Refund policy
We have a 7-day exchange policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a store credit, 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 the receipt or proof of purchase.
Please note: If items appear to be washed, worn or has any strong odours (including any fragrances), we reserve the right to refuse the return.
You will have the item sent back to you if the item is not accepted for a return.
Once your return has been accepted, you will be offered a store credit only.
As we provide detailed sizing in our item descriptions, refunds will only be provided as a store credit. We can not issue a refund for a change of mind. A store credit will be offered for a change of mind.
To start a return, you can contact us at returns@soldierandstone.com.au. If your return is accepted, you'll need to pay all shipping costs. Items sent back to us without first requesting a return will not be accepted.
Returns process:
1. Email Soldier+Stone at returns@soldierandstone.com.au. Please provide:
-Order number
-Details on reason for return
-If the item is faulty please provide photos
2. After the return address is provided. Please return the item/s within 7 days.
Note: Unless the item is faulty, all shipping costs must be covered by the customer.
Please ensure you obtain tracking details.
3. You will receive an email once the item is received, along with a voucher to the value of the items being return.
You can always contact us for any return question at hello@soldierandstone.com.au
Sales from sale sections are final sales and can not be returned. Please contact us with any questions prior to purchasing.
Discount codes:
Discount codes must be used at the time of purchase. Soldier+Stone can not refund any amount if a code is not used at the time of purchase.
If there is an error with the code, please contact us prior to the sale for assistance.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To speed up the process, please send a photo of the defect.
Faulty items will be issued with a refund or replacement.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, unless the item in defective or damaged.
Exchanges
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.
Refund for faulty items:
When approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Store credits:
Store credits will be sent via email and do not have an expiration date.
Postage Insurance and Lost Parcels:
All parcels are sent via Australia Post unless specified otherwise.
We provide all orders with relevant tracking information. Orders over $100 have an option to purchase insurance on their order in the rare event the package is lost or damaged.
Soldier+Stone does not take responsibility for lost or damaged parcels that have been lost or damaged by the shipping company.
All missing or damaged parcel queries must be taken up with the shipping company.
Orders over $250AUD that qualify for free domestic shipping have an option for pay $2.95 for additional insurance.
Please refer to Australia Post website to read the terms and conditions of the insurance policy.
Exchanging after receiving free shipping:
If the customer has received FREE shipping after spending $250.00AUD on the initial order and returns the order (or part of the order where the original total is less than $250.00), the original shipping fee will be deducted from the return voucher.
This is applicable to all returns except where the item has been deemed faulty.