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Return & Exchange Policy

What is your return policy for Australian orders?

We accept returns within 30 days of delivery for store credit only, if items are unworn, unwashed, in original packaging, and have tags attached.

No refunds for change of mind or sizing. Sale items are final unless faulty.

What happens if I don’t collect my order?

If your parcel is returned as “Return to Sender,” we’ll issue store credit minus a $25 return fee.

Can I return or exchange an international order?

No — we do not accept returns or exchanges on international orders.

How do I return an item?

We accept returns for store credit or exchange (for change of mind) and refunds for approved faults. Items must be returned in saleable condition: unworn, unwashed, tags attached, and no marks or damage.

Sale or worn items that don’t meet the return guidelines will be returned to you.

Do I have to pay for return postage?

Yes — unless your item is confirmed as faulty. We recommend using a trackable delivery service, as we are not responsible for returns lost in transit.

Can I return or exchange sale items?

Sale, flash sale, and discount code items are final — no returns, refunds, or exchanges. If a sale item has a minor fault, we may offer a repair, exchange, or store credit. Refunds are only issued if the fault is major and cannot be fixed or replaced.

What counts as a faulty item?

Manufacturing faults such as broken stitching, faulty seams, or missing trims. Damage from incorrect care, makeup, or deodorant marks is not considered faulty.

Contact us at admin@captainjacks.com.au within 7 days of delivery, and include photos of the issue.

How should I care for my garments?

All garments should be washed gently. When in doubt, we recommend a cold hand wash only. Always check the care label before washing.

I received the wrong or incomplete order — what now?

If your order is incorrect or missing items, please email us at admin@captainjacks.com.au and we’ll fix it at no cost to you. Please check your cart and shipping address carefully before placing an order — we can’t edit it afterward.

What are the terms for competitions and promotions?

Competition prizes and promotional items are not refundable, exchangeable, or transferable. Prizes must be claimed within 24 hours and redeemed within 1 month (or as per competition rules). Discounted and promo items will be sent via standard shipping.

How long is my store credit valid for?

Store credit is valid for 3 months from the date it’s issued and can be used for online purchases only.

Still have questions?

We’re here to help! Reach out to us any time at admin@captainjacks.com.au.