How do I book a return?
Need to return something? Follow the below steps to organise your return. Please note, for hygiene reasons we are unable to allow returns or exchanges on underwear, except in the case of a faulty item, in which case we will provide a full refund. You can check out our full Returns Policy.
Online Return Instructions
- Create a return from your account. If you checked out as a guest, head to our guest Returns Portal here
- Enter your order number and its associated email address
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Click "submit". Your return will be reviewed by our Stance Crew
- If approved, you'll receive a follow-up email with further instructions
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
Cost of Returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.
If approved, refunds are processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Do I need to pay for return postage?
You are responsible for any costs associated with returning your order.
You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method.READ FULL ARTICLE
Please note: We do not offer exchanges for online orders. We suggest returning and reordering.
Organise your online return here.
Need more info? Check out our Returns Policy.
What is your faulty assessment process?
We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, then please follow the below steps to lodge a faulty claim request:
Step 1: Log into your account to create a return. If you checked out as a guest, head to our guest Returns Portal here
Step 2: Follow the steps and select your reason for return (faulty goods)
Step 3: Hit submit. Our Customer Experience Team will review your claim
Step 4: If approved, you'll be sent a follow-up email with further details
READ FULL ARTICLE
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the socks continue to be worn.
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
Please follow our approved return procedures to ensure your return is processed correctly.
Can I return Stance items I purchased overseas?
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Stance Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.READ FULL ARTICLE