Returns, Exchanges and Refunds FAQ

Returns, Exchanges and Refunds FAQ

How long do I have to return an item?

For online change-of-mind returns, submit your request within 30 days of delivery. This does not limit your rights under the Australian Consumer Law.

What condition must the item be in?

For change-of-mind returns, items must be unworn, unwashed and in their original condition, with tags attached.

How do I start a return?

Sign in to your GAP Australia account using the email address associated with your order. Open the relevant order, select Request return, choose the item and reason, then submit your request. Please wait for approval and return instructions before sending anything.

Who pays for return postage?

For change of mind, fit, size or preference, you arrange and pay for tracked postage and GAP does not provide a return label. For faulty, damaged or incorrect items, or another GAP error, GAP arranges and pays. Your approval message will include a prepaid label or courier-collection instructions. Please do not purchase postage for a GAP-paid return.

What if my item is faulty, damaged or incorrect?

Submit a return request from your Shopify order and choose the matching reason. We’ll review the issue and arrange the return at GAP’s cost. The 30-day change-of-mind window does not limit your rights under the Australian Consumer Law.

How are refunds processed?

Approved refunds are returned to the original payment method and may take 5–7 working days to appear.

Can I exchange an item?

We don’t currently offer change-of-mind exchanges through online returns. Return the original item for a refund, then place a new order for your preferred size, colour or style. This does not affect any replacement rights you may have under the Australian Consumer Law.