RETURNS AND EXCHANGE POLICY

We hope you love your pieces from The Waiting Room. However, if something isn’t quite right, we’re here to assist with returns and exchanges.

How to Start a Return:

  1. Contact us at admin@the-waitingroom.com.au with your order number and whether you’d like an exchange or a store credit.
  2. Once your return request is approved, you’ll receive the return address and detailed instructions.
  3. Be sure to include your name and order number in the return package.

Conditions for Returns or Exchanges:

  • Items must be unwashed, unworn, and in original condition with the original packaging intact. Any stains, makeup marks, scents or signs of wear will result in the return/exchange being denied.
  • All returns or exchanges must be initiated within 14 days of receiving your order.
  • We issue store credit for approved returns - this will be valid for 60 days.
  • Sale items are final sale and not eligible for returns or exchanges.
  • Hair Accessories are not eligible for returns or exchanges due to sanitary reasons.

Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. 

If Your Return Is Not Approved:

  • Items not meeting our return criteria will be returned to you.
  • Shipping costs for returning non-compliant items will be your responsibility, this is on a case to case basis

Associated Costs:

  • All Return shipping including International Orders are at the customer's expense.
  • Original shipping charges are non-refundable.
  • For international orders, all return shipping costs are the customer’s responsibility.

International Return Parcels

  • If you're returning an item from outside Australia, please note that return parcels are your responsibility until they arrive at our postal box.
  • We strongly recommend using a tracked shipping method and retaining proof of postage.
  • We cannot process refunds, exchanges, or store credit for parcels that are lost in transit and not received by us.
  • If your parcel has been delayed, please contact your shipping provider directly.
  • Please note: Shipping costs, duties, taxes and fees you have paid for the delivery of purchased products shall not be refunded.

Faulty Items

We’re so sorry if you’ve received a faulty item. At The Waiting Room this is not a standard we accept and we endeavour to provide pieces at the highest quality.

  • For orders within Australia, we will cover return shipping costs for approved faulty items.
  • For international orders, we will reimburse your return shipping cost once the item is received and confirmed as faulty.

For Further Assistance:
Please do not hesitate to contact our customer service team with any questions or concerns at admin@the-waitingroom.com.au