Returns & Exchanges



If you receive anything you are unhappy with for any reason, we'll help you with an exchange or refund within 40 days from purchase.

Before you return your items, make sure they are:

  • in the same condition they were when you received them;
  • not worn, washed or altered, have their original swing tags and are still in their original packaging;
  • swimwear, underwear, and bodysuits must have hygiene stickers in tact; and
  • not earrings, face masks or sexual wellness products. For hygiene reasons, we cannot accept returns for these products. These can only be returned or exchanged if faulty.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


Online returns are even easier now with Returns Portal!

If you are returning shoes, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. Your shoes will no longer be in a saleable condition and therefore ineligible for a refund.

Please note that shipping costs won't be included in the refund, we will cover the expense of your return shipment to us, making it hassle-free for you.


1. Navigate to our returns portal, here.

2. Enter the order number and email address for the item you want to return. Follow the return steps.

3. Download and print the shipping label and drop your return at a post office. Some post offices may be able to print the shipping label for you, please contact your local post office for more information.


If you would like to exchange your item for a different size, follow the steps in our Returns Portal.

If you would like to exchange your item for a different product, we recommend you purchase the item you’d like to exchange for. This way you are guaranteed the item, and we can ship it to you straight away.

Once you’ve purchased the new item, return your unwanted item through our Returns Portal.

As soon as we receive your return we will process the refund within 72 business hours, and email you when the process is complete. 


You can make your return or exchange in person at any of our Universal Store locations.

Universal Store will not accept returns or exchanges on worn or damaged items. Items must be in a saleable condition.

Please ensure you bring an acceptable proof of purchase for your items. This can be the original receipt, invoice that came with your online order, your Afterpay or ZipPay app with the Order ID number or a bank statement.


For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.

In store purchases are not eligible via our Returns Portal as they will incur a postage fee.

Pack your items into a post bag. Include a note with your name, phone number, email, reason why you'd like an exchange or refund and either your bank details (BSB, Account Number and Account Name) or the email address linked to your PayPal account.

If your in-store purchase was made with Afterpay, we will also need your Afterpay Order ID Number to process the refund through Afterpay.

Please include all required information with your return so we can arrange your refund without delay.

Post your returning parcel to:

Universal Store Returns
PO BOX 695
Virginia BC QLD 4014

As soon as we receive your return parcel, we'll arrange your refund or exchange and let you know when the process is complete.


If your order arrives faulty or damaged, please contact our Help team within 48 hours. We'll do our best to resolve the situation as soon as possible.

If a fault appears in your product through normal wear, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.

Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Universal Store is not responsible for the processes or policies implemented by third party manufacturers.

If you are unsure about a faulty item or warranty repair, contact our Help Team. We'll help you through the faulty returns or warranty repairs process.


If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Universal Store in the original unmarked packaging. If these items are returned in an unsatisfactory condition, Universal Store may not be able to offer a refund or an exchange.

Universal Store Returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 72 business hours. Our Help team will contact you when your transaction is being processed.

Please note that NO returns or exchanges can be made in person at our warehouse. Please Contact Help if you are having trouble returning your order.

Universal Store cannot accept cash on delivery returns.


Our E-Gift Cards and Physical Gift Cards are non-refundable.

Due to hygiene reasons, Universal Store will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to earrings, swimwear, face masks & sexual wellness products.

Universal Store does not accept returns or exchanges for change of mind on perishable items. Perishable items can only be returned if packaging arrives faulty, or product is mistakenly delivered outside of the use-by date marked.

A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:

  • change of colour.
  • change of style; and
  • change of size.

A return or exchange due to a fault with the item is not a return or exchange for change of mind.


Universal Store does not currently offer exchanges for our international customers or free returns shipping.

If you would like to lodge a return for your order please contact our Help Team on they can provide you more information.


Universal Store offers a 12 month warranty on all our denim brands!

If your jeans exhibit a manufacturer's defect or fault within the first 12 months you may return them to Universal Store for an exchange or refund.

The warranty does not cover rips extending or natural fading / discolouring. If you are unsure about whether your jeans qualify for the warranty return, contact our Help Team. We’ll help you through the faulty returns or warranty process.


All Universal Store suppliers offer manufacturer's warranties on their product range – each brand has different policies and timeframes specific to their product and supply chain. Manufacturer's warranty can only be claimed on defects that happened during manufacturing. Warranty claims require proof of purchase.

Manufacturer warranties do not cover ‘wear and tear' which is the expected decline in the product's condition from normal, everyday use. While brand warranties vary a lot in detail, for defective or faulty products, our suppliers will repair or replace goods (or part of them); resupply or fix a problem with services (or part of them); or provide compensation to the customer.

*Watches: During the warranty period, watch movements, hands, and dials are the only components covered under warranty. These warranties do not cover the watch bands or clasps.

Refer to the guide below for brand-specific warranty periods:

BRAND WARRANTY PERIOD (from date of purchase)
Bellroy 3 years
Birkenstock If your Birkenstocks are in need of a repair, contact our help team and we can organise the repair on your behalf. Click here for some helpful care tips for prolonging the life of your sandals.
Casio* 2 years
Crosley Please contact Our help team to help you with your faulty / damaged item warranty claim
Fjällräven 2 years
Frank Green 1 year
G-Shock* 2 years
Herschel Supply Co. Limited lifetime - bags and accessories
Jansport Limited lifetime
Le Specs 6 months
Local Supply 3 months. No Worries Frame Cover: 50% off a replacement pair when you register with Local Supply within 2 weeks of purchase.
Minkpink 3 months
Nakedvice 6 months
Nixon* Nixon Australia offers a limited warranty of defects in materials and workmanship for a period of:
  • 5 years – movements, hands, dial
  • 2 years – water resistance
  • 1 year – battery
Please contact Our help team to help you with your faulty / damaged item warranty claim
Otis Lifetime
Patagonia Patagonia Ironclad Guarantee. Patagonia guarantees everything they make. If you are not satisfied with one of their products at the time you receive it, or if one of their products does not perform to your satisfaction, return it to Universal Store or directly to Patagonia for a repair, replacement, or refund. Damage due to wear and tear will be repaired at a reasonable charge.
Polaroid Originals 1 year
Quay 3 months
Reality Eyewear Register for the Reality Eyewear 5 year warranty here.
ROC Eyewear All ROC Eyewear products have a 12 month warranty from date of purchase against any defects in materials or the production process.
Status Anxiety 1 year
Szade Eyewear 6 months
The Horse* 1 year manufacturers warranty
Tommy Jeans Watches* 2 years movement only. If you’re in need of repair, contact our Customer Experience Team first and we will organise the repair on your behalf.
Havaianas 6 month replacement guarantee on all Havaianas. Please note this is a replacement for manufacturing faults only, not general wear and tear. Havaianas also now offer a recycling program for your old Havis! For information on how to recycle or to find you closest drop off point, click here.