Refund policy

Returns, Refunds, & Exchange Policy

Returns:

If you are not completely satisfied with your purchase, please review our returns policy to ensure eligibility. All eligible returns are processed for store credit in the form of a gift card.

• Return Eligibility: Items must be returned within 14 days from the date of delivery (28 days for international orders), in new and unused condition with all original labels and tags attached. Items must be unaltered, undamaged, and unwashed while in the customer’s possession. Ensure items are free from any markings, makeup, self-tanner, odors, pet hair, perfumes, deodorants, and washing powders.
• Process: Complete the returns form and return the goods to the address provided at the top of this page. Returns must be received and inspected before store credit is issued. We cannot process returns or store credits until the item is received and inspected.

Exchanges:

We do not offer direct exchanges. If you need a different size or have changed your mind, we can provide store credit equivalent to the original purchase price of the garment.

Shipping Costs:

• Return Shipping: The cost of return shipping is the customer's responsibility for returns due to a change of mind or incorrect size. We recommend keeping a copy of your courier’s tracking number for reference. Please note that original shipping costs are non-refundable.

Refunds:

• Faulty Items: If you receive a faulty item, please return it via registered post with the order receipt and completed Online Return Form. We will offer a full refund, including the original shipping costs, once we receive the item and inspect it. Please enclose the receipt for return shipping postage so this cost can be reimbursed with your refund.

• Faulty Item Claims: A faulty item claim must be made within a reasonable time after receiving the goods. Email your order number, a description, and a photo of the fault to marketing@proxyurban.com. Expect a response within 1 - 2 business days.

How to Return an Item:

1. Complete the returns form and include it with the goods you are returning.
2. Drop off your return at your local post office and pay the return shipping costs.
3. Once your return is in transit, processing for store credit will take 3 - 6 days.

For returns within Australia and New Zealand, please download our Returns Form and send the item to:

Return Address: 134 Langridge Street, Collingwood VIC 3066

Timeframes for Returns:

• Orders shipped within Australia: 14 days from delivery.
• Orders shipped outside Australia: 28 days from delivery.

Please note that we do not offer exchanges. For any further questions, contact our customer service team.