Online Returns

As a valued client of Scanlan Theodore, we would like to thank you for your purchase. At Scanlan Theodore, we pride ourselves on luxurious well-crafted designs with devotion to modern aestheticism.

In the instance that you may need to return one of your items, the following terms and conditions apply to all purchases made online at scanlantheodore.com.

FULL PRICE ITEMS

Full priced items purchased online are eligible for a refund, credit or exchange within 14 days of dispatch. They can be returned in-store for a credit or exchange only. If you require a refund on a full price item your purchase must be sent back to our online warehouse for processing.

SALE ITEMS

Sale items purchased online cannot be returned. We do not offer refunds, credit notes or exchanges on any sale items purchased online unless required by Australian Consumer Law. If returned despite this policy, items will be sent back to you at an additional charge. To view our sale policy, click here.

ARCHIVE SALE ITEMS

To view our archive sale policy, click here.

CONDITIONS OF RETURN

Please ensure the below conditions are met, before submitting your return request:
- The goods are returned to, and received by, our online warehouse within 14 days of dispatch.
- Item(s) must be in perfect condition and must not have been worn, altered, damaged or washed. Be careful of make-up rubbing off on garments. In the result of this happening, we will be unable to accept your return.
- Item(s) must be in original packaging with all tags attached, including shoe boxes and dust bags. All shoes must be tried on a carpeted surface to avoid scuff marks until you have decided to keep them.
- Items used for rental commercial purposes or other commercial benefits will not be accepted for a return, exchange or credit note.
- For all swimwear, customers must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear.
- The following items are non-refundable/exchangeable due to health restrictions: intimates and jewellery.
- Gift cards cannot be returned.

Scanlan Theodore reserves the right to reject returns that do not comply and are subject to alterations and cancellations as per our returns policy.

ONLINE RETURNS/EXCHANGE PROCESS

1. Submit a return or exchange
Visit Scanlan Theodore Online Returns Portal and follow the prompts to submit a return, exchange or select another item. You will need your 9-digit Customer Order Number on hand (E.g. 2000___ or E-2000___-_ ) to start your return. 

2. Pack your return
Domestic:
Place the item(s) in the original shipping box and use the link in your return confirmation email to print your shipping label. Attach it to the top of the package, then drop it off at any Australia Post location.

International (excluding US & Canada):
Place the item(s) in the original shipping box and send back by a postal courier of your choice to the below address. We recommend using a trackable service. Scanlan Theodore do not cover international return costs.

Scanlan Theodore
Attn: Customer Care — Returns
32 River Street
South Yarra, VIC, 3141
Australia

For US and Canada returns please visit here.

RETURN TO STORE

You may visit your nearest boutique to return your online purchase permitted by the following terms: Full price online purchases are eligible to be returned in-store for a credit or exchange only. Sale items are not eligible to be returned in-store. If you require a refund on a full price item your purchase must be sent back to our online warehouse for processing. Returns will only be accepted in-store with proof of purchase. Please note, once your online order has been exchanged or returned to a boutique, your purchase will then fall under our Boutique Returns Policy. Item(s) that have already been exchanged or returned to store are no longer eligible for a refund - or be processed on our online returns portal.

Scanlan Theodore are not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keep record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

REFUNDS

Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 7 business days. Your refund will be reversed to the original payment method. Successful returns can take up to 7-10 business days to appear in your account due to varying processing between payment providers. If a Gift Card was used, the balance of the Gift Card will be restored onto a new Digital Gift Card, prior to the reimbursement of alternate payment methods. In the event of an unsuccessful return outcome, a member of our Customer Experience Team will contact you.

EXCHANGES

We can offer a regular or instant exchange on a full price item if you wish to swap your item for a different size or item(s) of your original purchase. Regular exchanges are subject to availability once your return is received by Customer Care. We do not reserve items. If we are unable to fulfil your request, we will be in touch via email or phone. Instant exchanges are processed immediately after selected in the returns portal.

ONLINE CREDIT VOUCHERS

If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout and are not valid in boutiques. Credit vouchers are valid for 3 years from date of issue and not refundable or redeemable for cash.

CANCELLATIONS & AMENDMENTS

If you have changed your mind, ordered an incorrect item, size or colour and would like to cancel or amend an order, please contact Customer Care as soon as possible. Please note, orders which have already been shipped cannot be cancelled.

Scanlan Theodore pieces are sold exclusively for personal use and are not permitted to be used for commercial purposes of any nature. Scanlan Theodore reserves the right to refuse a sale and/or refund the customer before shipment if there is suspicion of the goods being used for commercial gain. Please note that items purchased for rental or other commercial purposes will not be eligible for return, exchange, or credit note, and such usage will void any warranty.

QUALITY GUARANTEE

All Scanlan Theodore purchases come with guarantees that cannot be omitted under Australian Consumer Law. In the unfortunate event that your purchase contains a fault or defect, please email us at customercare@scanlantheodore.com within 48 hours of receiving your order, with images and a description of the issue. Should your piece contain a major failure, you are entitled to a replacement or refund. If the issue does not amount to a major failure under Australian Consumer Law but fails to be of acceptable quality, this is considered to be a minor issue and you are entitled to have the goods repaired or replaced.

For further information regarding your return or exchange, please see our FAQ's here.

Last updated: July 2024