Refund policy

We have a 30-day return policy, which means you have up to 30 days after receiving your item to request a return.

To be eligible for a return or exchange, 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 GET IN TOUCH WITH US

To start a return or exchange, please contact us first at hello@piste-and-trail.com.au It is helpful to send a photograph of the issue so that we can get an idea of the nature of the problem.

You can also request and track returns by logging in to your account through our customer portal, access your account here. 

After contacting us, we will send you a reply as soon as we can to discuss the issue and provide an address to return the item to. 

If your return is accepted due to a faulty, misprinted or an incorrect item received, we will be able to offer you a replacement item or a refund. We will send a return shipping label to you and instructions on how and where to return the item.

We will do size exchanges if your item does not fit, but you will be responsible for the return postage of the item (to our Australian address which we will provide via email correspondence), so to avoid this please look at our size guides before buying, welcome to come and try on at our pop ups, or contact us for help with sizing first :)

Items sent back to us without first requesting a return will not be accepted.

ITEMS PURCHASED FROM REDBUBBLE (INTERNATIONAL & AUS CUSTOMERS)

We have partnered with RedBubble for any International customers looking for our printed products, which will be subject to RedBubble return policies and shipping. The links to our RedBubble store are on our Redbubble page.

As RedBubble handles the payment and fulfilment of these items, please don't contact us through here for a refund if you bought any our products through the RedBubble site. Instead, the lovely customer service team on their website should be able to help you out and sort out a return or exchange.

You can always contact us for any return questions at hello@piste-and-trail.com.au

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DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item was misprinted, damaged or defective, so that we can evaluate the issue and make it right.

Damaged Items - Any claims for misprinted/damaged/defective items must be submitted within 30 days after your product has been received.

Lost in Transit - For packages lost in transit, all requests must be submitted no later than 30 days after the estimated delivery date.

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our printing supplier/us. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our printing supplier/us and if you would like a re-shipment, you will be liable for the cost of a reshipment.

Exceptions / non-returnable items - Certain types of items cannot be returned, like custom products (such as special commissions or personalised items), and intimate goods such as underwear, swimwear(bikini bottoms or speedos) and masks; which if worn are not suitable for returns due to hygiene reasons.

As the majority of our products are made to order, we cant refund orders for buyer’s remorse (change of mind). Please get in touch first if you have questions or concerns about your specific item, and we can see what we can do for you!

Unfortunately, we cannot accept returns on final sale items or gift cards.

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EXCHANGES AND REFUNDS

Exchanges

Wrong size - We will do exchanges in the circumstance of buying the wrong size, however you are responsible for the return postage of the item, and making sure the garment is in the same condition that you received it, damaged or soiled items will not be accepted.

 

We are trying to reduce waste as much as possible via producing our products on demand or in very small batches, so if you like to buy multiple sizes in one item and return the ones that don't fit, please contact us first and we may be able to help you out with sizing. This will ultimately reduce the amount of textile waste produced from unwanted products.

Take care to read the size guides of your chosen product on the website, and If you have any questions about fit contact us at hello@piste-and-trail.com.au

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.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@piste-and-trail.com.au

This policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

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ITEMS PURCHASED FROM A RETAIL STORE (In Person)

If you have purchased our products at Piste & Trail’s market stall, Tathra Oysters or any other retail store that stocks Piste & Trail, and you require a refund or a size exchange, please follow the steps below:

Market Pop Up Shop

You can bring your purchase directly to our Piste & Trail market stall to ask for a refund or size exchange, or we can do a size exchange via post with the return postage at the buyers expense. 

Contact us first at hello@piste-and-trail.com.au for a exchange via post for our shipping address details.

In the rare case that the product is damaged or defective from buying from us at a market stall, we will organise a shipping label to return the item to us, and once we have inspected the item and accept that the return is faulty, we will issue you with a refund.

Other Retailers

If bought from one of our stockists in Australia, please take the item back to the store you purchased it from and they will assist you in issuing you a refund or size exchange, under their own store policies.

Contact us at hello@piste-and-trail.com.au for more information on your refund or exchange from a retail store, and we will do our best to help you out.