Refund policy

We want you to be happy with what you ordered. If something is wrong, or a piece simply is not right for you, this is how returns and refunds work.

30-Day Return Window

You have 30 days from the delivery date to request a return. To be eligible, items must be unworn, unwashed, free of marks and odour, with all original tags still attached and in their original packaging where possible. Footwear should be tried on indoors on a soft surface and returned in its original box. Items damaged through use, alteration, or accidents outside our control are not eligible.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights — the 30-day window is in addition to them.

Items we cannot accept back

For hygiene reasons we cannot accept returns of underwear, socks or swimwear where the hygiene seal has been removed. Anything marked Final Sale at the time of purchase is not returnable. This does not affect your statutory rights if an item is faulty.

How to Start a Return

Email support@winslowlane.com with your order number and a short note about what is wrong, or why you would like to return it. If the item arrived damaged or faulty, please attach a photo — it helps us help you faster and replace it without sending the original back. We typically respond within 12 hours during the hours listed below.

Always email us first. We will confirm whether the return is eligible and send you the return instructions for your order. Returns arranged without contacting us first cannot be processed.

Return Shipping

If the issue is on us — wrong item shipped, damaged in transit, or faulty on arrival — we cover the cost of the return. If you simply changed your mind, the cost of the return is the customer's responsibility. Either way, email us first and we will send you the instructions that apply to your order.

Refund Timing

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to the original payment method within 7 business days. Depending on your bank it can take a further few days to appear on your statement.

Exchanges & Sizing

The fastest way to swap a size or colour is to keep the eligible return and place a new order, so the size you want is not sold out while your return is in transit. Reply to your return confirmation and we will process the exchange for you on the back end where possible.

Every product page lists the measurements for that specific style. If you are between two sizes, email us before ordering and we will tell you honestly which way to go.

Damaged or Faulty on Arrival

If your order arrives damaged, stained, or with a manufacturing fault, please contact us within 7 days of delivery with photos. We will send a replacement at no cost — usually without requiring the original to be returned.

Lost or Stolen Packages

If tracking shows your package as delivered but you cannot find it, please wait 24–48 hours — carriers sometimes scan early — and check with neighbours and your building. If it still has not arrived, contact us and we will open a carrier investigation and make it right.