Refund policy

We want you to be happy with your Payne Street order. If something is not quite right, please read through the policy below before starting a return or exchange.

All return and exchange requests must be submitted within 30 days of receiving your order.

To start a return or exchange, please either:

  • Log into your customer account with Payne Street and follow the return request steps; or
  • Email us at admin@paynestreet.com.au with your order number and return request.

Items sent back without first contacting us or submitting a request through your customer account may not be accepted or processed.

Change of Mind Returns

We do not offer refunds for change of mind, incorrect size selection, discount code purchases or Afterpay purchases.

For eligible change of mind returns, you will be issued a store credit once your return has been received, inspected and approved.

To be eligible, your item must be:

  • Unworn and unused
  • In original condition
  • Returned with all tags attached
  • Returned in its original packaging where possible

In most cases, Payne Street will cover the cost of return shipping. You will receive an email with access to the prepaid return label. 

Size Exchanges

Size exchanges are available subject to stock availability.

If the size you need is available, you can request an exchange through your customer account or by emailing us at admin@paynestreet.com.au. If the size is no longer available, we can issue you a store credit once the original item has been returned and approved.

Items returned for a size exchange must be unworn, unused, in original condition and have all tags attached.

Faulty or Damaged Items

All items are checked before they are sent, but we understand that faults can sometimes be missed.

If you believe you have received a faulty or damaged item, please submit a request within 30 days of receiving your order and include clear photos of the issue.

Once reviewed, faulty items may be eligible for a replacement, repair, store credit or refund depending on the nature of the fault and stock availability.

Faulty items do not include damage caused by:

  • General wear and tear
  • Incorrect use
  • Failure to follow garment care instructions
  • Accidental damage
  • Stains, fading or damage after wear

Payne Street reserves the right to assess each faulty item request individually.

Incorrect Item Received

If you have received the wrong item, please submit a request through your customer account or email admin@paynestreet.com.au and include photos of the item you received.

Once confirmed, we will arrange a replacement where stock is available. If a replacement is not available, we will offer a store credit or refund.

For approved incorrect item returns, Payne Street will cover the return shipping cost.

Return Shipping

For Australian customers, Payne Street will cover the return shipping cost for approved faulty items or incorrect items, discount code or sale items, size exchanges and change of mind returns.

Please make sure your return is packaged securely. Returns sent in unsuitable or unprotected packaging may be refused if the item is damaged in transit.

International Returns

At this stage, international customers are responsible for all return shipping costs, duties, taxes and customs charges related to returning an item.

International returns must be clearly marked as “returned goods” when lodged with your courier. If a return is incorrectly declared and Payne Street is charged duties, taxes or clearance fees, these costs may be deducted from your store credit or refund.

We are currently unable to offer exchanges for some international orders. Where an exchange is not possible, eligible items may be returned for store credit.

Sale Items & Discount Codes

Items purchased on sale or with a discount code are not eligible for a refund for change of mind.

Eligible sale or discounted items may be returned for store credit only, provided they meet our return conditions.

Final sale items cannot be returned, exchanged or refunded unless faulty.

Unclaimed or Refused Orders

If an order is unclaimed, refused, or returned to us due to unpaid duties, taxes, incorrect address details or failed delivery attempts, we will contact you once the parcel is returned to us.

The order may be resent at the customer’s expense, or refunded minus original shipping costs and any return shipping, duties or handling fees charged to Payne Street.

Items Not Eligible for Return

We cannot accept returns, exchanges or refunds for:

  • Items that have been worn, used or washed
  • Items without tags attached
  • Items damaged by the customer
  • Items damaged due to incorrect care
  • Items showing general wear and tear
  • Final sale items, unless faulty
  • Returns submitted outside the 30-day return window

For hygiene reasons, hats and accessories may not be eligible for return unless faulty.

Processing Time

Once your return arrives, please allow up to 7 business days for our team to inspect and process your return.

Store credits will be issued by email once approved. Refunds, where applicable, may take additional time to appear depending on your payment provider.

Need Help?

If you have a question about your order or need help starting a return, please contact us at admin@paynestreet.com.au