Please note that cancellations will incur a 10% cancellation fee.
GOT MORE QUESTIONS?
If there is anything else we can help with or if you need any further information, please email us at hello@dragmerch.com.au. We will endeavour to get back to all enquiries within 24 business hours.
