You have 14 days from the date of delivery to lodge a return with us.

We issue store credit or exchanges on approved returns. We do not offer refunds for change of mind.

Conditions

• Items must be unwashed, unworn, and in original condition with tags attached and original packaging intact. Any stains, makeup marks, scents, or signs of wear will result in the return being denied.
• Each order is eligible for one return or exchange only, subject to stock availability. Store credit is valid for 360 days from the date of issue.
• Sale items are final sale and not eligible for returns or exchanges. Hair accessories are not eligible for returns or exchanges for sanitary reasons. We do not offer price matching under any circumstances. Original shipping costs are non-refundable.

Associated costs

• Domestic exchanges and store credit: return shipping is covered by The Waiting Room. Shipping costs for new items sent out are at the customer's expense.
• Domestic faulty or wrong item: all shipping costs are covered by The Waiting Room.
• International exchanges and store credit: return shipping is at the customer's expense. We will provide a complimentary shipping code for new items sent out.
• International faulty or wrong item: we will reimburse your return shipping cost once the item is received and confirmed as faulty.

If your return is not approved

• Items that do not meet our return criteria will be returned to you. Shipping costs for returning non-compliant items are at your expense on a case by case basis.

Ensure your return meets the conditions of our Return Policy before lodging your return.

• STEP 1: Email us at admin@the-waitingroom.com.au with your order number and whether you would like an exchange or store credit.
• STEP 2: Once your return is approved, you will receive the return address and detailed instructions from our team.
• STEP 3: Ensure items are unworn, unwashed, with all tags attached and original packaging intact.
• STEP 4: Include your name and order number inside the return package.
• STEP 5: Post your return. For international returns, we recommend using a tracked shipping method and retaining proof of postage. Return parcels are your responsibility until they arrive at our postal address.

For further assistance, please contact admin@the-waitingroom.com.au and we will be happy to help.

We are so sorry if you have received the wrong item or size. We will make this right immediately.

Please email admin@the-waitingroom.com.au within 14 days of receiving your order with the following:

• Your order number
• A photo of the item you received
• A photo of the style sticker or tag on the garment

Once confirmed, we will cover all return and replacement shipping costs for domestic orders. For international orders, we will reimburse your return shipping cost once the incorrect item has been received back to us.

Please do not wear, wash, or remove tags from the incorrect item before contacting us.

We are so sorry if something has arrived not quite right. This is not a standard we accept and we will make it right.

Please email admin@the-waitingroom.com.au within 14 days of receiving your order with the following:

• Your order number
• Clear photos of the fault
• A brief description of the issue

Once confirmed as faulty, we will offer a replacement, store credit, or refund depending on the nature of the fault and stock availability.

For domestic orders, we cover all return and replacement shipping costs for approved faulty items. For international orders, we will reimburse your return shipping cost once the item has been received and confirmed as faulty.

Damaged in transit

• If the outer packaging of your parcel has been damaged during delivery, please lodge a claim directly with Aus Post at auspost.com.au, as they are the responsible carrier. Please also email us so we can support your claim.

If your parcel has not arrived within the expected delivery window, please follow the steps below.

• STEP 1: Check your tracking link from your shipping confirmation email for the latest update.
• STEP 2: Contact your local post office or shipping provider directly. They are best placed to locate your parcel.
• STEP 3: If your parcel is confirmed lost in transit, please email admin@the-waitingroom.com.au with your order number and we will work with the carrier to resolve it.

For domestic orders, we will lodge an Aus Post enquiry on your behalf. For international orders, claims must be initiated by the customer with the local carrier as the receiving party.

Please note: Return parcels are the customer's responsibility until they arrive at our postal address. We cannot process exchanges or store credit for return parcels lost in transit, which is why we strongly recommend tracked shipping.

For our international customers, please note the following before placing your order:

• Customers are responsible for any customs duties, import taxes, VAT, or fees charged by their country. These charges are outside of our control and are determined by your local customs authority.
• These fees are not included in your order total and are not refundable by The Waiting Room.
• If you refuse to pay customs fees and your parcel is returned to us, the original shipping cost is non-refundable and any return shipping fees charged by the carrier will be deducted from your store credit.
• For an estimate of customs charges in your country, we recommend contacting your local customs office before placing your order.