RETURNS WITH REFUNDID *NEW*
Can I return something from my order?
If something from your order isn’t quite right, returning or exchanging it is easy.All return timeframes and eligibility criteria can be found on our Returns Page. If you’re returning items by post to our warehouse, you’ll need to lodge your return t
How do I lodge a return?
Just jump into our new returns portal (accessed via our returns page on the right hand side) and follow the steps. It will guide you through choosing your return outcome and generating your prepaid return label. It’s quick, simple, and keeps everythi
What is Refundid?
Refundid is our brand new returns portal that makes returning easier, faster, and a whole lot friendlier! It gives Australian customers the option to receive instant refunds or secure instant exchanges before your return even makes it back to us.
What return outcomes can I choose?
It's totally up to you! You can select:. -Instant Refund via Refundid (AU only)-Instant Exchange via Refundid (AU only)-Standard Refund-Store Credit-Standard ExchangeStandard options are processed once your item arrives safely back at our warehouse.
How does an Instant Refund work?
If you’re in Australia, you can choose an Instant Refund. Refundid will verify your identity and, once approved, your refund is released instantly - no need to wait for your parcel to arrive back with us!. You’ll still need to post your return within
What is an Instant Exchange?
An Instant Exchange locks in your new size or item straight away through Refundid. No waiting for us to receive and check your return - your replacement gets moving immediately.
Why do I need to provide ID for Instant Refunds?
This step helps Refundid verify it’s really you and protects everyone from fraudulent claims. It’s secure, handled only by Refundid, and never used for marketing. It’s simply to make sure your refund goes to the right person.
Can I return/exchange a sale item?
Oh no! We are so sorry things didn't work out this time around. Items purchased on sale are heavily reduced and as a result are not eligible to be returned or exchanged. Not to worry though! We would hate for you to miss out which is why we have laun
How long do returns take to process?
Returns usually take 5-10 business days to reach our warehouse. Once they land with us, we aim to process them within 1-2 business days. During big sale events (like Black Friday or Christmas), this can take 2–5 business days. Instant Refunds and Ins
Can I change my return outcome after submitting it?
Usually, once a return has been submitted through the portal, the outcome can’t be changed. That said, if you’ve made a mistake or something’s changed, please reach out to our Customer Experience team as soon as possible and we’ll see what we can do
Do I still have to return my items if I choose an instant option?
Yes. Even with instant outcomes, the original items still need to be returned. If a parcel isn’t sent back, Refundid may reverse the refund or charge for the unreturned item. It’s important that for instant refunds or exchanges you use the prepaid re
Can I choose different return outcomes for items in the same return?
At the moment, all items lodged in a single return need to have the same return outcome. For example, you can’t select an Instant Refund for one item and Store Credit for another in the same submission.If you’d like different outcomes for different i
What’s the difference between an Instant Refund and a Standard Refund?
An Instant Refund (available to Australian customers) is processed straight away through Refundid, so you receive your refund immediately after completing a quick identity check - no need to wait for your return to arrive back with us. Your item stil
Can I return multiple orders in one return?
Returns must be lodged per order. If you’re returning items from multiple orders, you’ll need to submit a separate return for each one through the portal. Important: Returns with an Instant Refund or Instant Exchange cannot be combined and must be se
What’s the difference between an Instant Exchange and a Standard Exchange?
An Instant Exchange (available to Australian customers) lets you lock in your new size or item straight away through Refundid. Your replacement order is created immediately, so there’s no need to wait for your return to arrive back with us. Your orig
What happens if I don’t send my return back?
If you’ve selected an Instant Refund or Instant Exchange, the original item still needs to be returned using the prepaid label provided. If the return isn’t lodged within the required timeframe, Refundid may reverse the refund or charge for the unret
Do I need to create a Refundid account?
No, you don’t need to create a Refundid account. When lodging a return, Refundid will simply guide you through a quick verification step if you choose an Instant Refund or Instant Exchange. It’s a one-time process for that return and is handled secur
How much does return postage cost?
We’ll provide you with a prepaid return label for $10. This amount is simply deducted from your return outcome. If you're exchanging, then a $10 return free is charged, as well as a $10 shipping fee to ship out your new item.
What happens if my return doesn’t meet the return criteria?
If an item is returned worn, washed, damaged, or without tags, it may not be accepted. In this case, our team will reach out to discuss next steps before any outcome is processed.
Can I use a loyalty voucher/discount code when processing an exchange?
Unfortunately, no loyalty vouchers or discount codes can be used whilst performing an exchange. These are only valid on new purchases made.
Do you have an extended festive returns period?
Yes, we do. Purchases made between 25 November and 2 December are covered by our extended festive returns policy and can be returned up until 31 January 2026.Our new Refundid returns portal will automatically recognise your order and apply this exten
Can I return/exchange at your pop up shop?
We're so excited to see you at our pop-up shop! Unfortunately, we won't be accepting returns or exchanges from online orders at our pop-up shop. We'd recommend lodging this online through our returns portal here: https://proudpoppyclothing.com.au/pag
I have lost my store credit, where can I find it?
Not to worry, we are pretty good detectives here at the Proud Poppy HQ! Simply send us a message with your details including your email address and we can locate this for you.
I am from overseas, how do I return?
New Zealand, US and Rest of World customers can now lodge their returns through our Refundid returns portal. Please note that international customers will need to arrange and cover their own return shipping, and exchanges via Refundid aren’t currentl
I have received the wrong item, what do I do next?
Oh no, this is a super rare occurrence! We're so sorry this happened. Please reach out to us at [email protected] and we'll fix this up right away.
Will I be refunded the original shipping cost?
Original shipping fees aren’t refundable unless your item is deemed faulty under Australian Consumer Law.
How do I redeem my store credit?
To redeem your gift-card, simply enter your unique code in the 'discount code/gift card' box at the checkout!
I lodged my return before Refundid launched. What happens now?
Don’t worry - we’ve got you covered! If your return was lodged in our previous returns portal before Refundid launched on the 9th, there’s nothing you need to do. Your return will continue to be processed as normal under the original return method yo